How to Reverse Safaricom Airtime Purchases via M-Pesa: A Quick Guide

In 2026, Safaricom provides several self-service and assisted ways to reverse airtime purchased mistakenly via M-Pesa. To be eligible for any of these methods, you must initiate the request within 24 hours of the transaction. 

1. Forward SMS to 456 (Quickest Method) 

This is a “Do-It-Yourself” (DIY) method for airtime bought for your own line or another Safaricom number. 

• Step 1: Locate the original M-Pesa confirmation SMS in your inbox.
• Step 2: Forward the entire message to 456.
• Step 3: You will receive a response from the “Reversal” sender confirming the request has started.
• Note: If you have already used some of the airtime (for calls, data, or clearing an Okoa debt), you must top up to the original transaction amount before forwarding the message to ensure success. 

2. Use Safaricom Apps 

If you used an app to buy the airtime, you can often reverse it directly from there. 

• M-Pesa App: Go to Transaction History, select the erroneous transaction, and tap the Reverse transaction icon.
• mySafaricom App: Navigate to the transaction, tap the reversal icon, and confirm your request. 

3. Chat with Zuri (WhatsApp)

Safaricom’s AI assistant, Zuri, can process reversals through messaging platforms. 

• Step 1: Save the contact 0722 000 100 and send “Hello” on WhatsApp.
• Step 2: Select M-PESA Help and Reversal from the menu.
• Step 3: Choose Reverse and provide the M-Pesa transaction code or paste the full message.
• Step 4: Authenticate by entering your M-Pesa PIN when prompted. 

4. Customer Care

For complex cases or if the DIY methods fail, contact Safaricom support. 

• Call: Dial 100 (PrePay) or 200 (PostPay) from your Safaricom line.
• Social Media: Direct message @Safaricom_Care on X or @SafaricomPLC on Facebook. 

Important Restrictions

• Bank Purchases: Safaricom cannot reverse airtime bought directly from your bank’s app or USSD (e.g., *xxx#). For these transactions, you must contact your bank directly.
• Insufficient Balance: If the airtime has been used and the balance is less than the purchase amount, the reversal will fail.
• Third-Party Consent: If you bought airtime for another person, Safaricom must obtain their consent before completing the reversal.