Safaricom responds after a section of Kenyans report missing M-Shwari funds
By David Nthua, November 19, 2025Safaricom PLC via its Customer Care handle on X has on Wednesday, November 19, 2025, rushed to calm waters over reports that a section of Kenyans cannot see their M-Shwari funds after a major outage that stretched for hours.
The concerns emerged shortly after the telco restored M-Shwari services, with some users saying their balances still showed missing amounts.
One user, who reported that KSh60,000 was not reflecting, triggered a wave of attention across X.
In response, Safaricom Care moved to reassure affected customers that the situation was being addressed.
Safaricom Care told the user, “Apologies for the inconvenience, Lissa. We were experiencing a system issue then; however, this was resolved, and reconciliation is currently ongoing. Once completed, the funds will reflect,” Safaricom Care has said on X.
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When the user pressed for clarity, the team added, “We resolved the M-Shwari issue; however, reconciliation is ongoing. Kindly be patient as we address this. Our sincere apologies,” Safaricom Care has posted.
Another customer, Ms Konya, also received an update, with Safaricom Care noting, “We had an issue with Mshwari transactions and we have resolved it.
Safaricom calls for patience from Kenyans
Reconciliations are ongoing for the affected accounts, and the funds will reflect soonest possible. Kindly be patient,” the telco has said.
The reassurance came just hours after a major M-Shwari outage left customers unable to withdraw, deposit, or view balances for more than 12 hours.
On Tuesday, November 18, 2025, Safaricom confirmed that “M-Shwari services are currently unavailable due to an outage. Our partner NCBA is working closely with us to resolve the issue.”
Several users expressed worry, including one who wrote that they were stranded at a supermarket checkout due to the outage.
Others compared the disruption to a similar glitch reported on October 31, 2025, when customers also struggled to access their accounts despite assurances that services had been restored.
At that time, Safaricom admitted that work was still underway behind the scenes and asked users to remain patient as normalcy was restored.