Safaricom Issues Update After Major M-Shwari Outage

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Tags: M-Shwari, Safaricom

Safaricom Issues Update After Major M-Shwari Outage

Nancy Osumba November 19, 2025

Safaricom has issued an update on the major M-Shwari outage that has left customers unable to access the service for more than 12 hours.

Customers expressed frustrations on social media on Tuesday, November 18.

There were complaints that their deposits and withdrawals were not being reflected, and balances remained unchanged.

In a statement at 2:27on Tuesday, Safaricom said, “We are sorry you are experiencing difficulties accessing M-Shwari services. Our team is actively working on it, and the issue will be resolved as soon as possible. Thank you for your patience.”

Safaricom Confirms Outage

In an earlier statement, the Company said its technical teams, together with partner NCBA, are working to resolve the glitch after widespread complaints online.

“M-Shwari services are currently unavailable due to an outage. Our partner NCBA is working closely with us to resolve the issue and restore services as soon as possible. We sincerely apologize for any inconveniences caused and appreciate your patience,” it said.

In another statement on the morning of Wednesday, November 19, the Company said customers are still experiencing delays affecting M-Shwari transactions.

Also Read: Safaricom Records Ksh42.8 Billion Profit in First Half of 2025

Safaricom apologized for the inconvenience caused, adding that the issue is being resolved and it will keep the customers updated.

“Good morning. We are currently experiencing delays affecting M-Shwari transactions. The issue is being addressed, and we will keep you updated. Sorry for the inconvenience,” the Company said.

Also Read: M-Shwari Confirms Full Restoration of Services After Earlier Disruption

M-Shwari Gives Updates

M-Shwari also confirmed the outage in a statement published at 7:32 pm on November 18th.

The Company said it will resolve the issue as soon as possible and apologized for all the inconveniences cause by the outage.

“M-Shwari services are currently unavailable due to an outage. We are working to resolve the issue and restore services as soon as possible. We sincerely apologize for any inconvenience caused and appreciate your patience,” M-shwair said.

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