Safaricom PLC has announced the complete restoration of its M-Shwari services following a temporary system outage that disrupted transactions for several users. The company made the confirmation on Friday, October 31, 2025, through a statement shared on its official X account.
The disruption, which began on Thursday evening, left many customers unable to access funds or complete deposits and withdrawals through the mobile banking platform. M-Shwari users had taken to social media to raise complaints about delayed transactions and unresponsive balances.
In one viral post, a user identified as @BetaJoshua26807 expressed frustration after his deposit failed to reflect in his savings account hours after completion. Other customers quickly joined the thread, citing similar delays and requesting clarification from Safaricom.
Responding to the growing concerns, Safaricom’s customer care team confirmed that a technical issue had affected M-Shwari services. The company apologised for the inconvenience and assured users that all transactions and balances were safe.
“Please note we had an issue with M-Shwari services that has been resolved, and reconciliation is ongoing,” Safaricom stated, emphasizing that no customer funds were lost during the glitch. The firm added that its technical teams had worked round-the-clock to ensure a full system recovery.
Safaricom further explained that reconciliation processes were underway to reflect all pending deposits and withdrawals accurately. The company encouraged affected customers to reach out through its official support channels for any unresolved cases.
M-Shwari, a joint product between Safaricom and NCBA Bank, allows customers to save and borrow directly from their phones via the M-Pesa platform. It remains one of Kenya’s most widely used digital financial tools, serving millions of users nationwide.
Safaricom thanked its customers for their patience during the outage and reaffirmed its commitment to maintaining reliable and secure mobile banking services across the country. The incident highlighted Kenya’s heavy reliance on mobile money platforms for daily financial transactions.
By Kenyans