Safaricom provides self-service options that allow you to manage your PrePay, PostPay, and M-PESA accounts effortlessly, without needing to contact customer care. These hassle-free and time-saving services empower users to resolve common issues directly from their phones.
How to Access Safaricom Self-Care Services
To access Safaricom Self-Care services, dial:
- *📱 100# – For PrePay services
- *📱 200# – For PostPay services
- *📱 234# – For M-PESA-related services
You can also reach Safaricom on Facebook (Safaricom Limited) and Twitter (@safaricom_care) for further assistance.
1. Retrieving Your PUK Number
If you enter the wrong PIN more than three times, your SIM card will be locked for security reasons. You will need a PUK (PIN Unlock Key) code to unlock it.
Steps to Retrieve Your PUK Code:
- Dial 📱 *1008# from another Safaricom number.
- Enter your mobile phone number.
- Provide your national ID number.
- You will receive your PUK code via SMS shortly.
2. Reporting Fraudulent Messages & Calls
Fraudsters often attempt to steal personal information, such as your ID number or M-PESA PIN, through suspicious texts or calls. These scams may:
- Ask you to call back a number.
- Urgently request you to send money.
- Pretend to be Safaricom staff or another trusted organization.
How to Protect Yourself:
- 🚨 Forward the sender’s number to 333 (Free of charge).
- 🗑️ Delete the fraudulent message immediately.
- 🔒 Remember: Safaricom will never ask for your M-PESA PIN. PIN yako ni SIRI yako!
3. M-PESA on mySafaricom App
For a more secure and seamless M-PESA experience, use the mySafaricom App to ensure you are sending or paying the right recipient before completing transactions.
Key Features of M-PESA on mySafaricom App:
✔ Search contacts in your phonebook instead of entering numbers manually.
✔ Confirm PayBill & Buy Goods Till numbers before making payments.
✔ Verify M-PESA Agent names before withdrawing funds.
✔ Use the app free of charge (No data costs).
✔ Access M-PESA statements (Mini or Full) with a single tap.
*4. M-PESA Self-Service (*234#)
For basic M-PESA-related queries, *dial 📱 234# for a free and convenient way to resolve issues:
Available Self-Service Options:
- 📊 Tariff Query: View transaction fees for sending and withdrawing money.
- 📜 Mini-Statement: Get details of your last 5 M-PESA transactions.
- 🔔 Report Service Issues with M-PESA agents:
- PIN disclosure
- Unauthorized withdrawals
- Overcharges
- Poor customer service
- Lack of float or cash at an agent
- 💰 M-Shwari: Get details on M-Shwari savings and loan services.
- 👨👩👦 Update Next of Kin Details for account security.
*5. PrePay Self-Service (*100#)
For assistance with PrePay services, *dial 📱 100# and access a menu with various self-help options.
Key PrePay Self-Service Options:
- 📊 My Account:
- Check your balance.
- Sambaza airtime to another number.
- Top-up airtime for yourself or others.
- View your mobile number information.
- 🌐 Internet & Bundles:
- Purchase data bundles (📱 *544#)
- 📢 Products & Services:
- Get information on Safaricom promotions & offers.
- 💸 M-PESA Access:
- Access additional M-PESA menu features (📱 *234#)
- 📜 My Subscriptions:
- Manage charged SMS services (e.g., Skiza, News messages).
- 🔑 Retrieve PUK Code:
- Unlock your SIM when blocked due to multiple incorrect PIN entries.
- 📍 Find a Safaricom Shop:
- Locate the nearest Safaricom shops and Care Desks.
*6. PostPay Self-Service (*200#)
For assistance with PostPay services, *dial 📱 200# to manage your account and subscriptions.
Key PostPay Self-Service Options:
- 📊 My Account:
- Check your PostPay balance.
- Sambaza airtime to another number.
- Top-up your account.
- View your mobile number details.
- 🌐 Internet & Bundles:
- Purchase data bundles (📱 *544#)
- 📢 Products & Services:
- Get updates on Safaricom promotions.
- 💸 M-PESA Access:
- Manage your M-PESA transactions (📱 *234#)
- 📜 My Subscriptions:
- Manage charged SMS services (e.g., Skiza, News messages).
- 📍 Find a Safaricom Shop:
- Locate the nearest Safaricom shops and Care Desks.
Conclusion
With Safaricom Self-Service options, you no longer need to call customer care for basic inquiries. Whether you need to retrieve your PUK code, report fraud, manage M-PESA transactions, check balances, or purchase bundles, these self-care menus are designed to provide fast, convenient, and free access to essential services.
💡 Stay in control of your Safaricom account today! 💡