Safaricom Customer Care: Expert Guide to Getting Help Fast (2025)

Safaricom PLC operates Kenya’s largest mobile network and mobile money platform, supporting well over 40 million mobile subscribers and tens of millions of active M-PESA users. With that scale, customer care has matured into a 24/7, multi-channel operation designed to resolve issues ranging from SIM and network queries to M-PESA reversals, Home Fibre faults, and enterprise support.

This guide explains the most reliable ways to contact Safaricom customer care, what information speeds up resolution, practical turnaround times, and critical security rules. It includes direct numbers, official short codes, physical locations, and proven steps to escalate unresolved cases.

Direct Contact Channels (Phone, Short Codes, Apps, Social)

For voice support from a Safaricom line, dial 100 (PrePay) or 200 (PostPay). These lines are toll-free on the Safaricom network and are staffed 24/7. Expect identity verification (name on line, ID/passport number used during SIM registration) before account-specific actions. If your SIM is inactive or you’re roaming, you can still try 100/200 from a Safaricom line; if unreachable, use the MySafaricom App or social channels listed below.

For self-service, use the official USSD menus: PrePay services via *100#, PostPay via *200#, M-PESA via *334#, and Home Fibre via *400#. These menus handle common needs like airtime/data purchases, plan changes, M-PESA mini statements, line activation checks, and Home Fibre payments or troubleshooting prompts. Data bundles are also accessible via *544#. These short codes work on basic and smartphones without data, and are the fastest first step for most routine tasks.

Digital support is available through the MySafaricom App and the M-PESA Super App (Android and iOS). Both provide in-app help, transaction histories, live bundle/airtime management, and in many cases faster verification since you are authenticated by your line. Safaricom’s official website is https://www.safaricom.co.ke/ (check the “Support” and “Contact us” sections). Verified social channels include X (Twitter) @Safaricom_Care and Facebook “Safaricom PLC.” Never share your M-PESA PIN or full card details in DMs; genuine agents will not ask for them.

Walk‑In Support and Key Addresses

Safaricom operates full-service retail outlets (“Safaricom Shops”) countrywide for SIM swaps, device checks, M-PESA agent issues, Home Fibre sign-ups, and enterprise support. The Nairobi head office is at Safaricom House, Waiyaki Way, Westlands, Nairobi, P.O. Box 66827–00800. The Michael Joseph Centre (at the same complex) is used for events and some customer programs; frontline retail services are handled at Safaricom Shops rather than the HQ reception.

Typical shop hours are roughly 08:00–19:00 Monday–Saturday and 09:00–17:00 on Sundays and public holidays, varying by mall/location. Bring an original national ID or passport for SIM services, M-PESA line changes, and sensitive requests. You can locate the nearest Safaricom Shop via the Store Locator on the Safaricom website; mall-based shops (e.g., Sarit Centre, TRM, Two Rivers, Junction) usually keep the mall’s opening times.

M-PESA Support: Reversals, Limits, and Fraud Safety

For M-PESA self-service, dial *334# or use the M-PESA App. If you send money to a wrong number, request a reversal immediately by forwarding the original M-PESA SMS to 456 or by using the “Reverse” option in the M-PESA App or the *334# menu. Faster action increases success probability, especially if the recipient has not withdrawn or spent the funds. You will receive an SMS confirmation and a case reference; typical resolutions range from minutes to several hours, but complex cases can take up to 48–72 hours.

As of recent regulatory updates, the typical single-transaction limit is up to KSh 250,000 and the daily limit up to KSh 500,000 (subject to change by Safaricom and the regulator). Exceeding limits, name/ID mismatches, or suspicious activity can trigger holds or additional verification. Safaricom will never ask for your M-PESA PIN, full debit/credit card PAN, one-time passwords, or your device unlock code. If you suspect fraud, change your M-PESA PIN immediately via *334# and report the incident through 100 or @Safaricom_Care with your transaction details (excluding your PIN).

