Sending money to the wrong till or paybill number is a mistake many Kenyans have made, and it often leaves people worried about losing their hard-earned cash. Safaricom has stepped in to reassure customers that such transactions can be corrected through a straightforward reversal process.
How to Reverse Wrong Transactions
M-Pesa users can initiate a reversal in two quick ways:
Dial *456#
Use the M-Pesa app
After selecting Reversal Request, simply follow the on-screen steps. For Buy Goods transactions, Safaricom directly processes the refund. With Paybill transactions, however, the organisation that received the funds must refund the money. Reversals typically take up to 72 hours.
Safaricom’s Advice
The company is urging customers to always confirm details before making payments.
“If you accidentally send money to the wrong number, till, or paybill, don’t panic. Dial *456# or use the M-Pesa app to request a reversal. To avoid errors, always double-check the recipient details,” Safaricom advises.
Understanding Tills and Paybills
Business Till Numbers: Used by shops, restaurants, salons, supermarkets, and other businesses to receive payments instantly. Safaricom charges 0.55% per transaction, though amounts below KSh 200 are free.
Paybill Numbers: Ideal for paying utility bills, school fees, or subscriptions. Each transaction uses a unique account number provided by the recipient organisation.
Why Reversal Services Are Important
Despite the Hakikisha feature—which prompts customers to confirm the recipient’s details—errors still occur. One wrong digit can easily divert money to an unintended account. The reversal option ensures that users have a chance to recover their funds safely.