Safaricom Customer Care Contact

Safaricom Customer Care Contact-Dial 100 (free) or +254 722 002 100. WhatsApp number for customer care is +254 722 000 100

Customer care:PrePay: Call 100 (No charge) or +254722002100 (Chargeable) or email customercare@safaricom.co.ke. PostPay: Call 200 (No charge) or +254722002200 (Chargeable) or email advantage@safaricom.co.ke.

Safaricom Customer Care: Your Complete Guide to Contacting Support in 2025

Safaricom, Kenya’s leading telecommunications provider, offers a variety of ways to connect with their customer care team to resolve issues, inquire about services, or manage your account. Whether you need assistance with M-PESA, data bundles, or SIM card issues, Safaricom’s customer support is accessible through multiple channels, including phone, online chat, WhatsApp, email, and physical shops. This guide covers all the essential details, including Safaricom customer care contact numbers, 24-hour support, online chat, WhatsApp number, email address, shops, app, buying a SIM card online, and information about Safaricom PLC.

Safaricom Customer Care Contact Numbers: 24/7 Support

Safaricom provides dedicated customer care numbers to ensure you can get help anytime, day or night. Here are the primary contact numbers for different types of customers:

PrePay Customers: Dial 100 (free) or +254 722 002 100 (chargeable). This line is available 24/7 for airtime top-ups, data bundle purchases, or M-PESA queries.
PostPay Customers: Dial 200 (free) or +254 722 002 200 (chargeable). This number is ideal for billing inquiries, postpaid plan changes, or device compatibility issues.
Business Support: Call +254 722 002 222 or email business.support@safaricom.co.ke for corporate queries.
General Inquiries: For non-service-specific queries, you can reach Safaricom’s head office at +254 722 00 3272.

Tip: Calling on Mondays may result in longer wait times, while Sundays typically have shorter wait times. Be prepared to provide your phone number, full name, or account details for verification.

For urgent issues like M-PESA reversals, some users have successfully reached a human agent by dialing 100, selecting option 1 (M-PESA reversal), and then option 2 (reverse money sent to the wrong till or paybill number).

Safaricom Customer Care Number: 24-Hour Availability

Safaricom’s customer care lines are operational 24 hours a day, 7 days a week, ensuring you can resolve issues like SIM card activation, network problems, or billing disputes at any time. The primary Safaricom customer care number for PrePay users is 100 (free from a Safaricom line) or +254 722 002 100 (chargeable). PostPay users can dial 200 (free) or +254 722 002 200 (chargeable). These numbers are designed to handle a wide range of inquiries, from M-PESA issues to data bundle subscriptions.

If you’re abroad and facing issues with your Safaricom SIM, such as M-PESA access or network registration, these numbers remain accessible, though international call rates may apply.

Safaricom Customer Care Online Chat with Zuri

For those who prefer digital solutions, Safaricom offers an online chat service through their AI-powered chatbot, Zuri. Zuri can assist with common queries like checking M-PESA balances, retrieving PUK codes, buying data bundles, or managing subscriptions. To access Zuri:

Visit the Safaricom website (www.safaricom.co.ke) and look for the chat option.
Alternatively, interact with Zuri via WhatsApp (see below for details).

Zuri is designed to provide instant responses and can escalate complex issues to human agents when needed. This service is particularly useful for quick, automated assistance without needing to call.

Safaricom Customer Care WhatsApp Number

Safaricom’s WhatsApp number for customer care is +254 722 000 100. To use this service:

Save the number in your phone’s contact list.
Open WhatsApp and start a chat with the saved contact.
Interact with Zuri, Safaricom’s AI chatbot, to manage tasks like checking balances, unsubscribing from services, or requesting M-PESA reversals.

This channel is convenient for users who prefer messaging over calling and is available 24/7. WhatsApp is especially popular for its quick response times and ability to handle detailed queries.

Safaricom Email Address for Support

If your issue requires a detailed explanation or isn’t urgent, you can contact Safaricom via email. The primary Safaricom email addresses are:

General Queries (PrePay): customercare@safaricom.co.ke
PostPay/Advantage Queries: advantage@safaricom.co.ke
Business Support: business.support@safaricom.co.ke

When emailing, include your phone number, full name, and a clear description of your issue to ensure a faster response. Email is ideal for issues like billing disputes or feedback, with responses typically provided within 24–48 hours.

