Safaricom Customer Care Number: Complete, Practical Guide

What is the official Safaricom customer care number?

The primary Safaricom customer care number is 100, which you can dial free of charge from any Safaricom mobile line. This helpline is available 24/7 and supports both Kiswahili and English. It is the fastest route for account help, airtime/data issues, SIM support, network problems, and general queries for PrePay users.

PostPay customers have a dedicated line on 200, also toll‑free from a Safaricom line. If you’re unsure which line to use, start with 100; agents can transfer or advise if a specialist team is needed. Have your ID number and recent transaction details ready to speed up verification.

• 100 (free, Safaricom line): General Customer Care for PrePay and general inquiries, 24/7
• 200 (free, Safaricom line): PostPay Customer Care, billing and account support, 24/7
• 234 (free, Safaricom line): M-PESA Customer Care and guided M-PESA support
• 400 (free, Safaricom line): Safaricom Home Fibre and Home services support
• +254 722 002100 (charged at standard rates): Call from other networks or while roaming

Calling from other networks or while roaming

If you are on a non-Safaricom line (local or international) or you are roaming, call +254 722 002100. This is the main international customer care line for Safaricom. Standard inter-network or roaming charges apply per your provider, so it is not toll‑free when dialed from outside the Safaricom network.

When calling from abroad, prefix Kenya’s country code (+254), then 722 002100. Ensure your SIM has international calling enabled and enough credit. If voice quality is poor on a roaming network, consider using the MySafaricom App live chat or the Help Centre on safaricom.co.ke as a backup channel to avoid international call charges.

Tip: If you travel frequently, save both 100 (for when you’re on Safaricom) and +254 722 002100 (for when you are not). If you use Dual SIM, you can also pop your Safaricom SIM into the primary slot briefly to call 100 toll‑free even while abroad, provided the line is registered and able to roam.

M-PESA support and transaction reversals

For M-PESA issues, you can dial 234 from your Safaricom line to reach M-PESA support. In many cases, you will be guided through self‑service steps before an agent joins. For quick actions like statement requests, PIN resets, and account status checks, use the M-PESA menu or USSD first; agents will handle complex or exceptional cases.

To initiate a wrong-recipient reversal quickly, use the M-PESA menu under My Account via USSD *334# (introduced in 2020) and choose Reversal, or immediately forward the M-PESA transaction SMS to 456 for review. Reversal eligibility depends on timing and withdrawal status; act as fast as possible and keep your phone on so agents can call back if required.

Never share your M-PESA PIN with anyone, including callers claiming to be from Safaricom. Genuine agents will verify using your ID and recent transaction history and will never ask for your PIN or to install remote-control apps.

Self-service and digital channels

Safaricom provides robust self-service options that solve most routine needs without a call. For PrePay lines, dial *100# to check balances, buy bundles, redeem offers, or manage subscriptions. PostPay customers can dial *200# to view bills, limits, and payment options. For M-PESA, dial *334# to access the full M-PESA menu, including Buy Airtime, Pochi la Biashara, Fuliza, statements, and reversals.

The MySafaricom App (Android and iOS) consolidates airtime/data purchase, bills, M-PESA, Home Fibre, and in‑app chat with support. It is an efficient alternative during peak call times. For quick messaging-based help, Safaricom’s Zuri chatbot on WhatsApp is available on +254 722 000100, offering balance checks, bundle purchase, and bill inquiries 24/7.

• *100# (PrePay) and *200# (PostPay): Self-service for balances, bundles, and account settings
• *334#: Full M-PESA menu (statements, reversals, Fuliza, Pochi, and more)
• MySafaricom App: App-based account, M-PESA, Fibre, and live chat support
• Help Centre: https://www.safaricom.co.ke/help-centre for articles, forms, and chat
• Zuri on WhatsApp: +254 722 000100 for automated assistance

Social media support and official web resources

Safaricom’s verified social handle @Safaricom_Care on X (Twitter) operates 24/7 for help via direct messages; do not share sensitive data publicly. Agents may ask for partial identifiers to verify but will not request your M-PESA PIN. You can also use Facebook via the official page at https://www.facebook.com/SafaricomPLC for messaging support and service updates.

For structured knowledge and service requests, the Safaricom Help Centre at https://www.safaricom.co.ke/help-centre provides step‑by‑step guides across voice, data, Home Fibre, and M-PESA. Common requests such as SIM registration checks, IMEI blocking for lost devices, and service configuration are covered with clear instructions and forms.

When you need documentation (e.g., M-PESA statements for a specific period), the self-service menu on *334# and the MySafaricom App are typically faster than waiting in a call queue. Social channels are best for follow-up and non-urgent issues.

In‑store assistance and escalation

If your issue requires KYC verification or device handling (SIM swap, eSIM activation, faulty SIM, device financing checks), visit a Safaricom Shop with your original national ID or passport. The flagship headquarters location is Safaricom House, Waiyaki Way, Westlands, Nairobi. Use the store locator at https://www.safaricom.co.ke/shop/store-locator to find the nearest shop and see opening hours.

For SIM replacement or M-PESA account rectification, carry your ID and, where applicable, any police abstract for lost/stolen devices. In-store teams can also escalate complex network issues and provide written case references. Keep your case number whenever you call 100/200 later for continuity.

If you are a business or enterprise customer seeking SLA-backed support, state your business account name and assigned account manager when you call. Enterprise tickets are routed to dedicated teams for faster action on lines, APNs, IoT, fixed services, or corporate M-PESA tills.

Costs, hours, and best‑practice tips

Calls to 100, 200, 234, and 400 are free from a Safaricom mobile line within Kenya. Calls to +254 722 002100 from other networks or while roaming are billed at your provider’s prevailing rates. Social media, app chat, and USSD sessions are typically free apart from your normal data usage when online.

Contact centres run 24/7. To reduce wait times, call early morning (05:30–07:30 EAT) or late evening (21:00–23:30 EAT). Prepare your ID number, the affected phone number, recent top-up or transaction references, and your physical location for network issues. For M-PESA queries, have the exact transaction code and timestamp.

For security, verify you are interacting with official channels: 100/200/234/400 from a Safaricom line; +254 722 002100 for off‑network calls; @Safaricom_Care on X; and safaricom.co.ke domains. Safaricom will never ask for your M-PESA PIN or full one-time passwords. Always request and record a case reference number for follow‑ups.

Important notes and updates

Service numbers, short codes, and processes may evolve. If a number seems unreachable or you receive conflicting instructions, confirm via the Help Centre at https://www.safaricom.co.ke/help-centre or the official @Safaricom_Care handle. For urgent M-PESA reversals, act immediately via *334# and 234, as recovery success drops once funds are withdrawn.

As of recent years, M-PESA self-service via *334# and digital chat through the MySafaricom App and WhatsApp have significantly reduced call wait times for common tasks. Use these channels first for speed, then escalate to phone or in‑store support when necessary.

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 talk to Mshwari customer care?

M-SHWARI CUSTOMER CARE CONTACT TEL : +254202600905.

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].

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.