Knowing how to call Safaricom customer care can save you a lot of time, especially when dealing with issues like SIM registration, network problems, or M-PESA inquiries.
Safaricom, Kenya’s largest telecommunications company, offers several easy ways to reach its customer support team depending on the nature of your query.
Whether you are using a prepaid or postpaid line, contacting customer service should be simple and fast.
This guide explains all your options, ensuring you get the help you need without unnecessary delays.
Different Ways to Contact Safaricom Customer Care
Safaricom has streamlined its customer care services, making them accessible to everyone across the country. Here is a quick overview of the different ways you can reach them:
| Method | Details | Cost |
|---|---|---|
| Dial 100 (Prepaid customers) | Connects directly to customer service | Free |
| Dial 200 (Postpaid customers) | For billing, account support, and upgrades | Free |
| Dial *100# or *200# | Self-service USSD menu for faster solutions | Free |
| Use MySafaricom App | Chat support, account management, and service requests | Data charges apply |
| Twitter (@Safaricom_Care) | Public or direct messages to customer care agents | Free (data use) |
| Visit a Safaricom Shop | Face-to-face help with account issues, device support, and SIM services | Free |
Each method serves different customer needs. For urgent queries, calling remains the fastest way to connect with a live agent.
Step-by-Step: How to Call Safaricom Customer Care
While there are multiple contact methods, calling directly remains the most efficient when dealing with complex problems.
For Prepaid Users
- Dial 100 from your Safaricom line.
- Follow the voice prompts to select the service you need.
- Press the number to speak to a customer care agent.
- Wait for the agent to respond. Be prepared with your ID details if necessary.
For Postpaid Users
- Dial 200 from your Safaricom line.
- Listen to the menu options.
- Choose the service category related to your issue.
- Get connected to a support agent.
Interestingly, if your SIM card is newly registered or recently updated (something you can learn more about in our guide on how to update a Safaricom line), customer care might ask for your personal verification information. Always have your national ID ready.
Why Choose to Call Instead of Using Other Channels?
Although self-service options like *100# and MySafaricom App are excellent for quick tasks, speaking directly to an agent can help solve complicated issues faster.
These may include billing disputes, M-PESA reversals, network outages, or line registration queries.
Moreover, calling customer care ensures you get personalized help in real-time.
If you are planning to register a new Safaricom line, customer care can walk you through the KYC (Know Your Customer) requirements—a critical step outlined in telecommunication regulations.
Common Issues You Can Solve by Calling
- SIM card activation and registration support
- M-PESA reversal and transaction queries
- Internet connectivity troubleshooting
- Airtime or data bundle purchase issues
- Postpaid billing inquiries
- Service upgrades and promotions
In addition to these, you can request information about corporate plans, handset financing, and fiber installation services.
Quick Tips to Get Help Faster
| Tip | Why It Helps |
|---|---|
| Call early in the morning or late evening | Less busy times mean shorter wait times |
| Use the correct service number (100 or 200) | Directs your call to the right support team |
| Prepare your ID and account details | Verifies your identity quickly, saving time |
| Be clear and concise about your issue | Helps the agent assist you faster |
Additionally, always note down any reference number given during the call. It will be useful if you need to follow up later.
Final Thoughts: Safaricom Makes Customer Care Easy
Learning how to call Safaricom customer care is essential for managing your mobile, M-PESA, or data services smoothly.
While digital tools like USSD codes and apps are growing in popularity, nothing beats the speed and human connection of a voice call, especially for complex issues.
With Safaricom continuously enhancing its customer experience to match global telecommunications standards, contacting them has never been easier.
Next time you run into a mobile hiccup, you know exactly what to do.
