M-Pesa Customer Dos & Don'ts

M-Pesa Customer Dos

  • Open M-Pesa account with zero balance
  • Carefully check the mobile number of beneficiary before making any payment
  • Read the instructions in handset carefully before any action
  • Clarify any doubt you have regarding M-Pesa from the nearest agent or by calling customer care at 55400
  • Verify your transactions regularly. Any unauthorized transaction, if observed should be reported to the customer care
  • Inform customer care immediately if your phone has been stolen or if you have lost it
  • Choose a PIN which is not easy to guess. Change the PIN frequently
  • View the confirmation SMS post any transaction to ensure the correctness. If you do not receive a confirmation SMS within 15 minutes of transaction inform the customer care
  • Wait for five minutes before making repeated transactions to same beneficiary of same amount
  • Call customer care if you have forgotten your PIN
  • Share voucher code only with an authorized M-Pesa agent when you visit their store for cash withdrawal

M-Pesa Customer Don'ts

  • Don't share your PIN with anyone not even with M-Pesa agent or customer care representatives
  • Don't let anyone see you enter PIN
  • Don't leave agent's store till you receive SMS confirming your transaction
  • Don't share voucher code except with the M-Pesa agent who would facilitate your request for withdrawal
  • Don't pay any fee or charges in cash to any agent. Any fee or charge applicable would be deducted directly from your account
  • Don't sign any blank application form, to be filled in by an agent later
  • Don't hand-over cash, copies or original documents containing your personal information like date of birth, PAN, address proofs, etc. to anyone claiming to be M-Pesa agent. Visit only authorized M-Pesa stores to deposit or withdraw money
  • Don't respond to any e-mails or phone calls that falsely claim to be from a bank or from MCSL and ask you to disclose your personal and M-Pesa account related confidential details. We will never ask you to share your personal or M-Pesa account details