Safaricom Addresses Disruption Affecting M-Shwari Services

Safaricom has announced a service disruption affecting M-Shwari, asking customers to remain patient as the company works to resolve the issue.

Safaricom has announced a service disruption affecting M-Shwari, asking customers to remain patient as the company works to resolve the issue.

In an update on Friday, October 23, the company acknowledged the degradation affecting the mobile-based savings and loan service.

Safaricom apologised to customers affected by the service interruption as its technical team worked to address the problem.

“We are currently experiencing a degradation affecting Mshwari services. We kindly request your patience as our team works to resolve the issue. We apologize for the inconvenience caused,” the company said.

M-Shwari is a mobile banking service offered through a partnership between Safaricom and NCBA Bank, allowing M-Pesa customers to save money and access loans through their mobile phones.

This comes weeks after Safaricom addressed concerns from customers experiencing a server exception error while attempting to access M-PESA services on its MyOneApp.

In an update on Monday, August 31, the company acknowledged the disruption, saying its technical team was investigating the issue and working to restore normal service.

Responding to a customer who asked what the error message meant when trying to use M-PESA, Safaricom said the disruption was not the experience it intended for its customers.

“This is certainly not the experience we would want for you. Our technical team is actively investigating the issue and working diligently to restore normal service, while also implementing measures to help prevent similar occurrences in the future,” the company said.

Safaricom further advised customers affected by the issue to use other available channels to access M-PESA services.

“You can use the MySafaricom app, *334# ok or the sim tool kit,” the company added.

Prior to that, Safaricom had responded to customer concerns after users reported encountering an error while attempting to pay for their 5G Home subscriptions through the USSD payment option.

In an update on Monday, April 27, the company said the issue affected payments made via *400# under the ‘Pay for Other’ option.

In a clarification issued to guide customers, Safaricom explained that the problem stems from how users input their account numbers during the payment process.

“When paying for your 5G for Home subscription via *400#>Pay for Other and you get this error, don’t tense.

“This error comes about when entering the account number. You should enter it as 712345678 omitting the 0,” the company explained.

Kevin Koech is a seasoned digital journalist with over five years in the industry, covering breaking news, current affairs, and business stories.

Safaricom Addresses Disruption Affecting M-Shwari Services

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