Safaricom Customer Care No: A Complete, Practical Guide

The main Safaricom customer care numbers

Dial 100 from any Safaricom line for general Customer Care. This line is free to call on the Safaricom network and operates around the clock. It is the best starting point for issues like SIM and line services, airtime and bundles, network coverage, VoLTE/VoWiFi, roaming setup, PUK retrieval, device settings, and general account support. Expect an interactive voice response (IVR) menu with language options and quick routes for common queries before you’re placed with an agent.

For M-PESA issues, dial 234 from a Safaricom line. This is also free and available 24/7. Use 234 for transaction reversals, till and PayBill queries, M-PESA charges, limits, KYC updates, and M-PESA Global. If you’re on PostPay, you can also dial 200 for PostPay account queries such as billing cycles, usage history, credit limits, and plan changes. While 100, 200, and 234 are optimized for Safaricom lines, you can always find the latest alternative contact options via the official website below.

For the most up-to-date contact numbers when calling from outside Kenya or from a non-Safaricom line, check Safaricom’s official contact page: https://www.safaricom.co.ke/contact-us. Safaricom launched mobile services in 2000 and M-PESA in 2007; over time the company has added new care channels and short codes, so verifying the current options on the website is prudent before you call.

Choosing the right channel and reaching an agent efficiently

Use 100 when your question spans general mobile service or you’re unsure who to speak to; the team can triage and hand you off to specialists if needed. For anything that mentions an M-PESA transaction code, a till or PayBill number, a withdrawal/deposit, or your M-PESA limit, go straight to 234—those agents have tools specifically for financial service cases and can action reversals or escalations faster.

To reduce wait time, call during off-peak hours (for example, early morning or late evening). Have your ID details and recent activity at hand (more on this below) so the agent can verify you quickly. If your matter is not urgent, consider using self-service first via the short codes listed here—solving a balance, bundle, or simple line setting in a minute can save you a call entirely.

• 100 (free on Safaricom): General Customer Care for SIM, airtime, bundles, network issues, PUK, roaming, device settings.
• 234 (free on Safaricom): M-PESA Care for reversals, PayBill/till, transaction disputes, limits, M-PESA Global, statements.
• 200 (free on Safaricom): PostPay support for bills, usage, plan changes, limits, deposits.
• *100# (self-service): Check balances, buy bundles, manage SIM services without calling.
• *234# (self-service M-PESA): Access M-PESA features and mini-statements quickly.
• *200# (PostPay/PrePay self-care): Manage PostPay plan and some account settings.
• Website contact hub: https://www.safaricom.co.ke/contact-us for updated numbers and live support links.

Digital support options (fast and often 24/7)

The MySafaricom App offers quick self-service for airtime, data, voice and SMS bundles, bill payment, and M-PESA features including statements. It also provides access to customer support via chat for many queries without waiting on a call queue. If you prefer not to install an app, USSD options—*100# for mobile services and *234# for M-PESA—work on any phone without data.

For social support, Safaricom’s official X (Twitter) handle is @Safaricom_Care and the official website is https://www.safaricom.co.ke. Social channels are effective for non-sensitive queries, updates on outages, and general guidance. Avoid posting personal identifiers publicly; agents will normally move you to private messages for verification.

Safaricom also offers “Zuri,” an automated assistant that can help on WhatsApp and other platforms for routine tasks like balance checks, airtime purchase, and FAQs. If you prefer in-person help, use the retail shop locator on the website to find a Safaricom Shop near you; carry your original identification for SIM swaps, M-PESA KYC updates, or line activation support.

Costs, service hours, and security you should know

Calls to 100, 200, and 234 are free from Safaricom lines. If you reach Safaricom from another network or while roaming, standard voice charges may apply based on your provider and location; always confirm applicable rates with your carrier. Core support (including M-PESA Care) is designed to be available 24/7 so you can get help with urgent matters like transaction disputes at any time.

Security is paramount, especially for M-PESA. Safaricom agents will never ask for your M-PESA PIN or your online passwords. Never share one-time passwords (OTPs) sent to your phone. Official M-PESA SMS receipts come from “M-PESA” as the sender, not from random mobile numbers. If you sent money to the wrong number, forward the full M-PESA message to 456 immediately to request a reversal, then call 234 to follow up. Be wary of callers claiming to be “Safaricom” asking you to dial unfamiliar codes, install apps, or “confirm” your PIN—end the call and dial 234 or 100 yourself.

For pricing information such as data or voice bundle costs, or M-PESA transaction tariffs and limits, consult the official tariff pages on the Safaricom website. Tariffs are revised from time to time, and the site will reflect current fees, thresholds (for example daily or monthly transaction limits), and any promotional offers active in the current financial year.

What to have handy before you call (to save time)

Verification helps agents protect your account and resolve issues faster. Having the items below ready typically shortens the call and avoids repeat follow-ups. If you’re calling about a corporate or business line, ensure you have the authorized contact details or the account number tied to your organization’s profile.

• National ID/passport number used to register the line or M-PESA account.
• Your Safaricom mobile number(s) involved in the issue and any alternative contact number.
• For SIM/PUK issues: the SIM serial number (ICCID) printed on the SIM card carrier (usually 19–20 digits).
• For M-PESA disputes: the exact transaction code, amount, date/time, and the recipient’s number, till, or PayBill.
• For PostPay: your PostPay account number, last bill amount, and preferred plan or credit limit.
• Recent activity that proves ownership: last top-up amount and date, last numbers called, or the most recent bundle purchase.
• Device details if relevant: phone model, software version, and location where you’re experiencing network issues.

If you’re dealing with a lost SIM or suspected fraud, call 100 or 234 immediately to request a temporary line or M-PESA suspension while you organize a SIM replacement at a Safaricom Shop. Bring your original ID for in-store processes such as SIM swap or M-PESA KYC updates. For planned changes like moving to PostPay or setting up roaming before travel, call a few days in advance so any credit checks or provisioning complete before your trip.

Useful links and how to stay current

Bookmark the contact hub at https://www.safaricom.co.ke/contact-us and the main site at https://www.safaricom.co.ke for the latest customer care numbers, live chat, store locations, and official announcements. Because short codes and channels expand over time, verifying on the site before you call ensures you reach the right team the first time.

Safaricom’s footprint and services have grown steadily since 2000, and M-PESA—launched in 2007—continues to evolve with features like virtual cards, international transfers, and business collections. Keeping your contact options current means faster resolutions, fewer escalations, and a safer experience when managing your line and your money.

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 toll free number in Kenya?

The Kenya toll free number format includes the toll free code (800) and the 6-digit subscriber number: +254 (800) xxx-xxx. The Kenya toll free number format is +254 (800) xxx-xxx.

What is a customer care number?

A customer care number is a direct line to a company’s support team. Often toll-free, it offers customers an easy, cost-free way to connect. Prominently displayed on websites and products, it serves as a critical touchpoint for enhancing trust and ensuring seamless communication.

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].