A reversal is a transaction that cancels a previous (send money) transaction and returns funds to the sender.

M-Pesa allows for reversals of transactions that were made from the customer's M-Pesa account to another M-Pesa account (i.e. send money) or withdrawals made from the wrong agent only. As such, other transactions such as bill payments, airtime or data purchases, merchant payments are non-reversible.

Yes, you can initiate a self-reversal request as long as it was made from your M-Pesa number.

To initiate a reversal request, follow the steps below: Step 1: Dial *200#
Step 2: Press 1 for Services
Step 3: Press 8 for Reversals
Step 4: Press 1 for Reversal Request
Step 5: enter the transaction ID
Step 6: Enter your 4-digit M-Pesa PIN.
The customer will receive an SMS notification to approve the reversal request

Call the number that erroneously received the funds and ask that the person to approve your reversal request by following the steps below: Dial *200#
press 1 for Services,
Press 8 for Reversals,
Press 2 for Approve Request,
Enter the transaction ID
Enter 4-digit M-Pesa PIN.

Reversals are usually completed within 24 hours, but it may take longer depending on the circumstances of the transaction, such as the time frame from when the recipient approves the reversal request.

No, the only charge incurred is the initial transaction fee

You'll receive an SMS that states that you've received a request to approval the reversal of funds. The SMS will contain details of the amount being requested for reversal, the transaction ID, the timestamp of when you received the money, the date the money was deposited into your account and the number of the sender. A sample of the SMS is shown belowU fumane kopo ea ho khutlisa chelete ena M10.00 ea transaction ID 018AY4643QUC, e etsahetseng ka la 20230512 ka 09:42:18 ho tsoa ho 58xxxxxx. Netefatsa, ebe u khutlisa chelete haeba u lumellana le kopo. Sebelisa nomoro ea kopo 018AY4643QUC'

1. Check that you received an SMS from M-Pesa stating that you've received money in your account.
2. Confirm that the deposit has reflected on your account balance by checking your mini statement
   1. Mini Statement on App may be viewed on the home page.
   2. Alternatively, you may check your mini statement by

• Dialing *200#
• Select 1 for Services
• Select 1 for balance
• Select 2 for Mini Statement.

You will receive an SMS that shows the last 5 transactions on your account.

1. Follow the steps below to approve

• Dial *200#
• press 1 for Services,
• Press 8 for Reversals,
• Press 2 for Approve Reversal,
• Enter the transaction ID
• Enter your 4-digit M-Pesa PIN

No, the only fee is the transaction fee of sending back the money.

Yes, the recipient has to approve the request within 7 days from the date of the request; failing which, a new request will have to be initiated.

No, you cannot reverse a transaction made to a non-M-Pesa number. You will need to contact the recipient and request them to send the funds back to you.

If you experience any challenges during the reversal process, you may contact customer care via WhatsApp on 58114114 or call 114. Please note that customer care may only assist in the instances where
(i) you have sent money to an inactive account
(ii) you have withdrawn money from an agent by mistake and or
(iii) your circumstances fall within conditions as stipulated by the law.