Welcome to our support center

How can we help you?

Customer Support and Trouble shooting

1. What details do I need to verify when I call Customer Support?

 

You should have your identification information (given during registration / upgrade) when you call Customer Support on 55400.


2. What details are required if I call regarding a particular transaction?

 

You should have the transaction ID related to that transaction and you have to provide it to the Customer Care Executive.


3. What happens if I lose the mobile phone signal while using M-Pesa?

 

If this happens, the payment may or may not have been processed. To confirm, wait for a few seconds, and then check your account balance and activity history. If you are still unsure of the status of your payment, please call our Customer Care. Do not initiate a transaction again until you get confirmation of the previous transaction.


4. I get a supplementary service not-error while using *400#. What does this mean?

 

Normally, this not-error occurs when your session times out due to inactivity.


5. What do I do if my account gets locked?

 

Call Customer Care and unlock it. You need to provide authentication information before your account could be unlocked.


6. What happens if I make wrong PIN attempts?

 

After 5 incorrect PIN attempts, your account will automatically be locked by the system for security reasons. You need to contact Customer Care to unlock it. After necessary verification, you will be sent a new PIN to resume the service.


7. What if I forget my PIN?

 

Call the Customer Care to have them reset it for you. You need to provide authentication information before your PIN can be reset. You will get an SMS with a temporary PIN which you need to change the first time you use the service. You may also use Forgot PIN option in my account by dialing *400#.


8. What if I lose my mobile phone?

 

Even if you lose your mobile phone, no one will be able to access your M-Pesa account without your PIN. Since the PIN is not stored on the phone, your money is safe. Inform M-Pesa by calling Customer Care, so that we can block your account for further security.


9. What do I do if I buy a new phone?

 

The M-Pesa application is linked to your mobile number & not your handset. So you can change as many phones as you want and be still able to use the service uninterrupted.


10. What should I do if I change my mobile number?

 

M-Pesa works only on the same number on which you have registered your M-Pesa account. In case you only change your number and not your operator, you will not be able to continue using M-Pesa. Please call our Customer Care to deactivate your account.


11. I want to deactivate my M-Pesa account. How do I get my balance back?

 

We suggest you use the entire amount before getting the account deactivated. You may also submit a request at any Vodafone store for closure and settlement of your account.


12. Will subscribers of other service providers be able to call the M-Pesa Toll Free number?

 

Yes.


13. Will it be Toll Free for them as well or chargeable? If yes, what would be the charges?

 

All calls to the toll-free numbers are free for all callers.


14. Can users (Vodafone as well as non-Vodafone) from other locations also connect to the Toll Free number?

 

Yes.


15. What happens if the unregistered customer has deleted the SMS for fund transfer?

 

In such a case, the remitter should call the Call Centre and request them to resend the transfer code via SMS.


16. How will I know the authenticity of the M-Pesa agent?

 

The M-Pesa agent will have an agency code which will be displayed at the store. Only if this code is valid the customer will be able to withdraw cash at the agent store. Also any exchange of physical cash for M-Pesa will be done only after the SMS confirmation.


17. I am changing from postpaid to prepaid (or vice versa). Will you transfer my wallet?

 

As long as you use the same number, no change is required.


18. I do not have full documents with me, What if I am unable to provide full documentation at the time of registration?

 

In case, you are not able to meet our documentation guidelines, you can still operate as a semi-closed account. Later you can visit our authorised M-Pesa agent, provide them with the acceptable documents and your account will be updated to a KYC account where you can enjoy all the services offered by M-Pesa.


19. What if my verification fails?

 

If your verification fails due to of lack of proper documentation, we will intimate you and you may need to re-submit all the documents. If your KYC verification is rejected by ICICI Bank or if you do not have complete documentation, you can still use the semi closed account which allows you to make bill payments, recharge mobile number. You can also receive money from other M-Pesa customers. However at any given time, balance in your account should not exceed Rs. 20,000.


20. Can foreigners sign up for mobile money?

 

Foreigners can enroll for this service after submitting valid documents as per defined KYC list.


21. Is there a minimum deposit that I have to make while opening the account?

 

No.


22. Is there an account opening fee?

 

No.


23. Can I reverse payment if I made it to the wrong mobile number?

 

In such a case, we regret to inform you that we cannot take any request for reversal of your incorrect transaction. We suggest that you to speak to the recipient and request them to refund the amount to your account.


24. How can I get my account details changed or modified?

 

Customers need to submit a written request to authorised M-Pesa agent / store along with self-attested proof of identity.