Several M-Shwari users across Kenya faced significant disruptions on October 30, 2025, and part of October 31, 2025, after a technical outage hit the popular mobile savings and loan service operated by Safaricom.

The outage, which prevented users from accessing their funds, sparked widespread frustration, with customers taking to X to voice their concerns and demand answers.

By early Friday, October 31, Safaricom confirmed the problem had been resolved, though reconciliation of affected accounts remains ongoing.

The outage left users stranded, with one customer, BetaJoshua26807, reporting a deposit made at 6 pm the previous day that failed to reflect in their locked savings account.

In response, Safaricom Care posted, “Hello BetaJoshua26807, sincere apologies on this experience. Please note we had an issue with M-Shwari services that has been resolved and reconciliation is ongoing. ^JG,” acknowledging the glitch and assuring users that efforts were underway to restore normalcy.

Users criticise lack of notification

The lack of prior notification about the outage drew sharp criticism from affected customers. Among them was EugineMeel, who shared a harrowing experience on X, stating, “Why do you have to close down mshuari services during the day without notifying your customers @Safaricom_Care I was almost beaten in some eatery.”

The incident highlights the real-world impact of the service interruption, as many Kenyans rely on M-Shwari for daily transactions, including payments at eateries and other small businesses. The absence of timely communication exacerbated the inconvenience for users caught off guard.

Another user, @shen_ke2, documented repeated failed withdrawal attempts, posting, “I’m I the only one experiencing M-Shwari crisis ama tuko wengi tagging along his unsuccessful messages from Mshwari, Failed. Your M-Shwari withdrawal of Ksh4,000.00 was not successful. Please try again later. Failed. Your M-Shwari withdrawal of Ksh4,000.00 was not successful. Please try again later. Failed. Your M-Shwari withdrawal of Ksh14,000.00 was not successful. Please try again later.”

Safaricom reassures customers

Safaricom Care has since moved to reassure customers, with a response to another user, Winnie, stating, “Hi, Winnie. Our sincere apologies. M-shwari services have been restored. ^NW.”

While the service is back online, the ongoing reconciliation process suggests that some users may still face delays in accessing their full balances. Many remain hopeful for a swift resolution to the ordeal as Safaricom works to restore confidence among its customer base.