Safaricom has clarified the process customers should follow after accidentally sending money to the wrong M-Pesa Paybill.

The telco has explained that such reversals are handled by the receiving organisation rather than the mobile service provider.

The clarification came after an X user, identifying himself as Karis Papa, through a brief statement shared on July 15, 2026, informed Safaricom that a customer had mistakenly sent money to the wrong Paybill and was seeking assistance to recover the funds.

“This client also sent money erroneously to the same Paybill @Safaricom_Care,” the user wrote while tagging the telecommunications company.

Safaricom explains M-Pesa paybill reversal process

Responding publicly, Safaricom apologised for the inconvenience before outlining how Paybill reversals are handled.

“Hi Karis. Sorry about that. Reversals are done within 30 days of the transaction. Follow up with Brand President Ltd on +254202496266 / +254202416993 (charged) to assist. Paybill transactions are reversed by the receiving organisation,” Safaricom responded.

The company advised the customer to contact the organisation that received the payment directly, indicating that it is the recipient, not Safaricom, that processes reversals for Paybill transactions.

Why Paybill reversals are different

Unlike ordinary person-to-person M-Pesa transfers, which may be reversed through Safaricom under certain conditions, Paybill transactions involve businesses, institutions and organisations that receive customer payments through dedicated business accounts.

Once the payment reaches the recipient’s Paybill account, the receiving organisation assumes responsibility for verifying the transaction and initiating any refund or reversal where appropriate.

This means customers who mistakenly pay the wrong business are generally required to contact that organisation directly to request a refund.

30-day window

Safaricom also indicated that reversal requests should be pursued within 30 days of the transaction.

While the company did not elaborate on the policy, the timeframe serves as the period within which affected customers should follow up with the receiving organisation before the matter becomes more difficult to resolve.

Customers are encouraged to retain the M-Pesa confirmation message, transaction code, amount sent, date of payment and the Paybill number, as these details are usually required during the refund process.

Growing use of M-Pesa Paybill

The clarification comes as millions of Kenyans continue relying on M-Pesa Paybill services to pay school fees, utility bills, insurance premiums, loan repayments, government charges and online purchases.

With thousands of registered Paybill numbers available, consumer advocates have repeatedly urged customers to verify both the Paybill number and account reference before confirming a transaction.

Even a single incorrect digit can result in money being sent to a different organisation, making recovery dependent on the recipient’s internal refund procedures.

Safaricom’s recent customer guidance

The latest clarification is part of a series of customer advisories Safaricom has issued through its official customer care channels in response to common M-Pesa queries.

In recent weeks, the company has also explained how customers can dispute GlobalPay transactions, recover funds after unexpected deductions, restore access to services after changing phone numbers, and understand what happens to M-Pesa accounts linked to inactive SIM cards.

As digital payments continue to grow, Safaricom has encouraged customers to double-check transaction details before completing payments and to report any errors immediately to improve the chances of a successful resolution.