Safaricom Customer Care Numbers: Fastest Ways to Reach Support

All Official Safaricom Customer Care Numbers

Safaricom operates multiple care lines, each optimized for a specific need. The main customer care line for prepaid customers is 100, and it is toll-free when called from a Safaricom line within Kenya. For PostPay customers, 200 is the dedicated support line and is also toll-free when dialed from a Safaricom line.

If you are calling from another network or from outside Kenya, use the international customer care number +254 722 002100. Standard cross-network and international/roaming voice charges apply from your provider. For M-PESA-specific assistance (reversals, dispute resolution, limits, agent issues), call 234 from a Safaricom line; it is toll-free.

• 100 — General Customer Care (toll-free on Safaricom, 24/7). Best for airtime, data, SIM, line registration, PUK, and general queries.
• 200 — PostPay and Enterprise Support (toll-free on Safaricom, 24/7). For billing, credit limits, corporate accounts.
• 234 — M-PESA Customer Care (toll-free on Safaricom, 24/7). For reversals, chargebacks, limits, agent performance, and M-PESA profile issues.
• +254 722 002100 — Customer Care from other networks/abroad (charged as per your provider/roaming plan, 24/7).

When to Use Each Number

Use 100 if you’re managing personal prepaid services: buying or troubleshooting bundles, querying airtime deductions, SIM swap status, VoLTE/VoWiFi activation, line registration or PUK retrieval. The agents can also check network outages by location and raise a technical ticket if voice/data coverage is degraded in your area.

Call 200 when your line is on PostPay or when your account is under a business or enterprise contract. This team can handle PostPay bill clarifications, itemized usage, migration between plans, deposits, and credit-limit reviews. They also liaise with enterprise support for multi-line accounts and dedicated APNs.

Contact 234 for any M-PESA matter: wrong recipient reversals, till and paybill disputes, chargeback follow-up, transaction limit reviews, M-PESA PIN resets, or M-PESA Global issues. As a reminder, the current M-PESA per-transaction limit is often higher than before, and daily limits may apply; an agent can confirm the active limits on your wallet and advise on splitting large transfers safely.

Costs, Languages, and Hours

Calls to 100, 200, and 234 are free when you call from a Safaricom line within Kenya. If you dial +254 722 002100 from another network or while roaming, you will be billed at the prevailing cross-network or roaming voice rate set by your provider. If you have VoLTE or Wi‑Fi calling enabled, charges follow your voice plan as usual.

Safaricom’s phone support operates 24 hours a day, 7 days a week, including public holidays. IVR menus typically start with language selection (English or Kiswahili), after which you can navigate to self-service or request to speak to an agent. During peak hours (weekday mornings and early evenings), waits may be longer; late evenings and early afternoons often have shorter queues.

If you cannot wait on the line, consider alternative channels below for faster resolution, especially for transactions where you already have reference numbers or SMS confirmations.

Alternative Channels if You Can’t Get Through

Self-service codes resolve many common issues instantly without calling. Dial *100# (prepaid) or *200# (PostPay) to manage bundles, check balances, retrieve PUK, and activate/deactivate value-added services. For M-PESA menu actions, limits, and some reversals, use *234#. For Home Fibre plan management (sign-up, payments, plan changes), use *400#.

The MySafaricom App (Android/iOS) provides balance checks, bundle purchases, line management, M-PESA statements, and in-app chat. For web support and live chat, visit https://www.safaricom.co.ke and navigate to Support > Contact Us; you’ll find live chat, email, and store locator tools there.

Safaricom’s digital assistant “Zuri” is available on WhatsApp, Facebook Messenger, and Telegram via links published on the official website. For quick social escalations, use the verified handle @Safaricom_Care on X (Twitter) and the official “Safaricom PLC” page on Facebook. Do not share your M-PESA PIN, one-time passwords, or full card details on social platforms; genuine agents will never ask for them.

Addresses and Visiting a Retail Shop

Safaricom PLC Headquarters: Safaricom House (HQ1), Waiyaki Way, Westlands, P.O. Box 66827–00800, Nairobi, Kenya. Major care and experience centers are located nationwide in Nairobi CBD, Westlands, Mombasa, Kisumu, Nakuru, Eldoret, Nyeri, and many other towns.

Use the store locator at https://www.safaricom.co.ke (Support > Find a Shop) to get the latest addresses, opening hours, and queue times. Most shops open Monday–Saturday roughly 08:00–19:00, and Sundays/public holidays around 09:00–17:00, but hours vary by location and season.

Carry an original national ID or passport for SIM registration, line replacement, M-PESA PIN resets, or corporate account changes. For corporate accounts, bring a stamped authorization letter on company letterhead and a copy of the company registration certificate if you’re making administrative changes.

Make Your Call Efficient and Safe

Having the right details in front of you speeds up verification and resolution. For M-PESA queries, the agent will usually need the transaction code (e.g., QN12ABCDEF), the exact amount and time, and the recipient’s number or till/paybill. For line or device issues, have your phone model, SIM ICCID (on the SIM card holder), and your location (estate/landmark) for network checks.

• Prepare your identification: Full name as registered, ID/passport number, and the affected Safaricom number.
• For M-PESA reversals, immediately forward the original M-PESA SMS to 456; then call 234 if needed to follow up.
• Use self-service first: *100# (prepaid), *200# (PostPay), *234# (M-PESA), *400# (Home Fibre) — many fixes are instant.
• Note the case reference the agent gives you and keep it until the issue is fully resolved.
• Security: Safaricom will never ask for your M-PESA PIN or full one-time passwords over the phone, chat, or social media. If someone does, hang up and call 100 or 234 to report.

Quick Reference

Primary lines: 100 (general), 200 (PostPay), 234 (M-PESA), +254 722 002100 (other networks/abroad). Website: https://www.safaricom.co.ke. Social care: @Safaricom_Care on X and Safaricom PLC on Facebook. Headquarters: Safaricom House (HQ1), Waiyaki Way, Westlands, P.O. Box 66827–00800, Nairobi.

If your matter is urgent and you are on a Safaricom line, call the dedicated number for your need first; otherwise, use the website or self-service USSD to minimize wait time and get a case logged immediately.

How do I directly contact Safaricom customer care?

PrePay: Call 100 (No charge) or +254722002100 (Chargeable) or email [email protected]. PostPay: Call 200 (No charge) or +254722002200 (Chargeable) or email [email protected]. Data Queries: email [email protected].

Is 0722000000 a Safaricom customer care number?

Recognize Safaricom’s official contacts. Safaricom only calls from 0722000000. Safaricom staff will never ask you to share your MPESA PIN, SIM passcodes or password. Do not divulge your personal information to anyone.

How do I talk to customer care?

Speaking to the Customer Service Representative

1. Call or visit early in the morning if possible.
2. Speak in a friendly tone of voice and have a positive attitude.
3. Make statements that demonstrate your dissatisfaction.
4. Explain your problem to the agent.
5. Understand the limits of the customer service representative.

What is the number for Safaricom self service?

All you need to do is dial *456#Ok to access all Safaricom services under the consolidated single short code. The service allows our customers to use one short code to access Safaricom services and products whether one is on Prepaid or Postpaid. Which services can I access under *456#?