Safaricom confirms full restoration of M-Shwari services
Safaricom PLC has confirmed that services on its popular M-Shwari platform have been fully restored after experiencing a temporary technical glitch.
The company made the announcement through a post on X (formerly Twitter) on Friday, October 31, 2025, following complaints from customers who had reported delays in their M-Shwari transactions.
You might also like
Also watch: Safaricom completes M-Pesa upgrade, services fully restored
A user identified as @BetaJoshua26807 had raised concern on X after writing, “Safaricom Care, yesterday I deposited money to my lock savings account at around 6 pm, and it’s not reflecting since then. Where is the problem?”
The post quickly attracted attention from other users who said they were facing similar challenges.
Responding to the concern, Safaricom’s customer care team admitted that there had been an issue affecting M-Shwari services, but assured customers that it had been resolved.
“Hello BetaJoshua26807, sincere apologies for this experience. Please note we had an issue with M-Shwari services that has been resolved and reconciliation is ongoing,” the company said.
Safaricom further explained that its technical team had worked to restore all affected services, adding that customers’ funds and transactions were safe.
The company noted that reconciliation was being finalised to ensure that all pending deposits and withdrawals were reflected correctly in users’ accounts.
M-Shwari, which operates as a joint product between Safaricom and NCBA Bank, allows customers to save, borrow, and manage funds through their mobile phones.
It is integrated within the M-Pesa platform and has millions of active users who rely on it for savings and short-term loans.
The temporary outage had caused concern among users who depend on M-Shwari for daily financial activities.
However, Safaricom assured customers that normal operations had resumed and encouraged them to reach out through official customer service channels in case of any unresolved issues.
“We apologise for any inconvenience caused and thank our customers for their patience as we worked to restore services,” the company said.
The incident underscored the critical role of digital financial platforms in Kenya, where mobile money services like M-Pesa, KCB M-Pesa, and M-Shwari have become central to everyday banking and transactions.
