M-PESA Customer Care: Here’s How to Get in Touch

Safaricom’s M-PESA is pretty much synonymous with mobile money and mobile banking in Kenya. So engrained into our culture is this platform that today, you can leave your house with just your phone, no wallet, and still be more than okay and transact everywhere.

From paying for your transport, to paying for meals and shopping, you’re pretty much sorted if you have M-PESA. But then with this ubiquity comes the need for an efficient customer care service.

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One too many times you find yourself in need of assistance from M-PESA customer care, be it because of money sent to the wrong number, help to access your account or any inquiries, we all need M-PESA customer care at one point or another. So how do you get in touch with them?

How to get in touch with M-PESA Customer Care

  • Call the toll-free number 234 from your Safaricom line. This is the easiest and quickest way to reach M-PESA customer care. You will be connected to a friendly and helpful agent who will assist you with your issue. The service is available 24/7.
  • Chat with Zuri, the Safaricom Chatbot on Telegram or on Facebook, or even WhatsApp. She’s able to guide and help you through various tasks that might not need attention from one of the customer service executives.
  • Send an email to M-PESA [email protected]. This is another option if you prefer to write your query or complaint. You should include your name, phone number, transaction details, and a brief description of your issue. You should expect a response within 24 hours.
  • Visit a Safaricom shop near you. If you need face-to-face assistance, you can visit any Safaricom shop and talk to an M-PESA customer care representative. These are readily available across major towns in Kenya with helpdesk in towns where official stores aren’t present. You should carry your ID and phone with you for verification purposes. You can find the nearest Safaricom shop using this link: https://www.safaricom.co.ke/about-us/where-we-are
  • Use social media platforms. You can also reach out to M-PESA customer care through their official Facebook page or Twitter handle. You should send them a direct message with your query or complaint and wait for their reply. Please be careful as there are so many parody helpdesk accounts on these socials, malicious people that would want to steal your data and take advantage.


When time is of the essence and you’re stuck somewhere needing help accessing your money, M-PESA customer care needs to be readily accessible and for the most part, they are and they’re pretty useful oh how we hope they keep leveling up.


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