Mistakenly sending money to the wrong till or paybill number on M-Pesa is more common than you think. And when it happens, it can be frustrating—especially if the amount is significant. The good news? Safaricom has made it easier to reverse such transactions in just a few steps.
What To Do If You Send Money to the Wrong Till or Paybill
According to Safaricom, you can request a reversal immediately after the transaction using either of these two options:
Option 1: Dial *456#
- Go to your phone dialer and enter *456#.
- Select the “Reversal Request” option.
- Follow the prompts and submit your request.
Option 2: Use the M-Pesa App
- Open the M-Pesa app on your smartphone.
- Navigate to the “Help” or “Reversal” section.
- Enter transaction details and send a request.
Safaricom advises users to act as quickly as possible after realizing a mistake. Reversals can take up to 72 hours (3 working days) to be processed.
Tip: Always double-check the till or paybill number before confirming any M-Pesa transaction.
What’s the Difference Between Till and Paybill?
- Till Number (Buy Goods): Mostly used by shops, supermarkets, salons, or restaurants. It allows them to collect money and access it directly for business operations.
- Paybill Number: Used for services like school fees, utilities, and subscriptions. Here, customers usually enter an account number to identify the purpose of payment.
If you’ve sent money to a Buy Goods till, Safaricom can assist directly.
However, if it was a Paybill number, you may need to contact the organization that received the money. Safaricom can still help initiate the process, but the receiving company must authorize the refund.
Common Mistakes That Lead to Wrong Transactions
- Typing an extra digit or missing one.
- Rushing and choosing the wrong saved paybill.
- Confusing similar-sounding businesses with different till numbers.
Safaricom has the Hakikisha feature to help confirm recipient names, but mistakes can still happen—especially if the name displayed is unclear.
Q&A: Quick Answers for M-Pesa Reversals
Q: How long does a reversal take?
A: Up to 72 working hours after submitting the request.
Q: Can I reverse a transaction made to a personal number instead of a till or paybill?
A: Yes, the process is the same—dial *456# or use the app.
Q: What if the business refuses to return the money?
A: Safaricom will try to help, but for paybills, the final decision may lie with the company involved.
Q: Is there a charge for requesting a reversal?
A: No, requesting a reversal is free.
Q: Can I reverse a payment after 24 hours?
A: It’s best to act immediately. While you can still request after some time, the chances of success reduce the longer you wait.
In short, don’t panic if you send money to the wrong place—just act fast. Safaricom’s systems are set up to help, but being careful before hitting “Send” is still your best bet.
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