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How To Reverse Money sent to the wrong Till Number on M-Pesa in 2024

Joseph Wenani
9 Min Read

Are You Looking to Reverse Money sent to the wrong Till Number on M-Pesa in 2024? This guide will explain all methods to use. Additionally, we will also list expert tips from Safaricom that work instantly. Read to the end.

In 2024, more Kenyans will Continue to embrace mobile banking solutions thanks to the advancements in technology in Kenya. One service that has stood out is the M-Pesa service. Since 2007, when M-Pesa was launched in Kenya, M-Pesa has continued to be a lifesaver for many Kenyans, especially for business owners. The Platform has, without doubt, revolutionized how money moves between businesses and individuals. Even when such technologies continue to thrive, there will be challenges, one of them being sending money to the wrong Till Number.  

If you are in such a situation, there is no need to be afraid. Such mistakes happen, and we have all been there. Luckily enough, there are countless solutions that you can use to reverse money sent to the wrong Till Number on M-Pesa.

Understanding M-Pesa Transaction Reversals

Today, Safaricom has grown tall thanks to the M-Pesa Platform. M-Pesa has not only benefitted Safaricom alone in terms of the countless profits it brings in but also changed Kenya’s entire Financial landscape. However, with millions of M-Pesa transactions happening daily, errors such as sending money to the wrong Till Number can not be prevented. Luckily enough, Safaricom has systems in place to help users reverse such transactions when they happen.

What Are the M-Pesa Reversal and the “Hakikisha” Features?

Safaricom’s M-Pesa reversal is the process of reclaiming money mistakenly sent to the wrong number or Till. Backing up the Reversal service is the Popular”Hakikisha” feature, which gives M-Pesa users a chance to verify transaction details before they send money to the recipient​​. However, Humans are prone to error, and with these measures in place, Transaction mistakes can happen, necessitating a reversal process.

Steps to Reverse Money Sent to the Wrong Till Number on M-Pesa

So let us say you are shopping at your famous shopping mall, and when it is time to pay for the goods purchased, you realize that you had already typed the wrong till number. Suddenly, You start panicking and wondering what to do. Luckily enough, there are solutions to such errors. Here’s a step-by-step guide to reversing such transactions:

STEP 1: Contacting Safaricom Customer Care:

The first step to take is to start by calling Safaricom and explaining what your issue is. This process involves dialling 234 or 100 to contact Safaricom’s customer care. 

STEP 2: Transaction Hold

Once You have contacted Safaricom, the Operator will hold your money in the incorrect till to prevent their use.

STEP 3: Verification Process

In this stage, the telco operator starts the verification process, contacting both the sender and the recipient (till the owner) to confirm the transaction’s details and the absence of service provision.

STEP 4: Resolution

If the reversal is approved, your money will be returned to your M-Pesa account within 72 hours. On the other hand, if the Till owner refuses the reversal, the matter will now be forwarded to the authorities for legal action.

How To Reversing Money Sent to the Wrong Mobile Number

If you happen to also send Money to the wrong number instead of the wrong till number, you should:

  1. Copy the Transaction Message: Immediately after realizing the Mistake, copy the confirmation message received upon completing the transaction.
  2. Send the Message to 456: Forwarding the copied Message to 456 initiates the reversal process, with Safaricom confirming the request’s receipt and promising an update within 2 hours​​.

How To Prevent Erroneous Transactions From Happening

To minimize the chances of sending money to the wrong till number or wrong number in General, You should do the following:

  • Use the “Hakikisha” feature to verify all Transactions You make. To Activate Hakikisha on M-Pesa, Dial 2342# on your mobile phone and follow the rest of the Prompts.
  • Always double-check every Till Number to ensure you only send money to the Right Till Number.
  • If you are transacting from M-Pesa, ensure that it is constantly updated and take advantage of all the features that it brings.

When using M-Pesa daily for various transactions, you must know all the reversal techniques at your disposal. Safaricom genuinely understands the need for you to reverse your money, and they have suggested a few methods besides the ones we discussed above. Let us take a look at them each:

Reversal Using the MySafaricom App

Here’s how to initiate a reversal through the app:

  1. Open the MySafaricom App: Launch the app on your smartphone.
  2. Navigate to Reverse Transaction: Find and tap on the “Reverse Transaction” icon.
  3. Initiate the Reversal Request: Follow the prompts to confirm your request for a transaction reversal.
  4. Receive Notification: You’ll receive a notification indicating that your reversal request has been received and is being processed​​.

Reversal Using the M-Pesa App

The M-Pesa App, another digital solution from Safaricom, also offers a straightforward process for transaction reversal:

  1. Access the App: Open the M-Pesa App on your device.
  2. Select Reverse Transaction: Tap on the “Reverse Transaction” icon.
  3. Reason for Reversal: Choose the reason for your reversal from the list provided.
  4. Submission and Feedback: Upon submission, you’ll promptly receive a notification about your request, followed by updates as the process unfolds​​.

Chatting with Zuri via WhatsApp

Safaricom’s innovative approach extends to leveraging WhatsApp’s popular messaging app for transaction reversals. Here’s how to use Zuri, Safaricom’s chatbot, for reversals:

  1. Initiate Contact: Save Zuri’s number (0722000100) and send a “Hello” message via WhatsApp.
  2. Navigate the Menu: Zuri will present an options menu. Select “M-Pesa Help and Reversal.”
  3. Request Reversal: Choose the reversal option and follow the prompts to provide the transaction code.
  4. Confirmation: After providing all necessary details, you’ll receive a confirmation that your request is being processed​​.

Frequently Asked Questions

What is the time limit for initiating an M-Pesa reversal?

Suppose such a mistake happens, you are advised to request an M-Pesa reversal instantly. Specifically, according to Safaricom, a sender has up to two hours to initiate a reversal​​​​.

How long does a reversal take?

  • The duration of a reversal can vary. For transactions sent to the wrong numbers or tills, it typically takes about 24 to 48 hours for the process to complete, subject to the specifics of each case​​​​.

What should I do if a reversal fails?

  • Suppose you find yourself in a situation where the reversal process has failed. You can call them via the official channels or visit any Safaricom Outlet near You to get assistance.

Safaricom Customer Care Contacts

For immediate assistance, use the following channels:

This marks the end of our blog post on how to reverse money sent to the wrong Till number. Throughout the article, we have covered every aspect of the M-Pesa reversal process in Kenya for Till Numbers and M-Pesa numbers, ensuring that you are well-equipped if you find yourself in such a situation. If this article has answered all your questions, please share it with your family members so they can be assisted.

All the best

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