Safaricom Says You Can Reactivate Inactive Lines via *100*2#

In Short

Safaricom has shared a self-service option for reactivating some inactive mobile lines. Customers can start the process from home using an active Safaricom line and the 1002# USSD menu.

What Happened

Safaricom says customers with old, inactive numbers may be able to restore service without visiting a retail outlet. The telco shared the steps in a short explainer video.

In the flow, a customer dials 1002# from an active Safaricom line, selects “Reactivate your old line”, and then follows the on-screen prompts. USSD is the text menu system that works on any phone, even without mobile data, like a basic interactive checklist.

Safaricom said the process may require the old SIM card’s serial number. That serial number helps confirm the SIM being reactivated is linked to the user’s old line.

The company also noted that not every inactive number will qualify. Reactivation depends on whether the line meets Safaricom’s internal requirements.

Why It Matters

Inactive SIM lines are a common problem for users who keep multiple numbers, then stop using one for months. When a number goes dormant, customers can lose access to core services tied to that line, including calls, SMS, mobile data, and mobile money.

In Kenya, that mobile money link is often M-PESA. If your old number is attached to wallet balances, merchant payments, or account recovery for other apps, losing it can create real operational risk for individuals and small businesses.

Safaricom’s remote reactivation guidance could reduce support load and save customers time and travel costs. The company also advised users to keep a restored line active by topping up airtime and using services regularly to avoid future deactivation.