A Guide to Reversing M-Pesa Withdrawals from Incorrect Agent Number

M-Pesa, the revolutionary mobile money service in Kenya, has undoubtedly simplified financial transactions for many. However, with convenience comes the occasional challenge of erroneous transactions, particularly when dealing with the wrong agents. In this guide, we’ll explore the steps to reverse M-Pesa withdrawals from incorrect agents, providing clarity to Safaricom customers facing such situations.

Understanding M-Pesa Reversal Service

The M-Pesa reversal service is a valuable feature that allows users to rectify unintended transactions. Safaricom has implemented the Hakikisha service, which prompts users to confirm recipient details before completing a transaction, reducing the likelihood of errors. Despite these precautions, mistakes can still occur, leading to the need for a reversal.

Steps to Reverse M-Pesa Withdrawal from a Wrong Agent:

  1. Dial 100 to contact Safaricom customer care.
  2. Choose your preferred language, either English or Kiswahili.
  3. Select the M-Pesa transaction service.
  4. Explain to the customer service representative that you mistakenly withdrew money from the wrong agent and request assistance in reversing the transaction.
  5. Provide necessary information to verify your identity.
  6. Safaricom will investigate the issue and respond to you.

Alternatively, you can use Zuri, Safaricom’s automated assistant on WhatsApp, to initiate the reversal process

  1. Save Zuri’s number: 0722000100.
  2. Open a conversation with Zuri by typing “Hello.”
  3. Choose the M-PESA Help and Reversal option.
  4. Select the Reverse option and input the M-Pesa transaction code or paste the entire message.
  5. Confirm your phone number and authenticate the transaction with your M-Pesa PIN.
  6. Receive notification that the reversal request has been received.

Handling Till Withdrawals:

If you’ve sent money incorrectly using Till withdrawals, it’s essential to note that funds cannot be withdrawn from the wrong agent. The combination of agent and store numbers must match for the transaction to proceed, preventing errors in this regard.

M-Pesa Reversal Time Limits

For transactions less than 100,000, reversed funds typically reflect within two hours. However, transactions exceeding 100,000 might take up to 72 hours for completion.


Navigating the process of reversing M-Pesa withdrawals from wrong agents is straightforward, thanks to Safaricom’s customer care and the convenient Zuri service on WhatsApp. In case of errors, users can rely on these avenues to rectify transactions promptly. As M-Pesa continues to play a pivotal role in Kenya’s financial landscape, understanding these reversal procedures becomes crucial for every user.


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