M-PESA FAQs

I failed the Agent Code when withdrawing money, what do I do to get the money back?

In order to recover your money, if you entered an incorrect agent code, you must call 84111,

To avoid similar cases, M-Pesa allows you to verify the agent's data before confirming the withdrawal. Type * 150 # OK, select option 2 - Withdrawal Money, and then option 1 - Agent. Next, enter the Agent Code and the amount you want to withdraw. Finally, enter your PIN, check the value, then the code and name of the establishment before confirming the operation.

 

How can I recovery the code from my last CRTEDELEC purchase?

To recovery the message of your last CREDELEC purchase, you have to tape * 150 # OK, option 5 - Buy CREDELEC; then option 3 - Last purchase. You will receive a notification and a SMS with the last recharge.

I canceled three operations in row and my account was suspended, what do I do?

Avoid canceling transactions 3 times in a row. If you have been in this situation, you should call 84111 and go through a validation process. If this is the second, third or maize times you just go to the nearest Vodacom store.

What do I do to avoid being mocked?

Be aware! Never provide personal data to strangers do not give your M-Pesa or bank accounts PIN to anyone. Please remember that Vodacom contacts its Customers through 84111.

What do I do if I suffer mockery or an attempt?

If you suffer a mockery or an attempt, you should report it to the police.

You can also inform to Vodacom through 84111 or using our digital channels in Facebook or Webchat.

Pay attention, if you receive money by mistake or if someone calls saying they sent money by mistake, wait for the confirmation message or check your balance; if you are sure of receiving the amount, make (or ask the person to do) a call 84111 and  the reversal operation will be made safely.

 

I received a message saying that my M-Pesa account has reached the annual limit of cash in and out. What do I do?

Go to a Vodacom store and take with you an official  identification document with  photo as well as (ID, Driving License, Voter Card, Passport, DIRE, Military Census Card, Combatant Card, Demobilization Card or Refugee Identification Card) and sign the Terms and Conditions to be able to transact M-Pesa accounts.

 

How do I transfer money from my M-Pesa account to a number without an M-Pesa account?

To transfermoney from your M-Pesa to a number without M-Pesa, type * 150 # OK and select the option 1-Transfer Money; choose the option 1- Enter the Number, enter the nukber and following the amount to be transferred and the account PIN M-Pesa. Finally, check the data and confirm the transaction.

 

How do I transfer money from BCI to M-Pesa and vice-versa?

To transfer Money from BCI to M-Pesa you must use Internet Banking. To transfer from M-Pesa to BCI, tape * 150 #OK and select the option 1-Transfer Money; Choose the option 3-To Bank, and then choose option 2 - BCI; enter the account's NIB, the amount to be transferred and them the density account PIN. 4. Finally, check the data and confirm the transaction.

 

How do I transfer money from Standard Bank to M-Pesa and vice versa?

To transfer Money from Standard Bank to M-Pesa you must use Internet Banking. To transfer from M-Pesa to Standard Bank, tape * 150 #OK and select the option 1-Transfer Money; Choose the option 3-To Bank, and then choose option 2 - Standard Bank; enter the account's NIB, the amount to be transferred and them the density account PIN. 4. Finally, check the data and confirm the transaction.

 How can I make cash withdrawals from my M-Pesa account at an ATM?

To withdraw money at ATM with M-Pesa, you must type * 150 #OK and choose option 2- Withdraw Money, choose the option 2 - ATM and then choose 1- ATM point 24, then enter your M-Pesa PIN. You will receive a six digits code that with the validity of 15 minutes. One in the ATM you will press the M-Pesa button and then enter your number and carry out the survey.

How do I change my M-Pesa account PIN?

To change your M-Pesa account PIN, type * 150 # OK and choose 7 - My Account, then 4- Change PIN, follow the instructions. Finally, enter the date of birth without separating ex: (10102015).

How can I check my M-Pesa account balance?

To check the balance in the M-Pesa account, type * 150 # OK and choose the 7- My Account option, choose option 1- Balance and enter your PIN.