Safaricom Introduces New Way to Reverse Wrong M-Pesa Transactions via 100#
Safaricom PLC has introduced a new, user-friendly method that allows M-Pesa customers to initiate transaction reversals directly through the USSD code *100#, in a move aimed at enhancing convenience and customer protection.
The new service enables users who accidentally send money to the wrong number or till to self-initiate a reversal without necessarily contacting customer care or visiting a Safaricom outlet.
According to the company, the feature is available to both prepaid and postpaid customers — accessible via *100# for prepaid users and *200# for postpaid subscribers.
Upon dialing the code, users can select the “M-Pesa” option, then proceed to “Reversal” or “Wrong Transaction”. The system displays the most recent transactions, from which the customer can choose the one sent in error and confirm the reversal request.
Once submitted, Safaricom’s automated system immediately begins processing the request. Customers then receive an SMS confirmation indicating that the reversal process has been initiated.
In a statement, Safaricom said the initiative reflects its continued commitment to innovation and customer safety in digital financial services.
“We remain committed to empowering our customers with faster and more transparent self-service options. The new *100# reversal feature is designed to simplify how customers correct transaction errors while ensuring greater security and control,” the company stated.
The feature complements existing reversal methods, including forwarding the M-Pesa confirmation message to 456, using the reverse transaction option on the M-Pesa App, or contacting customer care directly for assistance with complex or business-related transactions.
Safaricom further advised users to initiate reversal requests as soon as possible after identifying an error, noting that the success of the reversal depends on whether the recipient has withdrawn or spent the funds.
The company also reminded M-Pesa users to continue using the Hakikisha verification feature, which allows customers to confirm the recipient’s name before completing a transfer, to minimize transaction errors.
The introduction of the *100# reversal feature underscores Safaricom’s broader strategy to strengthen customer trust, enhance digital efficiency, and safeguard users’ financial transactions in Kenya’s rapidly evolving mobile money ecosystem.
