Safaricom Customer Care Line: The Complete, Practical Guide

What the Safaricom Customer Care Line Covers

Safaricom operates Kenya’s largest mobile network and mobile money platform, serving over 42 million active lines and tens of millions of M-PESA users as of 2024. To support this scale, Safaricom runs a 24/7 contact centre that handles mobile voice and data issues, M-PESA queries, Home Fibre support, device and SIM services, enterprise accounts, and roaming. The service is available in English and Kiswahili, with agents trained to verify identities and resolve both individual and business account matters.

Whether you need a SIM PUK, to report a lost line, reverse an M-PESA transaction, troubleshoot data speeds, or get help with Home Fibre outages, the customer care line is designed to provide first-contact resolution where possible. Complex cases are assigned a service request (SR) or ticket number for follow-up. Keep your national ID/passport details ready; for business lines, carry account authorization and company identifiers (e.g., CR12 for Kenyan companies) to speed verification.

Official Contact Numbers and Channels

Safaricom maintains several official numbers and digital channels. From a Safaricom line, calling 100 (PrePay) or 200 (PostPay/Hybrid) is free. M-PESA support is available via 234 (voice) and dedicated in-app/USSD options. If you are calling from another network or from abroad, use the long number listed below; standard voice rates apply from those networks. For quick, menu-driven self-care, use the MySafaricom App or USSD; for human assistance, phone and social channels are staffed 24/7.

Always confirm you are using official channels to avoid fraud. Safaricom’s primary domain is safaricom.co.ke, and the main social care handle is @Safaricom_Care on X (Twitter). Zuri, Safaricom’s chatbot, is available on WhatsApp; you can authenticate and perform account tasks securely there without sharing your M-PESA PIN with any person.

• Voice (Safaricom line): 100 (PrePay, free), 200 (PostPay/Hybrid, free), 234 (M-PESA support, free)
• Voice (from other networks/international): +254 722 002100 (standard network/international rates apply)
• WhatsApp (Zuri chatbot): +254 722 000100
• Self-care USSD: *100# (PrePay), *200# (PostPay), *334# (M-PESA menu consolidated services)
• Web: safaricom.co.ke (Contact portal: safaricom.co.ke/contact-us; Store locator: safaricom.co.ke/personal/help-centre/find-a-store)
• Social care: X (Twitter) @Safaricom_Care; Facebook: facebook.com/SafaricomPLC
• Apps: MySafaricom App (account, airtime/data, support) and M-PESA App (transactions, reversals, statements)

How to Reach a Live Agent Quickly

From a Safaricom line, dial 100 or 200 and select your language. Menu structures change periodically; choose the option that matches your issue (e.g., account, M-PESA, data, roaming). Where the IVR offers “more options” or “talk to an agent,” select that path. If you are specifically handling mobile money issues, calling 234 can get you to an M-PESA-specialized agent faster.

Have verification details at hand to avoid multiple transfers: your full name, ID/passport number used for SIM registration, the last amount you recharged and the approximate time, and recent M-PESA transaction references (e.g., “QFG1…”, date and amount). For Home Fibre, keep your account number and router MAC/serial ready. For enterprise accounts, ensure you have authority (letter or email) and organization identifiers. Once you’re connected, ask for a ticket number and estimated resolution time before ending the call.

Costs, Service Levels, and Availability

Calls to 100, 200, and 234 are free from Safaricom lines within Kenya. Calls from other networks or abroad to +254 722 002100 are billed at the caller’s network/international rates. WhatsApp, X (Twitter), Facebook, and web chat consume data; if you are on Wi‑Fi, these are effectively free. Physical Safaricom Shops provide in-person support during store hours, typically extended on weekdays and weekends depending on location (confirm via the store locator).

Service is designed for 24/7 coverage. While many issues are resolved on first contact, some require backend processing or third-party coordination. Ask for the SLA (service level agreement) that applies to your case and keep the SR number for follow-up. If a promised callback window lapses, you can reply on the same channel with your ticket number to prioritize your queue placement.

• Availability: 24/7 on phone and social care; store hours vary by location (check the store locator)
• Charges: 100/200/234 free on Safaricom; other networks/international calls charged by your provider; data charges apply for online channels
• Typical timelines (indicative): M-PESA reversal investigations up to 72 hours; SIM replacement after verification typically same-day; Home Fibre fault restoration often within 24–48 hours depending on severity
• Ticketing: Always note your SR/ticket number; it is required for escalation and cross-channel follow-up

Common Tasks You Can Solve via the Customer Care Line

Mobile services: get your SIM PUK, update SIM registration details, activate/deactivate voice mail (also via 191), bar a lost/stolen device or line, troubleshoot call quality, and manage roaming. For data, agents can check your line provisioning, reset network features on their side, and guide APN settings. If your number is barred due to compliance (e.g., registration), they will advise on documentation needed and the nearest outlet to complete KYC.

M-PESA: request help with a wrong recipient or wrong-till transaction; you can also forward the M-PESA message to 456 immediately to initiate a reversal investigation, then call 234 for follow-up. Agents can assist with limits, account locking/unlocking after suspicious activity, statements, charge disputes, and M-PESA Business Till/PayBill queries (you will need the till owner’s verification). For Home Fibre, call to report outages, check area maintenance, request relocation to a new address, or confirm account billing and payment status.

Security and Fraud Precautions When Contacting Care

No Safaricom agent will ever ask for your M-PESA PIN, full one-time passwords (OTPs), or full card numbers. If anyone asks, hang up and dial 100 or 234 yourself to report. Share only partial identifiers when prompted by automated systems, and provide full details only after you have validated that you are on an official channel. Never respond to unsolicited calls that claim to be Safaricom and ask you to “authorize a refund” by giving your M-PESA PIN.

Verify numbers before engaging: 100, 200, and 234 from Safaricom are official, as is +254 722 002100 for off-network calls and +254 722 000100 for WhatsApp Zuri. Use the official website (safaricom.co.ke) and @Safaricom_Care on X (Twitter). If you suspect account compromise, immediately change your PIN on the M-PESA App or via *334#, and contact 234 to lock the wallet while you verify transactions.

Physical Support Options

Safaricom operates a countrywide retail network of Safaricom Shops and authorized care desks for services that must be done in person, such as SIM swaps, biometric KYC updates, Home Fibre installations/relocations, and device repairs or warranty claims. Bring original identification (national ID/passport) that matches the registered line details. For corporate accounts, carry an authorization letter and company documents.

To find accurate hours and the nearest location, use the store locator at safaricom.co.ke/personal/help-centre/find-a-store. Major customer hubs include Safaricom House/Michael Joseph Centre on Waiyaki Way, Westlands, Nairobi, which hosts both retail and experience facilities. For device firmware or warranty checks, staff can advise on authorized service centres and turnaround times after a quick diagnostic.

When and How to Escalate

If an issue remains unresolved beyond the promised SLA, call back with your SR/ticket number and request an escalation to a supervisor or the back-office team handling your case. Restate the timeline of events, what has been tried, and the impact (e.g., line inactive, funds held, service downtime). For consistent follow-up, stick to one channel per escalation cycle so the conversation history stays intact and easy to audit.

For complex disputes (e.g., persistent billing errors, repeat service degradation), summarize the issue in a short written note and share it via the web contact form on safaricom.co.ke/contact-us or via DM to @Safaricom_Care, attaching screenshots or transaction references. Keep all reference numbers and timestamps. This organized documentation helps the investigations team accelerate root-cause analysis and resolution.

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].

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.

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.

How do I chat with Safaricom customer care on WhatsApp?

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