Safaricom PLC has moved to calm concerns among Kenyans after reports emerged that some M-Shwari users could not see their funds following a major system outage that lasted several hours. The update came via the telco’s Customer Care handle on X on Wednesday, November 19, 2025.
The issue arose shortly after M-Shwari services were restored, with several customers reporting missing balances. One user, who noted that KSh60,000 was not reflecting in their account, sparked widespread attention across social media.
In response, Safaricom Care reassured affected users, stating: “Apologies for the inconvenience, Lissa. We were experiencing a system issue then; however, this was resolved, and reconciliation is currently ongoing. Once completed, the funds will reflect.” When pressed for clarity, the support team added, “We resolved the M-Shwari issue; however, reconciliation is ongoing. Kindly be patient as we address this. Our sincere apologies.”
Another user, Ms. Konya, was similarly updated, with Safaricom Care noting that affected accounts were undergoing reconciliation and that funds would be restored “as soonest possible.” The telco urged customers to exercise patience while the process is completed.
The reassurance follows a significant M-Shwari outage on Tuesday, November 18, 2025, which left users unable to deposit, withdraw, or view their balances for over 12 hours. Safaricom confirmed the disruption, attributing it to technical issues with its partner, NCBA, and promised to work closely to resolve the matter.
Several customers shared frustrations online, including one who was stranded at a supermarket checkout due to inaccessible funds. The incident drew comparisons to a similar glitch reported on October 31, 2025, when users also struggled to access their M-Shwari accounts despite service restoration assurances.
Safaricom reiterated that behind-the-scenes work was ongoing and thanked customers for their patience as normal operations resume.
