Sent Money to the Wrong Till or Paybill? Here Is How to Get It Back to M-Pesa

Safaricom M-Pesa customers who mistakenly send money to the wrong Paybill or Till number can request a reversal through the telecommunications company’s customer care channels. However, the recovery process may require additional verification and the cooperation of the business that received the payment.

Unlike money sent to the wrong individual, payments made through Paybill and Buy Goods services may take longer to recover because they are processed through business payment systems. Customers are therefore advised to report such errors as soon as they notice them.

One option is to contact Safaricom customer care by dialling 100 or 234 and explain what happened. Customers should have the M-Pesa transaction code, the amount sent, the date of payment and the incorrect Paybill or Till number ready to help the company trace the transaction.

Safaricom can then investigate the payment, contact the receiving business and facilitate discussions over the refund. According to the information provided, the reversal may take up to 72 hours if the merchant agrees and the necessary checks are completed.

Customers can also seek assistance through Zuri, Safaricom’s WhatsApp customer service assistant, using the number 0722 000 100. They should provide the transaction details and explain that the payment was sent to the wrong business number.

Some Paybill organisations manage their own refunds, meaning customers may be directed to contact the organisation that received the money. Recovery is therefore not always automatic, and the outcome may depend on the circumstances of the transaction.

Safaricom has also urged merchants using M-Pesa Business Till services to return money received in error. The company says it may contact a business through its official communication channels to seek permission to reverse a disputed payment.

A merchant who unlawfully refuses to return money sent by mistake may face legal consequences. The information provided states that such conduct could attract a two-year prison sentence, a fine of KSh200,000, or both, depending on the applicable law and circumstances.

Meanwhile, Safaricom’s self-service reversal option through SMS remains available for eligible person-to-person transfers. Customers can forward the original M-Pesa transaction message to 456 and follow the instructions provided by the company.

However, this method does not apply to Paybill or Till payments, which require a separate review. Eligible transfers are also subject to conditions, including the applicable time limit and availability of funds in the recipient’s account.

To reduce the risk of losing money, customers are encouraged to confirm the business name and payment number before completing a transaction. Checking the details displayed on the M-Pesa or Safaricom app before pressing the confirmation button can help prevent costly mistakes.

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