Visiting a Safaricom Shop

For hands-on assistance, Safaricom operates numerous Safaricom shops and care desks across Kenya. These locations are ideal for tasks like SIM card registration, replacement, or purchasing devices. To find the nearest shop:

Dial 45610# to locate a Safaricom shop or care desk.
Visit the Safaricom website (www.safaricom.co.ke) and use the store locator tool.

Popular locations include Safaricom House, Waiyaki Way, Westlands, Nairobi, and various retail centers nationwide. Visiting a shop is recommended for issues that require physical verification, such as SIM swaps or M-PESA fraud concerns.

Using the Safaricom App

The mySafaricom app is a powerful self-service tool for managing your account. Available for free on Google Play Store and Apple App Store, the app allows you to:

Check airtime and data balances.
Purchase data bundles or airtime.
Verify M-PESA transactions.
Access exclusive offers and Bonga Points.

To get started, download the app, log in with your Safaricom number, and follow the prompts. The app is user-friendly and reduces the need to contact customer care for routine tasks.

Pro Tip: Use the app to verify transactions before confirming to avoid errors, especially with M-PESA payments.

How to Buy a Safaricom SIM Card Online

Need a new Safaricom SIM card? You can buy a Safaricom SIM card online through the official Safaricom website or authorized partners. Here’s how:

Visit www.safaricom.co.ke.
Navigate to the “Get Started” or “Shop” section.
Select a SIM card option (PrePay or PostPay).
Provide your details and a valid ID for registration.
Choose delivery or pick-up at a Safaricom shop.

After receiving your SIM, dial *456# to activate it and register for M-PESA if needed. Online purchases are convenient for new customers or those replacing a lost SIM.

About Safaricom PLC

Safaricom PLC is Kenya’s largest telecommunications provider, with a market share of approximately 63.5% and over 33 million subscribers. Founded in 1997 and headquartered in Nairobi, Safaricom is partly owned by the Vodacom Group (40%) and offers services like voice, data, SMS, and M-PESA, a mobile money platform revolutionizing financial inclusion in Kenya. Safaricom’s network covers 95% of Kenya’s population, operating on 2G, 3G, 4G, and WiMAX technologies.

For investor or corporate information, visit www.safaricom.co.ke or follow @SafaricomPLC on social media platforms like Twitter and Facebook.

Additional Tips for Contacting Safaricom Customer Care

Social Media: Reach out via Twitter (@Safaricom_Care or @SafaricomPLC) or Facebook (SafaricomPLC) for quick responses. These platforms are effective for non-urgent queries.
Self-Service Codes: Dial *456# for a unified menu to access services like data purchases, M-PESA management, or PUK retrieval. Other codes include *100# (PrePay), *200# (PostPay), and *234# (M-PESA).
Fraud Prevention: Be cautious of fake calls or messages requesting your M-PESA PIN or personal details. Report suspicious activity by forwarding messages to 333 (free) or contacting customer care.

Safaricom International Customer Care Numbers: Ethiopia, UK, UAE, and Beyond

For Safaricom customers traveling or residing outside Kenya, accessing customer care while roaming in countries like Ethiopia, the UK, or the UAE is straightforward. Safaricom provides dedicated international support channels to ensure seamless assistance for issues like M-PESA transactions, roaming services, or network connectivity. Below are the key Safaricom international customer care numbers and contact methods for users abroad.

Safaricom Customer Care in Ethiopia

Safaricom Telecommunications Ethiopia PLC (STE), a subsidiary of Safaricom Kenya, operates in Ethiopia to support the country’s digital transformation. For customers using a Safaricom Ethiopia SIM or roaming with a Kenyan Safaricom line, the following contact options are available:

Customer Care Number: Dial +251 799 000 700 for support while in Ethiopia. This number is chargeable based on the applicable roaming tariff or local rates for Safaricom Ethiopia customers. It’s ideal for queries about SIM activation, M-PESA, or network issues.
Enterprise/Business Support: For enterprise customers, dial 755 (free for Safaricom Ethiopia customers) or +251 799 000 755 (chargeable).
Zuri Chat: Use the AI-powered Zuri chatbot on the Safaricom Ethiopia website (www.safaricom.et) or via WhatsApp at +251 799 000 700 for instant assistance with balance checks, bundle purchases, or general inquiries.
Physical Shops: Visit Safaricom Ethiopia branded shops or souks in cities like Addis Ababa, Dire Dawa, Bahir Dar, Adama, or Jimma for in-person support. For example, the Safaricom Bole Airport shop assists with SIM purchases and Visitor’s Plans for travelers.

