The issue gained traction on social media after several users reported that they were now required to re-enter the recipient’s phone number before completing a transaction.
Many described the extra step as inconvenient, particularly for frequent users who rely on M-Pesa for quick payments.
Responding to queries on X, Safaricom said the update is part of an enhanced version of its Hakikisha service, a verification tool designed to help users confirm transaction details before sending money.
Responding to queries on X, Safaricom said the update is part of an enhanced version of its Hakikisha service, a verification tool designed to help users confirm transaction details before sending money.
The mobile money provider acknowledged that the feature may feel repetitive but insisted it plays a critical role in preventing mistakes.
According to the company, the improved Hakikisha feature requires customers to key in the recipient’s phone number twice, allowing the system to confirm accuracy before funds are transferred. The update mainly affects transactions conducted through the M-Pesa SIM Toolkit.
Safaricom introduced the original Hakikisha service in 2015, which displays the recipient’s registered name to help users verify they are sending money to the correct person.
According to the company, the improved Hakikisha feature requires customers to key in the recipient’s phone number twice, allowing the system to confirm accuracy before funds are transferred. The update mainly affects transactions conducted through the M-Pesa SIM Toolkit.
Safaricom introduced the original Hakikisha service in 2015, which displays the recipient’s registered name to help users verify they are sending money to the correct person.
The latest enhancement builds on that function by adding another layer of confirmation, particularly for users who may mistype digits when entering phone numbers.
Industry data shows that wrong-number transfers have remained a persistent challenge on mobile money platforms, resulting in thousands of daily reversal requests and, in some cases, permanent financial losses.
Industry data shows that wrong-number transfers have remained a persistent challenge on mobile money platforms, resulting in thousands of daily reversal requests and, in some cases, permanent financial losses.
Safaricom says the new step has already contributed to a noticeable reduction in erroneous transactions since its rollout in December 2025.
While some customers have expressed frustration, others say the measure offers welcome protection. Several users online noted that the extra seconds spent confirming details are preferable to losing money through avoidable errors.
The development comes amid broader conversations about balancing convenience and security on digital financial platforms.
While some customers have expressed frustration, others say the measure offers welcome protection. Several users online noted that the extra seconds spent confirming details are preferable to losing money through avoidable errors.
The development comes amid broader conversations about balancing convenience and security on digital financial platforms.
Analysts say Safaricom faces the ongoing challenge of introducing safeguards without undermining the speed and simplicity that made M-Pesa popular.
In recent weeks, the company has also addressed concerns around automatic deductions from M-Pesa accounts.
In recent weeks, the company has also addressed concerns around automatic deductions from M-Pesa accounts.
Safaricom explained that such transactions occur only when users have activated M-Pesa Ratiba, a standing order service that allows recurring payments without repeated PIN prompts.
Safaricom maintains that both the enhanced Hakikisha feature and Ratiba service are part of wider efforts to strengthen transaction security while supporting automated payments on Kenya’s leading mobile money platform.
Safaricom maintains that both the enhanced Hakikisha feature and Ratiba service are part of wider efforts to strengthen transaction security while supporting automated payments on Kenya’s leading mobile money platform.
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