Safaricom Restores M-Shwari Services After Temporary Technical Glitch

Safaricom PLC has announced the full restoration of services on its popular M-Shwari platform following a temporary technical disruption that affected users on Thursday evening, October 30, 2025.

The confirmation came through a post on X (formerly Twitter) on Friday, October 31, 2025, after numerous customers reported delays in M-Shwari deposits and withdrawals.

One user, @BetaJoshua26807, flagged the issue publicly, stating that money deposited into their lock savings account around 6 p.m. had not reflected hours later. The post drew several similar complaints from other customers facing related delays.

In response, Safaricom’s customer care team acknowledged the service interruption and reassured users that the issue had been resolved.

“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 explained that its technical teams had worked to restore all affected services and assured customers that all funds and transactions remained safe during the outage. The company added that it was finalising reconciliation to ensure all pending transactions were accurately reflected in users’ accounts.

M-Shwari, a joint product between Safaricom and NCBA Bank, enables customers to save, borrow, and manage funds directly through their mobile phones via M-Pesa. The platform has millions of active users who depend on it for daily savings and micro-loans, making any disruption to its services highly noticeable.

While the brief outage caused concern among customers, Safaricom confirmed that normal operations had resumed and urged users to reach out via official customer service channels for any unresolved issues.

“We apologise for any inconvenience caused and thank our customers for their patience as we worked to restore services,” the company said in its statement.

The incident highlighted the growing importance of digital financial platforms in Kenya’s economy, where services such as M-Pesa, KCB M-Pesa, and M-Shwari continue to play a central role in everyday transactions and financial inclusion.