Sent money to the wrong number? Don’t panic — it happens to many M-PESA users.

Acting quickly and following the right steps can often get your cash back.

This article explains why reversals are possible in some cases (and not others).

It gives the information you will need, and the practical, step-by-step procedure to follow when you send money to thw wrong number.

M-PESA App

Just tap the Reverse transaction icon on the M-PESA APP, and you will be presented with reasons why you want to initiate the reversal e.g. wrong amount, wrong recipient, other etc.

The reversal request will be submitted immediately, and notification about the reversal will be shared in 2 minutes.

Reversal via SMS to 456

After making a wrong transaction, forward the whole message to 456, and you will be notified that the reversal request has begun.

Safaricom APP

The individual is advised to tap on the Reverse transaction icon, and will be asked to confirm if they want to raise a reversal request.

Reversal notification will be issued within 2 minutes.

Chatting with Zuri

Customers can save Zuri’s number – 0722000100 and initiate a WhatsApp conversation by just typing “Hello” and Zuri will reply, and the customer will present an M-Pesa reversal request.

The customer will enter the M-Pesa pin for verification, and the recipient will also be consulted on the reversal process.

How to Reverse Money Sent Via Pochi la Biashara

An individual is required to contact the recipient for consent before starting a reversal process because the reversal request is in the hands of the recipients.

After contacting the recipient, forward the message to 456 or chat with Zuri.

How to Reverse Money Sent Via Paybill

Open your M-Pesa app and follow the prompts to the reversal service.

Dial the USSD code *456# and follow the menu options to request a reversal.

You’ll be asked to enter the Paybill number and the exact amount of money you want to reverse.

How to Reverse Money Sent Via Buy goods

Keep your M-Pesa transaction message and make a call to Safaricom Customer Care by dialing 100 (prepaid) or 200 (postpaid).

Explain your situation and provide the transaction details, including the till number and amount sent and Safaricom will mediate with the till owner to try and negotiate a reversal.

How to Reverse Money Sent to Airtel 

Individual must initiate the reversal from M-Pesa by contacting Safaricom customer care at 100, 200, or through the M-PESA app to request a reversal of the transaction.

Sender may also chat or contact Safaricom Zuri and provide the transaction details from your M-Pesa message, like the transaction ID, and the request must be made promptly.

How to Reverse Money Sent to Telkom

Locate the original M-Pesa transaction confirmation SMS in your phone’s inbox and forward the whole message to 456.

Safaricom will automatically process the request and send you a confirmation SMS indicating the status and expected time for completion.

Photo of Safaricom shop offering M-pesa services. PHOTO/ Safaricom PLC X