Airtel Reports Delays in Airtime and Data Bundle Purchases via M-PESA

Airtel Kenya has informed its customers of intermittent delays in the allocation of airtime and data bundles purchased through M-PESA.

In a notice dated Wednesday, June 24, 2026, the telecommunications company said some users may experience delays after buying airtime or bundles using the mobile money platform.

According to Airtel, it is working with the M-PESA team to resolve the issue as quickly as possible.

“We are following up with the M-PESA team to resolve the issue at the earliest,” the company said in the notice.

Airtel Advises Customers to Use Airtel Money

As efforts to address the issue continue, Airtel has advised customers to use Airtel Money to purchase airtime and bundles.

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Customers can access the service by dialling *334# on their Airtel line or through the My Airtel App.

To complete a purchase, users should select the airtime or bundle option, choose their preferred amount, and enter their Airtel Money PIN.

How Airtel and M-PESA Services Are Connected

Airtel customers have several options for purchasing airtime and data bundles. Besides M-PESA, subscribers can use Airtel Money, debit or credit cards linked to the My Airtel App, or buy airtime directly through Airtel’s USSD services.

M-PESA remains one of the most popular payment methods among Airtel users due to its widespread adoption across Kenya.

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The mobile money platform, operated by Safaricom PLC, is used by millions of Kenyans for daily transactions such as sending money, paying bills, and purchasing airtime and data bundles.

The integration between M-PESA and Airtel allows subscribers to conveniently purchase Airtel products directly from their M-PESA wallets, without needing an Airtel Money account.

As a result, any disruption affecting transactions between the two platforms is likely to affect many customers who rely on M-PESA for quick airtime and bundle purchases.

Airtel did not disclose the cause of the delays or provide a timeline for resolving the issue, but assured customers that it is working with the M-PESA team to restore normal service as soon as possible.

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An M-pesa agent serves a customer along Mama Ngina Street, Nairobi on August 15, 2023. PHOTO/NMG