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Safaricom addresses M-Pesa message issue, KOX react

By Winnie Onyando February 11th, 2024 2 min read

Safaricom, Kenya’s leading telecommunications provider, has acknowledged a technical glitch causing some M-PESA messages to be misdirected to users’ spam folders.

In response to this inconvenience, the company has swiftly provided a simple solution to rectify the issue.

According to Safaricom, users experiencing this problem should follow these steps:

1. Check Spam & Blocked Folder: Open the SMS app on their device and navigate to the Spam & Blocked folder.
2. Unblock Safaricom or M-PESA Messages: Locate any Safaricom or M-PESA message in the folder and unblock it.
3. Ensure Messages Arrive in the Main Inbox: All subsequent messages from Safaricom or M-PESA should then arrive in the main inbox as usual.

Additionally, Safaricom advises Android smartphone users to select the default SMS app, as it does not have a spam folder, thus avoiding any potential issues with message delivery.

Also read: Safaricom responds to MPESA messages with RIP prefix

By following these instructions, users can ensure they receive important M-PESA messages without any disruptions.

However, reactions from Kenyans on social media suggest dissatisfaction with Safaricom’s M-PESA services, citing issues such as message delays and errors in transaction retrieval.

Twitter user @king__mwangi highlighted the need for optimisation of the M-PESA app, citing issues with fetching the latest transactions.

Meanwhile, @blackice_254 expressed frustration over delays in receiving deposit and transfer messages.

Similarly, @itsmartin_11 questioned the sudden categorisation of messages as spam and sought clarification from Safaricom.

Another user, @gregomitto, criticised the overall performance of Safaricom’s M-PESA services, citing delays of up to 20 minutes for messages to appear, if at all. The user urged Safaricom to address these issues promptly.

Also read: How Mpesa agent lost money to fraudsters purporting to be Mpesa staffers

Responding to these concerns, Safaricom has introduced changes to its M-PESA money transfer system effective February 5, 2024. These changes aim to provide a more secure and convenient experience for users across its network.

Under the new system, users will no longer be able to send funds to unregistered mobile money users on the Safaricom, Airtel, and Telkom networks.

Previously, unregistered users would receive voucher messages via SMS, which had to be redeemed at M-PESA Agents within a specific timeframe. This redemption process has now been discontinued.

The motivation behind these changes lies in two key areas:

1. Improved User Experience: Safaricom seeks to enhance user experience by eliminating the voucher system, which often caused confusion and inconvenience due to expiring vouchers and redemption difficulties.

2. Enhanced Security: These changes align with regulations set by the Central Bank of Kenya, prioritizing the security of transactions and ensuring peace of mind for all users.