How to Reverse Safaricom Airtime Purchases via M-Pesa: A Quick Guide

In 2026, Safaricom provides several DIY and assisted methods to reverse airtime mistakenly purchased via M-Pesa. To be eligible, you must initiate the request within 24 hours of the transaction.  If you’ve accidentally purchased too much Safaricom airtime through M-Pesa, there’s no need to worry. Safaricom provides an easy way to reverse the transaction, but you’ll need to act quickly. Here’s a step-by-step guide on how to reverse the airtime purchase within 24 hours:

Method 1: SMS to 456 (DIY Reversal) 

This is the most direct method for airtime bought for your own line or another Safaricom recipient. 

1. Locate the original M-Pesa confirmation SMS in your inbox.
2. Forward the entire message to 456.
3. Wait for a response from the “Reversal” sender confirming the request has started.
4. Important: If you have already used some of the airtime (e.g., for calls, data, or clearing an Okoa debt), you must top up to the original amount before forwarding the message to ensure a successful reversal. 

Method 2: M-Pesa or mySafaricom App

If the purchase was made through a Safaricom application, you can reverse it directly within the interface. 

1. Open the M-Pesa App or mySafaricom App.
2. Go to Transaction History and select the erroneous airtime purchase.
3. Tap the Reverse transaction icon.
4. Select a reason (e.g., “Wrong Amount”) and submit the request. 

Method 3: Chat with Zuri (WhatsApp)

Safaricom’s AI assistant, Zuri, can process reversals through WhatsApp. 

1. Save the contact 0722 000 100 and send “Hello” on WhatsApp.
2. Select M-PESA Help and Reversal from the menu.
3. Choose the Reverse option.
4. Provide the M-Pesa transaction code or paste the full confirmation message.
5. Enter your M-Pesa PIN when prompted to authenticate the request. 

Method 4: Customer Care

For more complex issues, contact Safaricom support directly. 

• Call: Dial 100 (PrePay) or 200 (PostPay) from your Safaricom line.
• Social Media: Send a direct message to @Safaricom_Care on X (formerly Twitter) or @SafaricomPLC on Facebook. 

Critical Limitations

• Bank-Initiated Purchases: Safaricom cannot reverse airtime bought directly through your bank’s app or USSD (e.g., *xxx#). You must contact your bank for these refunds.
• Used Airtime: A reversal will fail if the balance on the recipient’s line is lower than the purchase amount.
• Time Frame: Requests made after 24 hours are significantly harder to resolve and may not be successful. 

Discover Safaricom’s comprehensive options for reversing M-Pesa airtime purchases, from immediate SMS and app reversals to utilizing Zuri and direct customer support.