M-Pesa Reversal (Hakikisha) Services

How Hakikisha Works

Hakikisha automatically displays the recipient's registered name before you confirm any transaction. This gives you a final opportunity to verify that you're sending money to the correct person or business.

Transactions Covered by Hakikisha

Hakikisha is available for the following transaction types:

1. Send Money – Confirms recipient's name, number, transaction amount, and transaction cost
2. M-Pesa Agent Deposits and Withdrawals – Confirms agent number, name, and deposit amount
3. Paybill Transactions – Confirms partner name, paybill number, account number, transaction amount, and transaction cost
4. Lipa na M-Pesa (Buy Goods) – Confirms merchant's name, till number, transaction amount, and transaction cost

Platforms Supporting Hakikisha

You can use Hakikisha across all M-Pesa transaction channels:

• M-Pesa App
• mySafaricom App
• M-Pesa SIM Toolkit
• M-Pesa USSD (*334#)

Key Features of Hakikisha

• Automatic Activation: All M-Pesa customers are automatically opted into the service. No menu update is required.
• Free of Charge: The Hakikisha confirmation service is free, though normal M-Pesa transaction charges apply.
• Universal Access: Available on most handsets and wherever you can use M-Pesa.
• Opt-Out Option: Customers who prefer not to use the service can dial *234# to opt out. However, note that other customers will also not be able to confirm your name when you opt out.

Important Security Note

To cancel a transaction after seeing the Hakikisha prompt, you must send any letter or number within 25 seconds. Simply pressing cancel, dismiss, or close on your phone will NOT stop the transaction—this is a critical detail that many users overlook.

M-Pesa Reversal: When Things Go Wrong

Despite Hakikisha's preventive measures, errors still occur. There are multiple methods to request transaction reversals, each designed for different situations and user preferences.

Four Main Reversal Methods

M-Pesa transactions can be reversed using four primary methods:

1. SMS Reversal (Forwarding to 456)

This is the simplest and most accessible reversal method.

Steps:

1. After completing the transaction, locate the M-Pesa confirmation message
2. Forward the entire message to 456
3. You will receive a response from "Reversal" confirming that your reversal request has been started
4. An update will be shared within 2 hours
5. Monitor your messages for updates from the "Reversal" header

Advantages: Quick, no app required, works on all phones

2. Reversal via M-Pesa App

The M-Pesa App offers a streamlined reversal process with immediate feedback.

Requirements:

• The transaction must have been done by you personally
• The transaction must have been completed using the M-Pesa App
• The transaction must have just been concluded (historical transactions cannot be reversed through the app)

Steps:

1. Complete your transaction and realize it was erroneous
2. Tap on the "Reverse transaction" icon in the M-Pesa App
3. You'll be presented with reversal reasons (wrong amount, wrong recipient, other, etc.)
4. Select the appropriate reversal reason
5. The reversal request is submitted immediately
6. You'll receive a notification that the reversal request has been received, with an update expected in 2 minutes
7. Within a few seconds, you'll be notified that transaction reversal has started, with a final update within 2 hours
8. Safaricom will contact the recipient for consent
9. Check messages from the "Reversal" header for status updates
10. Once successfully reversed, you'll receive confirmation that the reversal is complete

Advantages: Real-time updates, user-friendly interface, reason selection

3. Reversal via mySafaricom App

The mySafaricom App provides another convenient digital option for reversals.

Requirements:

• The transaction must have been done by you personally
• The transaction must have been completed using the mySafaricom App

Steps:

1. After completing the transaction, tap on the "Reverse transaction" icon
2. Confirm that you want to raise a reversal request
3. You'll be notified that the reversal request has been received for processing, with feedback within 2 minutes
4. You'll receive a message from "Reversal" updating you that the reversal request has started
5. Safaricom will follow up with the recipient, with feedback shared within 2 hours
6. Monitor your messages for updates from the "Reversal" header

Advantages: Integrated with Safaricom account management, convenient for existing mySafaricom users

4. Reversal via Zuri (WhatsApp)

Zuri is Safaricom's AI-powered customer service chatbot available on WhatsApp, providing conversational support for reversals.

Steps:

1. Save Zuri's number: 0722000100
2. Open WhatsApp and initiate a conversation with Zuri by typing "Hello"
3. Zuri will respond with Safaricom's privacy policy (which you should read)
4. Zuri will present several options including "Manage subscriptions," "M-PESA Help and Reversal," "Loans and savings," etc.
5. Select option 2: "M-PESA Help and Reversal"
6. Select option 1: "Reverse"
7. Type or copy-paste the M-Pesa transaction code or the entire transaction message
8. Confirm your phone number
9. You'll be asked to confirm your M-Pesa details by entering your M-Pesa PIN to authenticate that you own the number
10. You'll receive a notification on WhatsApp that the reversal request has been received, with an update to be shared shortly
11. The recipient will be contacted for consent before the reversal is completed

Advantages: Conversational interface, guided process, accessible via popular messaging app

Additional Reversal Options

For customers who prefer traditional support channels or face difficulties with digital methods:

• Visit a Safaricom Shop: Walk into any Safaricom retail outlet for in-person assistance
• Contact Customer Care: Dial 100 (prepaid customers) or 200 (postpay customers)
• Self-Service USSD: Dial *234# for self-service options

Special Considerations for Merchants

Business owners with M-Pesa Till or Paybill accounts have dedicated reversal methods:

1. M-Pesa Business App: Merchants can request reversals directly through the business app
2. USSD Option: Dial *234# → select option 4 (Merchant Services) → select My Account Services → select Partner Self Statements and follow the prompts

Merchant Security Guidelines

If you're a merchant and receive a call or SMS claiming someone sent money by mistake:

• Never send money back before checking your M-Pesa balance
• Safaricom may contact you via phone (0722000000) or email regarding legitimate reversal requests
• You can reverse funds yourself through the M-Pesa Business App or authorize Safaricom to reverse on your behalf when you're certain the funds don't belong to you
• Always verify transactions through your statement, not customer SMS screenshots

Important Facts About Reversals

Recipient Consent Required

All reversal methods require the recipient to be contacted for consent before the reversal is completed. This protects both parties and ensures legitimate transactions are not reversed without the recipient's knowledge.

Timeline

• Initial acknowledgment: Within 2 minutes
• Final resolution: Within 2 hours
• The actual reversal depends on recipient consent

What Cannot Be Reversed

Certain transactions have specific reversal limitations:

• Partial reversals are generally not allowed (full amount reversals only)
• Send to Mobile (international transfers) reversals must be requested through customer care
• Historical transactions cannot be reversed through the M-Pesa App