---
title: "Safaricom Confirms M-Shwari Downtime After Balance Reports"
description: "Safaricom says it is experiencing M-Shwari system downtime after customers reported access issues and unexpected displayed balance changes."
canonical_url: "https://liners.com/news/safaricom-m-shwari-downtime-missing-balances"
markdown_url: "https://liners.com/news/safaricom-m-shwari-downtime-missing-balances.md"
type: "article"
language: "en"
published_at: "2026-10-23T18:29:17.606Z"
updated_at: "2026-10-23T18:29:20.010Z"
---

# Safaricom Confirms M-Shwari Downtime After Balance Reports

Safaricom says it is experiencing M-Shwari system downtime after customers reported access issues and unexpected displayed balance changes.

## Breadcrumbs

- [News](/news)
- [Safaricom Confirms M-Shwari Downtime After Balance Reports](/news/safaricom-m-shwari-downtime-missing-balances)

## Content

## In Short
Safaricom confirmed system downtime affecting M-Shwari after customers reported account access issues and unexpected changes in displayed balances. The company said technical teams are working on a fix, but did not share a restoration timeline.

## What Happened: How Safaricom Responded On X
[Safaricom](/safaricom) said a system outage is affecting [M-Shwari](/m-shwari), its savings and mobile loan service. The confirmation came in replies from Safaricom Care to customers on X who raised concerns about being unable to access the service and seeing unexplained balance changes.

In one exchange, a customer identified as Finley Mwachia posted that his displayed M-Shwari balance had dropped from 2736.75 to 936.75. The figures in the post suggested a difference of Ksh1,800. The report noted that the post did not establish the cause of the discrepancy or whether any money had been lost.

Safaricom Care replied to Mwachia, saying, “Hi Finny215, sorry, we are experiencing system downtime affecting M-Shwari services, and resolution is underway. Kindly bear with us.”

In a separate case, Safaricom told another customer, HempstoneAmizi, that it was “currently experiencing a degradation affecting Mshwari services” and asked for patience while its team worked on resolving the issue.

## Why It Matters: Trust And Daily Money Use
M-Shwari is operated through a partnership between Safaricom and NCBA Bank Kenya. It lets customers save money and access mobile loans using a phone.

The service is used for everyday needs, including emergencies, household expenses, and small business transactions. When it is down, customers can struggle to confirm available balances or complete intended transactions.

The report also said an outage does not automatically mean customer funds are lost. It was not clear how many customers were affected or when M-Shwari would be fully restored, and Safaricom did not provide a specific timeline for returning the service to normal.

## Sources and products

- [People Daily](https://peopledaily.digital/business/safaricom-confirms-m-shwari-system-downtime-after-customer-report-missing-balances)
- [Safaricom](/safaricom)
- [M-Shwari](/m-shwari)

## Related pages

- [Infrastructure](/news)

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