Is Safaricom Down Right Now?
Before you assume the whole Safaricom network is down, check whether the problem is on your side or Safaricom’s. Most “Safaricom not working” reports turn out to be local coverage, a bad SIM, or a handset issue.
Check Downdetector
Real-time user reports and outage map for Safaricom and M-Pesa. See if others are reporting problems right now.
Check Down.co.ke
Kenya-specific uptime checker with 24-hour history and response time graphs.
Call Safaricom customer care — 0722 000 000
The recorded message often includes an outage notice when there is a known network problem. If you hear a standard message, the network is likely up and the issue is local to you.
Search X (Twitter) for 'Safaricom down' and 'M-Pesa down'
Kenyan users report outages on X within minutes. If multiple users across different locations report the same issue, it is a Safaricom-side outage. If only you are reporting it, it is local.
Check Safaricom's official channels
Safaricom posts outage updates on their official X account (@SafaricomPLC) and website. Large outages are usually acknowledged within an hour.
Test with another SIM or device
Swap your SIM into a second phone, or borrow a phone with a different network. If the second device works, the problem is your handset or SIM, not the network.
Why it matters for VAT: M-Pesa is the primary way Kenyan SMEs pay KRA (Paybill 572572) and receive customer payments. When M-Pesa is down, both your receipts and your KRA payments are affected. See the next section for what to do.
How Safaricom Outages Affect M-Pesa & KRA Payments
A Safaricom network outage does more than kill your phone signal — it can block the payment rails your business depends on. Here is what actually breaks and what does not.
M-Pesa transactions (Send Money, Pay Bill, Lipa na M-Pesa, Till)
These are the most affected. During an outage, transactions can fail with 'Service temporarily unavailable', hang in a 'pending' state, or go through with a delayed confirmation SMS.
KRA VAT remittance via Paybill 572572
If you pay your VAT liability through M-Pesa, an outage can block the payment. KRA does not automatically extend deadlines for third-party network failures — screenshot the error and apply for a waiver.
eTIMS invoice transmission on mobile data
If your eTIMS Client or eTIMS Lite relies on a Safaricom data connection, an outage stops invoice uploads. eTIMS Client queues invoices offline and syncs when connectivity returns.
Bank and PesaLink transfers
PesaLink and bank-to-bank transfers use different infrastructure and often keep working during Safaricom outages. They are a reliable fallback for urgent KRA payments.
The #1 mistake: double payment
When an M-Pesa payment fails or times out, many people immediately resend. If the first transaction actually went through, you have now double-paid. Before re-sending any payment — especially to KRA — check your M-Pesa balance and SMS history, or dial *234# to view your statement. If a KRA payment shows as pending, wait for confirmation rather than resending.
M-Pesa Payment Fixes During an Outage
Do not resend immediately
Wait at least 10 minutes and check your M-Pesa statement (dial *234# or open the app) before retrying. A timed-out transaction may still complete.
Switch from mobile data to Wi-Fi (or vice versa)
M-Pesa can fail on one connection type and work on another. This also helps if the issue is your data connection rather than M-Pesa itself.
Use the M-Pesa app instead of USSD, or vice versa
The app (Super App) and the *234# USSD menu use different paths. If one is failing, the other often works.
Fall back to bank transfer or PesaLink
For urgent KRA payments, use your bank's app or PesaLink. KRA accepts these payment methods and they run on separate infrastructure.
Keep evidence of every failure
Screenshot error messages with the date and time. If you later need a KRA penalty waiver, this documentation is your proof.
For guidance on KRA VAT payment methods, deadlines, and penalty waiver applications, see our late VAT filing penalty guide and VAT return filing guide.
Network / Signal Fixes for No Service or No Data
If your phone shows no signal, no data, or keeps dropping calls, try these before calling Safaricom.
Toggle airplane mode on and off
This forces your phone to re-register with the network. It fixes most temporary connection issues within 30 seconds.
Restart your phone
A full reboot clears stuck network processes and is the single most effective fix for 'Safaricom not working' issues on a single device.
Check your data settings
Make sure mobile data is on, APN is set to safaricom, and you have not accidentally exceeded your plan. Switch between 3G/4G/5G in settings.
Move to a different location
Safaricom outages are often coverage-based (a damaged base station or fibre cut in your area). Moving a few hundred metres can restore service.
Re-seat or replace your SIM
A loose or damaged SIM causes intermittent 'no service'. Remove and reinsert it, or test the SIM in another phone.
