The reports quickly triggered confusion among Kenyans who rely on the service daily for shopping, transport payments, and other routine transactions.
Several users stated that the “Lipa na M-PESA” feature was either missing or more difficult to locate through the traditional Safaricom SIM Toolkit interface.
The issue soon became a trending topic on social media, with some customers fearing that the service had been discontinued entirely.
However, Safaricom has since clarified that Lipa na M-PESA services remain active and fully operational across the country.
Through statements shared on its customer care platforms, the company explained that some customers may notice menu changes depending on the type of phone they use, recent software updates, or ongoing system upgrades intended to improve M-PESA services.
According to the company, users can still access Lipa na M-PESA through alternative methods including the M-PESA App, USSD codes, and updated SIM Toolkit menus available on newer mobile devices.
The clarification comes as digital payment systems continue playing a major role in Kenya’s economy. Many businesses, especially small traders and transport operators, heavily depend on Buy Goods and Paybill services for daily transactions.
The confusion also emerged during a period when Safaricom has been encouraging greater adoption of smartphone-based services such as the M-PESA App and the MySafaricom App as part of its expanding digital ecosystem.
While some Kenyans welcomed the company’s explanation, others criticized Safaricom for not communicating the changes earlier, arguing that better public communication could have prevented unnecessary panic among users.
Safaricom has advised customers experiencing difficulties to restart their phones, update their SIM cards if necessary, or contact customer care for further assistance.
The company maintained that all M-PESA services, including Lipa na M-PESA, continue to function normally.
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