Safaricom Explains Delayed M-PESA Messages Amid Customer Complaints

For many Kenyans, an M-PESA confirmation message is more than just a notification. It is proof that money has changed hands, a receipt for a business transaction, and often the difference between trust and suspicion during a payment.

That is why recent complaints about delayed M-PESA transaction messages sparked concern among customers who rely on the service every day.

Safaricom has now responded to the growing concerns, clarifying that it is not currently experiencing any system-wide delays affecting M-PESA transaction notifications.

The response came after several users took to social media to complain that confirmation messages were arriving minutes after transactions had been completed. Some customers claimed the delays had created awkward situations, especially when making payments to businesses or individuals who expected immediate proof of payment.

Responding to a complaint on Saturday, June 13, 2026, Safaricom maintained that its systems were functioning normally and suggested that the problem could be linked to individual mobile devices rather than the M-PESA platform itself.

“Hello Dion, kindly note we do not have delays with M-PESA messages currently. The experience may also be caused by the phone that does not show messages immediately delivered to the line,” Safaricom said.

According to the telecommunications company, there are situations where a transaction notification may be sent successfully from its systems but fail to appear instantly on a customer’s phone. This can happen due to a range of factors related to the device being used.

Technology experts note that delayed SMS notifications can be caused by poor network coverage, low phone storage, outdated software, battery optimisation settings that restrict background processes, or temporary glitches within a phone’s messaging application. In some cases, messages may be delivered to the SIM card immediately but remain undisplayed until the device reconnects to the network or refreshes its messaging service.

The issue has attracted attention because of the central role M-PESA plays in Kenya’s economy. Since its launch in 2007, the mobile money platform has transformed how millions of Kenyans send, receive, save and spend money. Today, it is used by individuals, small businesses, large enterprises and government agencies to facilitate daily transactions.

From paying for groceries and transport to settling utility bills and receiving salaries, M-PESA has become deeply woven into everyday life. As a result, customers expect transaction notifications to arrive almost instantly after making a payment.

For traders and business owners, confirmation messages often serve as the first indication that a customer has paid. Delays can therefore create uncertainty, particularly in busy retail environments where sellers may hesitate to release goods before receiving proof of payment.

Some customers have also reported instances where delayed notifications led to disagreements between buyers and sellers, especially during peak business hours when multiple transactions are being processed simultaneously.

Despite the complaints, Safaricom insists that there is currently no widespread outage affecting M-PESA messaging services. The company has encouraged customers experiencing persistent notification delays to check their device settings and seek technical assistance if the problem continues.

The clarification is likely to reassure many users, although the discussion highlights how heavily Kenyans have come to depend on real-time mobile money notifications in an economy where digital payments have become the norm rather than the exception.