Step-by-step guide on what to do when an M-Pesa reversal request is rejected

Sending money to the wrong M-Pesa number is a common mistake in Kenya. Safaricom’s DIY reversal service, available via SMS to 456, usually works within 24 hours if the recipient approves the request.

However, when the recipient rejects the reversal or the system declines it, many people are left unsure of what to do next.

Confirm the rejection

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The first step is to confirm the rejection and gather evidence. Safaricom typically sends an SMS indicating that the recipient has declined the reversal request, and users should save this message immediately.

It is also important to keep the original transaction SMS, the reversal request confirmation, and any communication with the recipient.

Key details such as the date, time, amount, and phone number should be clearly recorded, as they may be needed later.

Contact the recipient directly

The next step is to contact the recipient directly. This should be done politely but firmly, explaining that the money was sent in error and providing full transaction details.

A request for a refund via M-Pesa should be made, along with a reasonable deadline of 24–48 hours. In many cases, recipients return the money once the issue is clearly explained and supported with evidence.

Legal action options

If the issue remains unresolved, the next step is to report the matter at a police station.

Under Kenya’s Computer Misuse and Cybercrimes Act, retaining money sent by mistake may be treated as an offence, which can attract penalties such as fines or imprisonment.

Police can then liaise with Safaricom to assist in tracing the transaction.

For larger amounts, affected users may consider consulting a lawyer or filing a claim in the Small Claims Court. Although this process can take time, it provides a formal avenue for recovery when other efforts fail.