Home Fibre and Fixed Services: Faults and Installations

For Safaricom Home Fibre account management, payments, and troubleshooting, use *400#, the MySafaricom App, or call 100/200 for live support. If you are in a covered area and apply, standard installations are typically scheduled within a few business days; technicians will call or SMS to confirm time and address. Bring your ID for sign-up and ensure you have power and a safe mounting point for the router/ONT.

If your connection drops, first power-cycle the router and check for local outages via *400# or the app. When you report a fault, you should receive a ticket number by SMS. Keep that reference for follow-up. On-site resolutions for last‑mile issues may take 24–72 hours depending on access to your premises and area severity (e.g., cabinet or fibre cuts). Billing or plan change issues are usually resolved faster via the app or USSD.

Escalation, Timelines, and How to Get Answers Faster

Every phone, social, or shop interaction should generate a case or ticket number (reference ID). For most billing adjustments and basic network checks, allow 24–48 hours; for technical faults requiring field work or third-party coordination, 48–72 hours is more realistic. If a case lapses the promised timeframe, respond to the same thread or call again quoting the ticket number to nudge escalation to the Customer Resolutions Team.

To speed resolutions, contact Safaricom with the exact MSISDN (07xx xxx xxx), your verified ID, timestamps, and affected locations. For M-PESA, include the exact transaction code (e.g., QF12AB3456), amount, and counterparty MSISDN or till/paybill. For Home Fibre, provide your account number, router model and lights status, and whether the ONT reboots resolved anything. Detailed, verifiable information typically reduces back‑and‑forth and shortens turnaround by a day or more.

What to Have Ready Before You Contact Safaricom

• Your Safaricom line number and national ID/passport used for SIM registration; for corporate lines, have the authorized contact details/letter.
• For M-PESA: the original SMS or transaction code, exact amount, time/date, and recipient/till/paybill. For reversals, forward the SMS to 456 immediately.
• For Home Fibre: account number, service address, router/ONT model, lights status, and a brief timeline (when outage started, any error messages).
• Any recent changes (SIM swap, device change, new bundles, roaming activation) that might explain the issue.

Official Short Codes and Contacts You Can Trust

Use only official channels and short codes published by Safaricom. The list below covers the most-used customer care and self-service entry points. If a code or contact is not on the Safaricom website or app, treat it as suspicious. When in doubt, call 100 from a Safaricom line and ask an agent to confirm.

• Customer Care (voice, 24/7): 100 (PrePay, free on Safaricom), 200 (PostPay, free on Safaricom)
• PrePay Self‑Service: *100#
• PostPay Self‑Service: *200#
• M-PESA Self‑Service: *334#; M-PESA Reversal: forward the original M-PESA SMS to 456
• Home Fibre Self‑Service: *400#
• Data/Voice Bundles Menu: *544#
• Website: https://www.safaricom.co.ke/ (Support and Store Locator inside)
• Social Care (verified): X (Twitter) @Safaricom_Care; Facebook “Safaricom PLC”

Final Security Notes

Safaricom staff will never ask for your M-PESA PIN, full card number, CVV, or one‑time passwords. Do not share screenshots that expose your full card details or PIN prompts. If you suspect a scam, hang up and call 100 immediately, then change your M-PESA PIN via *334#.

Keep your ticket references, use the official short codes, and provide precise details. With those basics, most Safaricom customer care issues—whether line, M-PESA, or Home Fibre—are resolved within standard timelines, and critical cases can be escalated efficiently when needed.

Is 0722000000 Safaricom customer care?

If someone tries to register a new line using your ID you will receive an SMS from 707 asking you to confirm that you are registering a new line. 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.

What is the WhatsApp number for Safaricom customer care?

0722000100
Chat with Safaricom Zuri on WhatsApp (0722000100), Telegram, and Messager.

How do I talk to customer care?

5 Tips for Successful Customer Service Conversations

1. Use your customer’s name. A person’s name is the sweetest sound they can hear.
2. Guide them with step-by-step instructions to solve problems.
3. Use easy-to-understand language.
4. Use appropriate humor.
5. Don’t end the conversation abruptly (Offer to help further)

How to contact Safaricom customer care from abroad?

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].