How to Withdraw Cash from M-Pesa at an M-Pesa Agent

How to Withdraw Cash from M-Pesa at an M-Pesa Agent via SIM Toolkit (STK)

This is the traditional method using your phone's SIM toolkit menu.

Steps:

1. Access M-Pesa Menu
   • Select M-PESA from your phone's main menu
2. Choose Withdrawal Option
   • Select withdraw cash
3. Select Agent Withdrawal
   • Select from agent
4. Enter Agent Details
   • Enter agent number which is displayed at the agent's shop
5. Specify Amount
   • Enter the amount you wish to withdraw
6. Confirm Transaction
   • Confirm to accept transaction details
   • Enter your M-Pesa PIN when prompted
7. Receive Confirmation
   • You and the agent will receive an SMS confirming the transaction. The agent will give you the cash.

How to Withdraw Cash from M-Pesa at an M-Pesa Agent via M-Pesa Super App

The M-Pesa Super App provides a modern, user-friendly interface for withdrawals.

Steps:

1. Launch the App
   • Launch the M-PESA Super App on your smartphone
2. Navigate to Withdrawal
   • On the home screen, Select withdraw
3. Choose Agent Withdrawal
   • Select withdraw at agent
4. Enter Agent Information
   • Enter agent number which is displayed at the agent's shop
5. Input Amount
   • Enter the amount you wish to withdraw
6. Complete Transaction
   • Confirm and accept transaction details
   • Use M-Pesa PIN or biometric authentication
7. Collect Cash
   • You and the agent will receive an SMS confirming the transaction
   • Present the SMS to the agent and collect your cash

How to Withdraw Cash from M-Pesa at an M-Pesa Agent via My Safaricom App

The Safaricom app integrates M-Pesa services with other Safaricom offerings.

Steps:

1. Open Safaricom App
   • Launch the M-PESA My Safaricom app
2. Access M-Pesa Services
   • On the M-PESA tab, Select withdraw cash
3. Select Agent Option
   • Select from agent
4. Provide Agent Details
   • Enter agent number which is displayed at the agent's shop
5. Enter Withdrawal Amount
   • Enter the amount you wish to withdraw
6. Authorize Transaction
   • Confirm and accept transaction details
   • Enter your M-Pesa PIN
7. Complete at Agent
   • Both you and agent receive SMS confirmation
   • Agent provides cash equivalent to withdrawal amount

How to Withdraw Cash from M-Pesa at an M-Pesa Agent via USSD (*334#)

The USSD method works on all phone types and doesn't require internet connectivity.

Steps:

1. Dial USSD Code
   • Dial *334# from your registered Safaricom line
2. Select Withdrawal
   • Select withdraw cash from the menu
3. Choose Agent Withdrawal
   • Select withdraw from agent
4. Enter Agent Number
   • Enter agent number which is displayed at the agent's shop
5. Specify Amount
   • Enter the amount you wish to withdraw
6. Confirm Details
   • Confirm and accept transaction details
   • Enter your M-Pesa PIN when prompted
7. Finalize at Agent
   • You and the agent will receive an SMS confirming the transaction
   • Present confirmation to agent for cash disbursement

Withdrawing from an Agent Security and Safety Tips

Transaction Security

1. Verify Agent Legitimacy
   • Use only authorized M-Pesa agents with official signage
   • Check that the agent number matches the displayed number
2. PIN Protection
   • Never share your M-Pesa PIN with the agent or anyone else
   • Enter your PIN privately on your own phone
3. Amount Verification
   • Double-check the withdrawal amount before confirming
   • Ensure you can afford the transaction fees
4. SMS Confirmation
   • Always wait for SMS confirmation before proceeding
   • Don't complete the transaction if you don't receive confirmation

At the Agent Location

1. Count Your Money
   • Count the cash provided by the agent before leaving
   • Verify the amount matches your withdrawal request
2. Keep Records
   • Save the SMS confirmation for your records
   • Note the transaction details for future reference
3. Report Issues
   • Report any discrepancies immediately to customer care
   • Contact Safaricom if the agent refuses to provide cash after confirmation