M-Shwari system outage persists despite Safaricom assurance
Safaricom customers are still unable to access M-Shwari services as the outage affecting the popular mobile banking platform entered its second day, despite the company earlier assuring users that normal operations had been restored.
By Friday night, October 31, 2025, frustrated customers continued to flood social media with complaints that their deposits and withdrawals were not reflecting, and balances remained unchanged, hours after Safaricom’s morning statement claiming the issue had been resolved.
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“Hey Safaricom, I deposited money to my M-Shwari account yesterday and it’s still not showing up,” wrote one user on X (formerly Twitter). Another said, “You said the problem was fixed in the morning, but I still can’t access my funds. What’s happening?”
“What’s happening with Mshwari, nitalala njaa jamani,” another X user lamented.
Responding to the rising wave of complaints, Safaricom’s customer care team admitted that the issue had not yet been fully resolved and that technical teams were still working to restore the service.
“Hey, we most sincerely apologise for the experience. We have noted the issue affecting the M-Shwari service. Please bear with us as we work to restore normalcy in the shortest time possible,” the company told one user.
When pressed for a timeline, Safaricom said it did not have a definite timeframe but promised to share updates once the issue was resolved.
“We don’t have a definite time frame; however, we will share an update once the issue is resolved. We apologise for the inconvenience caused,” the company posted.
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Earlier in the day, Safaricom had announced that services on M-Shwari had been fully restored following a temporary technical glitch that had delayed transactions. The company reassured customers that all funds and transactions were safe and that reconciliation was ongoing to reflect pending deposits and withdrawals.
M-Shwari, a joint product between Safaricom and NCBA Bank, allows customers to save, borrow, and manage money through their mobile phones. Integrated within the M-Pesa platform, it serves millions of users who rely on it for savings and short-term loans.
As of 10 p.m., customers continued to report difficulties, with many expressing frustration over the prolonged outage.
