Safaricom has clarified the requirements for changing the names displayed on M-Pesa tills, saying customers must submit supporting business registration documents before their requests can be processed.
The clarification followed a complaint by a customer, Ronnie Alexis, who questioned why he was being asked to provide a Business Registration Certificate despite having registered his M-Pesa Till as a personal account.
In a post on Safaricom’s social media page on Saturday, November 14, 2026, Alexis said the name displayed whenever customers made purchases through his Till was his personal name rather than the name of the products he sells.
He explained that he had requested a name change through email but was subsequently asked to submit a Business Registration Certificate and other supporting documents.
The customer questioned the requirement, arguing that he had registered a personal Till and did not operate a formally registered business.
“I don’t want it to be for a big business that will require me to provide certificates and KRA,” he said.
Responding to the complaint, Safaricom said changing the name associated with a Till could only be done after the customer submitted the required documentation.
“We understand your concern. However, a change of Till name can only be processed upon submission of the required documentation,” the telecommunications company stated.
Safaricom asked the customer to share the requested Business Registration Certificate and any other supporting documents communicated through email to allow the request to be reviewed.
“Without the required documents, we are unable to effect the name change,” the company added.
In a subsequent response, Safaricom apologised for the inconvenience and advised Alexis to visit any Safaricom Shop with his identification document for assistance.
According to the company’s official M-PESA Business Till guide, a notification number is the mobile number attached to a Till that receives SMS notifications when customers make payments. A nominated number, on the other hand, is the personal M-PESA-registered number authorised to withdraw funds from the business store.
This means a merchant’s personal number does not automatically become the Till’s transaction-notification line simply because it is the nominated number.
The two numbers serve different purposes within the Business Till system.
The notification number is primarily linked to payment alerts, while the nominated number provides authorised access to the Till’s services.
Rono is a digital journalist with a proven track record in newsroom leadership and content creation. Currently a Digital Writer for People Daily Digital, Emmanuel’s career is rooted in a lifelong passion for storytelling. Let's talk here: emmanuel.rono@mediamax.ke or ronoemmanuel685@gmail.com
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