Safaricom Confirms Full Restoration of M-Shwari Services After Temporary Glitch
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Safaricom PLC has announced the full restoration of M-Shwari services following a temporary technical disruption that affected users’ transactions. The confirmation came on Friday, October 31, 2025, through a post on X (formerly Twitter), after a wave of customer complaints about delayed deposits and withdrawals.
What caused the M-Shwari service delay?
A customer identified as @BetaJoshua26807 drew attention to the issue after posting, “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?” His post quickly gained traction as other users shared similar experiences, raising concerns about delayed transactions.
In response, Safaricom’s customer care team acknowledged the service interruption and assured customers that the issue had been fixed. “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 wrote.
Safaricom later confirmed that its technical team had successfully restored all affected services, adding that no customer funds were lost during the incident. The company emphasized that ongoing reconciliation efforts were aimed at ensuring all pending deposits and withdrawals would appear correctly in users’ accounts.
How has Safaricom reassured M-Shwari users?
The telecommunications giant assured its customers that normal operations had resumed and encouraged anyone still experiencing delays to reach out through verified customer service channels. “We apologise for any inconvenience caused and thank our customers for their patience as we worked to restore services,” Safaricom said in its follow-up statement.
M-Shwari, a joint product between Safaricom and NCBA Bank, allows users to save, borrow, and manage money directly through their mobile phones. Integrated within M-Pesa, it remains one of Kenya’s most trusted digital financial platforms, serving millions who depend on it for savings and short-term credit.
The brief outage served as a reminder of the growing reliance on mobile-based banking in Kenya, where services like M-Pesa, KCB M-Pesa, and M-Shwari continue to play a vital role in daily financial transactions and access to credit.
By Yockshard Enyendi
