Steps to Take When You M-PESA the Wrong Person or Till Number

Mistakes happen, and sending money to the wrong person or till number through M-PESA can be a common scenario. Safaricom provides measures to help users rectify such errors. Here are steps to take when you’ve sent money to the wrong recipient or till number:

Step One: M-PESA Wrong Number Reversal

  1. SMS Reversal:
    • After completing the transaction, send the entire message to 456.
    • You will receive a response from “Reversal” confirming that the request has been started, and an update will be provided within 2 hours.
    • Check your messages for updates from the header “Reversal” on the status of the reversal.
  2. Using M-PESA App, MySafaricom App, or Zuri Chatbot:
    • Use the M-PESA app, MySafaricom app, or the Safaricom chatbot Zuri to initiate a wrong recipient reversal.
    • For apps, the transaction must have been done using the M-PESA/MySafaricom app to request a reversal.
    • Save Zuri’s number (0722000100) and initiate a conversation with Zuri on WhatsApp.

Wrong Till Number (Buy Goods and Services)

If you’ve sent money to a Safaricom M-PESA till number, reversing it may be more complex than reversing to a mobile number. Follow these steps:

  1. Contact Safaricom Customer Care:
    • Call Safaricom through customer care number 100.
    • Explain the situation and inquire about the possibility of reversing the transaction.
    • The till number owner will be contacted to confirm whether they accept the reversal.
  2. If Till Number Owner Refuses:
    • If the till number owner refuses to accept the reversal, Safaricom may advise you to report the incident to the police for further action.

Step Two: Report to the Police

  1. Legal Recourse:
    • If it becomes difficult to reverse the M-PESA sent to the wrong person or till number, and the recipient refuses to cooperate, consider reporting the matter to the police.
    • Section 35 of the Computer Misuse and Cybercrimes Act considers failing to reverse an erroneously made M-PESA payment an offence, with potential legal consequences such as a two-year jail term, a Kshs. 200,000 fine, or both.

Taking prompt action and utilizing Safaricom’s reversal options can help address the issue of sending money to the wrong recipient or till number. However, legal recourse may be necessary in more challenging situations.


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