How to Contact Safaricom Customer Care
0722 000 000
The main customer care line. The automated message usually includes outage notices when there is a known network problem.
100
Free customer care number when calling from a Safaricom line.
200
M-Pesa customer care line for M-Pesa-specific issues (free from Safaricom lines).
X (Twitter)
@SafaricomCare is the fastest way to get a response during outages — they reply publicly and via DM.
Business Resilience During Network Outages
Kenyan businesses lose real money to network outages every year. Here is how to structure your business so a Safaricom outage does not stop you from trading or meeting KRA deadlines.
Use eTIMS Client for offline invoicing
eTIMS Client queues invoices offline and syncs automatically when your connection returns. eTIMS Lite (web-based) cannot work during an outage. See our eTIMS down guide for the full offline workflow.
Keep a backup payment method for KRA
Do not rely on M-Pesa alone for your VAT remittance. Keep your bank app ready as a backup so you can pay KRA even if M-Pesa is down on the 20th.
Maintain a second SIM or Wi-Fi fallback
A prepaid Airtel or Telkom SIM as a data fallback costs almost nothing and keeps your eTIMS and WhatsApp working when Safaricom is down.
Document outages that hit KRA deadlines
Screenshot errors, note times, and contact your tax agent immediately. If a deadline is at risk, the documentation becomes the basis for a penalty waiver.
Related guides: KRA eTIMS Down — Offline Invoicing · KRA iTax Not Working · VAT Filing Deadline.
Let Us Handle Your Filing
Smart VAT Kenya files your monthly VAT return through the KRA agent portal — so you never lose a deadline to M-Pesa, network, or iTax outages. KES 3,500/month. Free eTIMS support included.
Get VAT Help on WhatsAppFrequently Asked Questions
- Is Safaricom down right now?
- Safaricom network outages are usually localised or short-lived. To check the current status: call 0722 000 000 (the free Safaricom customer care number) to hear if there is a recorded outage notice, check downdetector.co.ke for real-time user reports, and search X (Twitter) for 'Safaricom down' or 'M-Pesa down'. If other users are reporting the same issue, it is a Safaricom-side outage. If only your line is affected, the problem is likely on your device, SIM, or coverage area.
- How does Safaricom downtime affect M-Pesa payments?
- During a Safaricom network outage, M-Pesa transactions (send money, pay bill, Lipa na M-Pesa, till payments) can fail, delay, or be held in a 'pending' state. Money is only debited from your M-Pesa balance once the transaction is confirmed by Safaricom's systems. If a payment fails with an error, do not resend immediately — check whether the money left your account first, otherwise you can double-pay. For VAT remittance via the KRA Paybill 572572, wait for the network to stabilise, then confirm the payment was received before re-sending.
- My M-Pesa payment to KRA failed — will I be penalised for late VAT payment?
- If you attempted to pay KRA VAT via M-Pesa Paybill 572572 before the deadline but the transaction failed due to a Safaricom or M-Pesa outage, take a screenshot of the failure message with the date and time. File your return and pay as soon as the network is restored, then apply for a late-payment penalty waiver citing the network outage. KRA does not automatically waive penalties for third-party network failures — you must apply proactively with evidence.
- What can I do when Safaricom is not working?
- Try these steps: toggle airplane mode on and off to force a network re-registration, restart your phone, move to a different location (outages are often coverage-based), and use Wi-Fi calling if your phone supports it. To reach customer care, call 0722 000 000 or 100 (free from Safaricom lines). For urgent M-Pesa needs, consider a short-term fallback — many businesses keep a second SIM on Airtel or Telkom for resilience, and KRA payment can also be made via bank or PesaLink once the network recovers.
- Why does Safaricom keep going down?
- Safaricom outages are typically caused by fibre cuts (especially in Nairobi and major corridors), scheduled maintenance (usually overnight between midnight and 5 AM), power failures at base stations, or software/network upgrades. Fibre cuts from roadworks and vandalism are the most common cause of regional outages. Safaricom usually communicates large outages through their official X account and SMS to affected customers.
- How does Safaricom downtime affect my business's eTIMS and VAT compliance?
- A Safaricom network outage can block eTIMS invoice transmission (if you rely on mobile data), M-Pesa Paybill payments to KRA, and WhatsApp communication with your tax agent. eTIMS Client queues invoices in offline mode and syncs automatically when connectivity returns. For iTax filing and KRA payments, wait for the network to stabilise, then complete the transaction and verify it went through before retrying. Document any outage that prevents you from meeting a KRA deadline and apply for a waiver proactively.