Note: Safaricom Ethiopia customers can also dial 700 for general inquiries or check balances using 704#. Roaming Kenyan customers should ensure sufficient airtime to avoid M-PESA transaction issues.

Safaricom Customer Care in the UK

For Safaricom customers in the United Kingdom, whether roaming or using international calling services, the following options are available:

Customer Care Number: Dial +254 722 002 100 (PrePay) or +254 722 002 200 (PostPay) from the UK. These numbers are chargeable at international roaming rates, which vary by network partner (e.g., Vodafone UK). Check rates at www.safaricom.co.ke before calling.
Zuri Chat: Access the Zuri chatbot via the roaming website (roaming.safaricom.co.ke) or WhatsApp at +254 722 000 100 for instant support without incurring high call charges.
Email Support: For non-urgent issues, email customercare@safaricom.co.ke (PrePay) or advantage@safaricom.co.ke (PostPay). Include your phone number and details of your issue for faster resolution.

Tip: To make international calls to the UK from Kenya, dial +44 followed by the phone number (e.g., +4477 123456789). Roaming customers in the UK can receive calls for free on partner networks in select regions.

Safaricom Customer Care in the UAE

Safaricom customers in the United Arab Emirates can access support through the following channels:

Customer Care Number: Dial +254 722 002 100 (PrePay) or +254 722 002 200 (PostPay) from the UAE. Calls are charged at roaming rates, which can be high, so consider using alternative methods like WhatsApp for cost savings.
WhatsApp Support: Contact Zuri via +254 722 000 100 for assistance with M-PESA, data bundles, or roaming activation. This is a cost-effective option as it only requires an internet connection.
Email: Reach out to customercare@safaricom.co.ke or advantage@safaricom.co.ke for detailed queries, such as roaming activation for PostPay users who forgot to activate before traveling.

Note: PostPay customers must activate roaming before leaving Kenya by dialing 444# or 456# and selecting “Activate Roaming Service.” If you’re already in the UAE, email advantage@safaricom.co.ke for activation assistance. Ensure your device is VoLTE-enabled and uses a 4G SIM for optimal connectivity.

Safaricom Customer Care in Other Countries

Safaricom’s roaming service spans over 190 countries, including partners like Vodafone, MTN, and others, ensuring connectivity worldwide. For customers in other international destinations:

General Customer Care: Dial +254 722 002 100 (PrePay) or +254 722 002 200 (PostPay) from any country. Charges depend on the visited network’s tariff.
Zuri Chat: Use the Safaricom roaming website (roaming.safaricom.co.ke) or WhatsApp at +254 722 000 100 for instant support, especially for M-PESA transactions or bundle purchases.
Social Media: Reach out via Twitter (@Safaricom_Care or @SafaricomPLC) or Facebook (SafaricomPLC) for quick responses, ideal for non-urgent issues.
USSD Codes: Dial 334# for M-PESA services or 456# for general services to avoid roaming SMS charges. Ensure sufficient airtime for PrePay users to complete transactions.

Pro Tip: To reduce costs, disable data roaming and use Wi-Fi for WhatsApp or app-based services like the mySafaricom app. For international calls, dial “+” followed by the country code and phone number (e.g., +971 for UAE, +251 for Ethiopia).

Additional Considerations for International Users

Roaming Activation: PrePay customers have roaming enabled by default, but PostPay users must activate it via 444# or 456# before traveling. Corporate PostPay customers should contact their account manager.
M-PESA Abroad: Use the mySafaricom app or 334# for M-PESA transactions to avoid SMS charges. Ensure sufficient airtime, as PrePay users with low balances may face transaction failures.
Visitor’s Plan in Ethiopia: Travelers to Ethiopia can purchase a Visitor’s Plan at the Safaricom Bole Airport shop using USD or EUR for local and international calls, SMS, and data.
Fraud Awareness: Beware of scams targeting M-PESA users abroad. Forward suspicious messages to 333 (free) or report to customer care immediately.

Conclusion

Safaricom ensures global accessibility with international customer care numbers like +254 722 002 100 (PrePay) and +254 722 002 200 (PostPay) for customers in the UK, UAE, and beyond, alongside +251 799 000 700 for those in Ethiopia. With options like Zuri chat, WhatsApp, email, and physical shops, resolving issues while roaming is convenient and efficient. For more details or to manage your account, visit www.safaricom.co.ke (Kenya), www.safaricom.et (Ethiopia), or use the mySafaricom app.