Safaricom has outlined steps customers can take to report suspected fraud and seek assistance after sending money to fraudsters, urging victims to act immediately to minimise potential losses.
In a fraud awareness campaign shared through whatsap channel on Tuesday, November 3, 2026, the telecommunications company advised customers who have sent money to suspicious numbers to contact its customer care team immediately.
“Contact Safaricom immediately. 100 (Prepay) or 200 (Postpay),” the company advised, adding that customers could also use My OneApp to report fraudulent transactions.
In an infographic titled “Umetuma pesa kwa con? Fanya hivi haraka!” (Have you sent money to a fraudster? Do this quickly!), Safaricom outlined five steps customers should follow after falling victim to fraud.
The company urged customers to preserve evidence, including transaction messages, phone numbers and conversations that could help with investigations.
“Keep the evidence,” Safaricom stated, advising customers to retain M-Pesa messages and other information related to the suspicious transaction.
It further encouraged customers to report suspicious phone numbers by sending an SMS containing the number to 333 or using My OneApp.
“Report the suspicious number,” the company stated in its guidelines.
Safaricom also cautioned customers against sending additional money to fraudsters, urging them to follow up on their reports using the reference numbers provided.
In a separate fraud awareness message, the company warned customers against falling for suspicious calls, SMS messages and WhatsApp communications from individuals impersonating Safaricom officials.
“Safaricom will only contact you on 0722 000 000,” the company stated, urging customers to verify calls claiming to originate from the telecommunications provider.
It further warned customers against sharing confidential information, including M-Pesa PINs, passwords and verification codes.
“Never share your M-PESA PIN, passwords or verification codes with anyone,” Safaricom cautioned.
The company also encouraged customers to report suspicious calls, messages and phone numbers through its official reporting channels.
The awareness campaign comes amid growing concerns over mobile money fraud, with customers increasingly being targeted through phishing links, fake promotions, suspicious calls and fraudulent messages.
Safaricom urged customers to remain vigilant, preserve evidence and report suspected fraud promptly.
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