Airtel Kenya has announced a scheduled 12-hour service disruption for Airtel Money users as it embarks on the final phase of a major system upgrade aimed at enhancing customer experience and introducing innovative digital financial solutions.
In a statement released on Tuesday, Airtel confirmed that all Airtel Money services will be unavailable from 11:00 p.m. on Saturday, May 3, to 11:00 a.m. on Sunday, May 4, 2025. This planned maintenance window will affect key mobile money services including sending and receiving money, bank transfers, bill payments, and agent withdrawals.
“This last phase is scheduled for 11 p.m. on Saturday, May 3, to 11 a.m. on Sunday, May 4. During this time, all Airtel Money services will be unavailable,” read the statement.
The move comes as part of Airtel’s commitment to modernising its mobile money infrastructure to meet the growing demand for faster, more secure, and user-friendly digital financial services. The company had earlier notified customers of the two-phase upgrade on April 4, with the first phase completed on April 6.
To mitigate the impact of the service disruption, Airtel has rolled out a “Rudishiwa” cashback offer, promising 100% reimbursement of transaction fees in the form of airtime. The offer applies to transactions including Bank to Airtel Money transfers, Paybill payments, and Agent Withdrawals made after services resume, and will be valid until midnight on May 4.
“We understand that the downtime may cause temporary inconvenience, and we sincerely apologise for the disruption,” the company said, reassuring customers of a smoother and more robust Airtel Money experience post-upgrade.
Airtel emphasized its continued commitment to innovation and customer satisfaction, stating, “At Airtel Money, we are committed to continuous innovation and improvement to better serve your evolving needs.”
This system enhancement reflects a broader industry trend where mobile money providers are upgrading their platforms to support a growing user base and to deliver more secure and versatile digital services.
Customers are advised to plan ahead and make necessary transactions before the scheduled downtime.
