Safaricom M-PESA Fraud: How to Report It and Stop the Money
If you sent money to a scammer through Safaricom M-PESA, or money left your Safaricom M-PESA account without your permission, contact Safaricom M-PESA straight away and ask them to block the receiving account. Wallet money moves fast, so the first minutes matter most.
Do this first
- Call Safaricom M-PESA’s official line below, or use help inside the official Safaricom M-PESA app. Never use a number from a text, a caller or a search result.
- Give them the transaction ID, the amount, the time and the number or account you paid, and ask them to block it.
- Change your PIN and password if anyone may know them. Safaricom M-PESA will never ask for your PIN or a one-time code.
- Report it to the police too: see who handles cybercrime in Kenya, and keep screenshots of every message and payment.
Official Safaricom M-PESA fraud contacts
Safaricom M-PESA
Mobile money- Customer care (free from a Safaricom line):100
- Customer care from other networks (charged):+254 722 002 100
- Postpay customer care (free):200
Phone code: Forward the fraudster's number or message by SMS to 333
Email: [email protected]
Know this about Kenya
- M-PESA reversals only work for Safaricom-to-Safaricom transfers: forward the original M-PESA message to 456 within 24 hours.
- If someone calls saying they sent you money by mistake, don't send it back yourself. Tell them to request a reversal through Safaricom.
If Safaricom M-PESA won’t help
Central Bank of Kenya: complaint about a licensed bank
Unresolved complaints against a bank, including fraud-related service failures, after the bank has responded.
Official websiteReport it to the police too
Cybercrime agencies in Kenya lists who to report to, and our step-by-step guide covers the rest: How to Report a Scam or Cybercrime in Kenya (and Recover Your Money).
Other wallets in Kenya
These contacts were read on Safaricom M-PESA’s own website on 3 October 2026. If a number has changed, use the one in the official app and tell us. Banks and other providers in Kenya are in Bank Fraud Help: Kenya, and every wallet is in Mobile Wallet Fraud Help.