Safaricom has advised M-PESA customers on the steps to take if their six-month transaction statements fail to arrive after making a request.
The telecommunications company said the statements are normally processed within 10 minutes, urging customers experiencing delays to contact its customer care team for assistance.
In a response to a customer on X on Thursday, November 5, 2026, Safaricom clarified the expected processing time after she sought to know how long it takes to receive a six-month M-PESA statement.
“Hello, the statement is processed within 10 minutes after the request,” Safaricom Care responded.
The company further advised customers experiencing challenges to send their details through its direct messaging channel to facilitate assistance.
“In case of any challenge, please DM your phone number, full name, ID number and year of birth; we will assist,” the company added.
The clarification provides guidance to customers who rely on M-PESA statements to review their financial transactions, track spending and obtain records for personal or official purposes.
Customers can access their M-PESA statements through Safaricom’s available self-service channels, including the M-PESA app and USSD services.
A six-month statement provides a record of transactions conducted over the selected period, allowing users to review money sent and received, withdrawals and other M-PESA activities.
Customers who do not receive their statements within the stipulated 10 minutes have been advised to contact Safaricom Care through its official support channels.
However, customers should ensure they only share personal identification details through Safaricom’s verified communication channels to protect themselves against fraud.
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