Safaricom Customer Care Contact Numbers: The Complete, Up‑to‑Date Guide

Safaricom PLC is Kenya’s largest mobile network operator, serving over 43 million mobile subscribers and more than 32 million M-PESA customers in Kenya as of 2023/2024. With that scale, getting the right customer care number or channel can save you time and costs. This guide consolidates the official phone numbers, self‑service short codes, digital channels, and practical tips so you can reach the right team the first time—whether you’re on PrePay, PostPay, roaming, or calling from another network.

Safaricom’s call centre operates 24/7 and supports English and Kiswahili. Most short codes and calls to core care numbers are toll‑free on the Safaricom network when you are in Kenya; charges may apply when roaming internationally or if you call from a different network. Below you will find exact numbers, usage notes, and common scenarios so you can pick the most efficient path.

Primary Customer Care Numbers (Voice)

For voice support from a Safaricom line in Kenya, there are two primary short codes: 100 for PrePay customers and 200 for PostPay customers. Both are toll‑free and connect you to the interactive voice system and live agents for services such as airtime/data issues, SIM services, network coverage queries, device settings, and general account assistance. You can request callbacks, log tickets, and receive case reference numbers for follow‑up.

If you’re calling from another network in Kenya—such as Airtel or Telkom—or you’re overseas, use the geographic customer care line +254 722 002100 (local format 0722 002100). Standard network or roaming charges apply when dialing this number. Keep your phone number (MSISDN), national ID/passport (for SIM‑registration queries), and any recent M-PESA or airtime transaction references ready to speed up verification.

• PrePay Care (toll‑free from Safaricom): 100
• PostPay Care (toll‑free from Safaricom): 200
• From other networks or overseas: +254 722 002100 (0722 002100 within Kenya; standard charges apply)
• Voicemail access/queries: 191 (Safaricom line; standard voicemail usage rules apply)

Digital and Self‑Service Channels (Fastest for Everyday Tasks)

For many routine needs, self‑service is faster than waiting on the line. PrePay customers can dial *100# and PostPay customers *200# to manage bundles, check balances, view PUK/SIM info, and access basic troubleshooting. For M-PESA services, the universal USSD is *334#—use this to check M-PESA balance, statements, account limits, and to initiate a transaction reversal request if you paid the wrong number or till.

Safaricom’s official mobile app—MySafaricom—combines account management, live chat, and troubleshooting in one place. You can download it via Google Play or the Apple App Store and authenticate with your Safaricom number. Web chat is also available through the Help Centre on the official website at https://www.safaricom.co.ke/ (Help > Contact Us). For email, use [email protected] for documented cases when you need to attach screenshots, invoices, or letters (e.g., enterprise account requests or billing disputes).

M-PESA Help, Fraud Reporting, and Reversals

For M-PESA issues—such as wrong recipient, transaction status, chargebacks, or dispute resolution—start with *334#. Navigate to “My Account” or “Help” to initiate a reversal or raise a query. Keep the original M-PESA message handy: the transaction ID (e.g., QCLxxxxxxx) is essential for tracing. If you made a mistaken transfer, act immediately; timely reporting improves your chances of a successful reversal as long as funds remain in the recipient’s wallet and they consent or the case meets reversal criteria.

To report fraud (e.g., suspicious “you have won” SMS, phishing, or SIM‑swap attempts), forward the message to 333 via SMS. This is a free short code dedicated to fraud reporting and helps Safaricom block malicious numbers and warn other customers. You can also contact customer care on 100/200 if your line is compromised, then visit a Safaricom Shop with your original ID for SIM replacement and account verification if necessary.

When to Use Which Number or Channel

Choosing the right channel shortens resolution times. Voice lines are best for urgent service restoration (no signal, barred line), account security escalations (SIM‑swap suspicion), and complex billing disputes. USSD is best for quick self‑service tasks—checking balances, buying bundles, retrieving PUK, or managing M-PESA settings—without needing data.

• Use 100 (PrePay) or 200 (PostPay) for urgent line issues, unexplained balance deductions, roaming problems, or when you need an agent to check network/billing systems.
• Use +254 722 002100 if you’re calling from Airtel/Telkom or while roaming abroad; have your ID and recent transaction references ready.
• Use *100# (PrePay) / *200# (PostPay) for balances, bundles, PUK, and simple plan changes; no data needed.
• Use *334# for all M-PESA self‑service (balance, statements, reversal request, limits) and to avoid long call queues.
• Forward scam/fraud SMS to 333 immediately; then secure your line (PINs, SIM replacement if compromised).
• Use the MySafaricom App or website chat for live messaging with logs/screenshots; email [email protected] for documented cases requiring attachments.

Hours, Languages, Costs, and Practical Tips

Safaricom’s voice care on 100/200 operates 24/7 and supports English and Kiswahili. Calls to 100/200 are free from Safaricom numbers within Kenya. Calling +254 722 002100 from other networks or while roaming attracts the applicable charges set by your provider or roaming agreement. USSD self‑service (*100#, *200#, *334#) is free to access; standard M-PESA or bundle charges only apply when you execute paid transactions.

For faster resolution: call during off‑peak hours (early mornings or late evenings), have your ID ready for KYC checks, and note the case/ticket reference from the agent. If your issue relates to lines registered under your ID, dial *106# to view and manage numbers linked to your identity, then follow up with care if you spot unknown lines. For Home Fibre queries (availability, upgrades, support), dial *400# to request installation or log a support ticket through the app/website.

Physical Service Centres and Official Addresses

For SIM replacement, device checks, corporate account changes, or when in‑person ID verification is required, visit a Safaricom Shop. Use the official shop locator at https://www.safaricom.co.ke/personal/help-centre/safaricom-shops to find the nearest branch and view opening hours. Bring your original national ID or passport; copies are usually not accepted for SIM services due to Kenya’s SIM‑registration regulations.

Safaricom’s head office (HQ1) is located at Safaricom House, Waiyaki Way, Westlands, Nairobi. The official postal address is Safaricom PLC, P.O. Box 66827–00800, Nairobi, Kenya. The main corporate switchboard is +254 20 427 3000 (standard landline rates apply). For consumer customer care, the faster path remains 100/200 or the self‑service/app channels listed above.

Security Reminder

Safaricom will never call to ask for your M-PESA PIN, one‑time passwords (OTPs), full SIM/PUK, or card PINs. Do not share these with anyone—including people claiming to be agents or staff. Verify social handles (e.g., @Safaricom_Care on X/Twitter) and use the numbers above; ignore look‑alike pages and numbers posted in public comment threads.

If you suspect account compromise, immediately change your M-PESA PIN via *334#, forward any scam SMS to 333, and contact 100/200. For lost or stolen SIMs, request an urgent line barring and visit a Safaricom Shop with your ID for replacement.