Wrong M-Pesa transaction: What Safaricom recommends doing when recipient refuses to reverse the money
By Emmanuel Rono, July 9, 2026Sending money to the wrong M-Pesa number is one of the most common mistakes among mobile money users in Kenya.
Although Safaricom offers a reversal service, recovering the funds is not always guaranteed, especially if the recipient declines the request.
The telecommunications company has clarified that once a customer reports an erroneous transaction and initiates a reversal request, the recipient is contacted and given the option to either approve or reject the reversal.
If the recipient refuses, Safaricom cannot force the transaction to be reversed.
Recent concerns from the public
The clarification followed concerns raised by customers on social media, where users questioned why reversal requests can be declined despite money having been sent by mistake.
“So nowadays, if you send money to the wrong number by mistake and you reverse, the recipient gets to decline the reversal, and when you reach out to @Safaricom_Care @SafaricomPLC, they ask you to report to the police. Then what’s the point of reversal?” the X user named Malkia stated.
In response, Safaricom advised that where a reversal request is disputed, customers should first attempt to contact the recipient directly to seek a refund.
The company further stated that if this approach fails, users may escalate the matter by reporting to the police to assist in recovery efforts.
Safaricom also emphasised the importance of double-checking transaction details before sending money, encouraging users to utilise tools such as the One App and the “Hakikisha” confirmation feature to reduce cases of erroneous transfers.
“Hello Malkia, kindly note where a reversal request is disputed by the recipient, you need to contact them directly for refund or report to police to assist with recovery. Please use One App and hakikisha to confirm transaction details for a better experience,” Safaricom responded.
However, if the recipient still refuses to return the money, Safaricom advises customers to report the matter to the police and obtain an Occurrence Book (OB) number before pursuing legal action.
The company says the dispute then moves beyond its customer service processes and becomes a legal matter between the sender and the recipient.
How to reverse a wrong M-Pesa transaction
Safaricom recommends acting immediately after noticing the mistake. Customers can:
Forward the original M-Pesa confirmation SMS to 456 to initiate a reversal request. Wait for confirmation that the reversal process has begun.
Alternatively, contact Safaricom Customer Care if additional assistance is required.
How to avoid wrong transactions
To reduce accidental transfers, Safaricom encourages customers to use the Hakikisha feature, which displays the recipient’s registered name before a transaction is completed.
Users should also carefully verify the phone number, recipient’s name and amount before entering their M-Pesa PIN.