How to Cancel an M-PESA Reversal Request
Making a wrong transfer with M-PESA happens; sometimes you request a reversal only to change your mind. Safaricom provides ways to initiate reversals, but canceling them isn’t always guaranteed and depends on timing and status. Below is what I found from credible sources and what you can try.
Quick Answer — At a Glance
Try canceling via the M-PESA App or mySafaricom App right after submitting reversal if the request is still pending.
Contact Safaricom Customer Care (dial 100, 200, or 234) as soon as possible and ask if the reversal can be canceled.
Use the Zuri chatbot on WhatsApp or Telegram to check or cancel the reversal, if that feature is available.
Step-by-Step Guide
Method 1 — Using the M-PESA App or mySafaricom App
After you submit a reversal request, open the relevant app immediately.
Locate the “Transactions” or “Reversals” section.
If your reversal request is still pending and not yet processed, there may be a “Cancel Reversal” or similar button.
Tap that button and confirm.
Method 2 — SMS (via 456)
If you initiated reversal by forwarding the transaction SMS to 456, this method may not always allow you to cancel once submitted.
Try sending a follow-up SMS to 456 explaining that you want to cancel the reversal request, providing transaction details.
This depends on whether the reversal has already progressed.
Method 3 — Zuri Chatbot
Open WhatsApp or Telegram and start conversation with Zuri.
Choose the “M-PESA reversal” or “My transactions” option.
Ask whether your reversal is pending or processed and if cancellation is possible.
Method 4 — Safaricom Customer Care
Dial 100 (for prepaid), 200 (postpaid), or 234.
Explain you made a reversal request in error, provide transaction code, amount, recipient, and time.
Ask if they can stop or cancel the reversal.
Important Notes & Tips
Not all reversals can be canceled. Once Safaricom begins processing or the funds have already been redeemed (withdrawn or used) by the recipient, cancelation may not be possible. (Safaricom Reversal T&C)
Time is critical: act immediately — often within minutes.
Keep all transaction details (code, amount, recipient, time) ready; this speeds up support.
Use Hakikisha service (name confirmation) before doing transactions — reduces need for reversals.
FAQs
Can I cancel a reversal for a transaction older than 24 hours?
Usually not. Older transactions that are already being processed or completed can’t have their reversal canceled.
Is there a fee for canceling a reversal request?
No, Safaricom doesn’t state any fee for canceling a reversal request.
Will I get a confirmation once the cancellation is successful?
Yes — if cancellation is successful, you should get an SMS or app notification confirming it.
What if Safaricom says the reversal can’t be canceled?
You’ll have to wait for the standard reversal process to complete. If it fails, the money should return to your account automatically (if eligible).
