Safaricom recently addressed user concerns regarding a new M-PESA feature that requires customers to re-enter the recipient’s phone number twice during transactions. This clarification followed a wave of complaints from users on social media.
The issue came to light when user Yobera (@MrYobera) inquired on X, “Yooh @SafaricomPLC, what’s up with re-entering the recipient number while sending money?” Safaricom promptly responded, explaining the introduction of an enhanced Hakikisha feature that mandates users to input the recipient’s phone number twice before completing a transaction. The company acknowledged that this change might cause some inconvenience.
“Hi Yobera. There is a new feature with improved Hakikisha that requires you to enter the recipient’s number twice before completing transaction. We regret the inconvenience caused,” Safaricom communicated on X.
Launched in December 2025, the enhanced Hakikisha feature primarily impacts transactions via the M-PESA SIM Toolkit (STK). This upgrade builds on the original Hakikisha service introduced in 2015, which allowed users to verify the recipient’s registered name.
The update aims to reduce the occurrence of erroneous transfers, a persistent issue that previously resulted in thousands of daily reversal requests and financial losses for users. Reports show that similar confirmation steps have significantly decreased daily wrong-send reversals.
Balancing security with user convenience remains a challenge. While some users express frustration over the extra step, others recognize its importance in preventing costly errors. One user humorously remarked on missing out on occasional “wrong number” windfalls.
Analysts suggest that this feature demonstrates Safaricom’s commitment to enhancing transaction security while ensuring convenience for millions of M-PESA users who depend on the platform for their daily transactions.
In recent weeks, Safaricom has also addressed inquiries regarding automatic deductions occurring without PIN prompts. On January 12, 2026, user @UCollince asked, “Good morning, @SafaricomPLC. Kindly explain how @_shakenya is able to deduct money from our M-Pesa accounts without prompting us to enter our PIN. This started happening after we registered for the Lipa Mdogo Mdogo service.”
In response, Safaricom clarified that such deductions take place only if users have activated M-PESA Ratiba, a standing order service launched in October 2024. “If you have activated M-PESA Ratiba… and enabled SHA to auto deduct, this can happen without prompting for the PIN,” the company explained.
M-PESA Ratiba facilitates recurring payments for various expenses such as bills, rent, school fees, insurance, and subscriptions, allowing for easy setup and automatic transfers. Users enrolled in SHA’s Lipa Mdogo Mdogo plan may experience auto-deductions if Ratiba is enabled. To manage or cancel these deductions, users can dial *334# and select Option 9 (M-PESA Ratiba) to manage their standing orders.
Through these updates, Safaricom emphasizes its efforts to bolster security while automating routine payments on M-PESA, Kenya’s leading mobile money platform, prompting ongoing discussions about the balance between convenience and user control.
