If you are a Registered M-PESA Customer

Go to an M-PESA Agent and:

  • Confirm the agent has sufficient funds for your transaction.
  • Give your phone number and show your original ID.
  • Go to your M-PESA menu, select ‘Withdraw cash’.
  • Enter the Agent number, the amount you wish to withdraw and your PIN.
  • You will receive a screen with the above transaction details. Confirm they are correct then Press OK.
  • You and your agent will receive an SMS confirming the transaction.

The agent will then give you the cash and request you to sign a Log Book which is a record of M-PESA transactions done in that store.

If You Are a Non-Registered Customer

Go to an M-PESA Agent and:

  • Confirm the agent has sufficient funds for your transaction.
  • Present the SMS containing the M-PESA voucher number (notification confirming receipt of cash).
  • Give your phone number and show original ID.
  • The agent will enter the ‘one time code’ that is displayed on the customer’s SMS notification.
  • Both the agent and the customer will receive an SMS confirming the transaction.
  • The agent will give you your money and request you to sign the Log book which is a record of M-PESA transactions done in that store.

When you send money to an unregistered customer, they will receive a one-time voucher from M-PESA with a 4 digit code which they will use to withdraw money from an agent. If SMS is not received or accidentally deleted, ask them to call line 234 and request for voucher to be resent to them.

ATM Withdrawal Service

ATM withdrawal service is available to M-PESA registered customers and is currently available on KCB,  Family Bank, Sidian Bank, Stanbic Bank, NIC Bank, Credit Bank, Prime Bank, GT Bank,  Faulu Bank, Solution Sacco, DIB Bank and Equity Bank ATMs.

To withdraw cash you will need to follow these instructions:

First on your phone:

  • Select ‘Withdraw Cash’ from the M-PESA menu
  • Select ‘From ATM’
  • Enter Agent number which is 555555 if you are withdrawing from these ATMs: KCB,  Family Bank, Sidian Bank, Stanbic Bank, NIC Bank, Credit Bank, Prime Bank, GT Bank,  Faulu Bank, Solution Sacco & DIB Bank and if you are withdrawing from Equity Bank ATMs use the Agent  Number 286286
  • Enter your M-PESA PIN

You will receive an SMS notification from M-PESA with a 6-digit authorization code. (The code expires after 4 minutes and you will be expected to initiate the transaction afresh from your phone if you need to withdraw money again.)

Then on the ATM:

  • Select the Mpesa button on the KCB,  Family Bank, Sidian Bank, Stanbic Bank, NIC Bank, Credit Bank, Prime Bank, GT Bank,  Faulu Bank, Solution Sacco, DIB Bank and Equity Bank ATMs.
  • Select your preferred language
  • Enter the 6-digit ATM Authorization Code on the ATM keyboard.
  • Enter your Safaricom mobile number.
  • Enter the amount you wish to withdraw, press CONTINUE to proceed with transaction.
  • ATM will dispense your cash and issue you with a receipt. You will also receive an SMS from M-PESA confirming the transaction.

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