Safaricom PLC has responded to concerns from a section of Kenyans who reported missing M-Shwari funds following a major system outage. The telco’s customer care team addressed the issue on its official X handle on Wednesday, November 19, 2025, reassuring users that the situation is being resolved.
The issue arose shortly after M-Shwari services were restored, with several users noticing that their balances did not reflect recent deposits. One user, Lissa, reported that KSh60,000 was missing from her account, drawing attention across social media.
In response, Safaricom Care stated, “Apologies for the inconvenience, Lissa. We were experiencing a system issue then; however, this was resolved, and reconciliation is currently ongoing. Once completed, the funds will reflect.” When pressed for further clarity, the team added, “We resolved the M-Shwari issue; however, reconciliation is ongoing. Kindly be patient as we address this. Our sincere apologies.”
Another user, Ms Konya, received similar reassurance. Safaricom Care explained that while the technical glitch had been fixed, reconciliations for affected accounts were still underway. The telco urged patience, noting that the funds would be reflected “as soonest possible.”
The outage, which occurred on Tuesday, November 18, 2025, left M-Shwari customers unable to withdraw, deposit, or view their balances for more than 12 hours. Safaricom had earlier confirmed that the service disruption was due to a system issue and that its banking partner, NCBA, was working to resolve it.
Users on social media expressed frustration, with some stranded during transactions at supermarkets. The disruption has drawn comparisons to a similar M-Shwari glitch reported on October 31, 2025, when users also faced delays in accessing their accounts despite assurances from Safaricom that services had been restored.
Safaricom continues to monitor the situation closely and assures its customers that all funds will be reconciled and reflected soon.
