Safaricom has advised customers experiencing difficulties opening their encrypted M-Pesa statements to check their phone settings and request a new statement if they do not receive the SMS password required to unlock the document.
The guidance follows a complaint from a customer who said he received his M-Pesa statement by email but never received the verification code needed to open the password-protected PDF.
The telecommunications company said the issue may be linked to blocked Safaricom messages or disabled promotional SMS settings.
Why customers may not receive the password SMS
Responding to the customer’s complaint on its official social media platform, Safaricom advised users to first confirm that SMS messages from the SAFARICOM sender have not been blocked on their phones.
The company also recommended enabling promotional messages before requesting another statement.
“We understand your frustration. Kindly check whether SAFARICOM messages are blocked on your phone. Also, activate promotional messages, then request the statement again,” Safaricom said.
Why M-Pesa statements are password-protected
Safaricom says M-Pesa statements are encrypted to protect customers’ financial information from unauthorised access.
Each statement request generates two separate items:
- A password-protected PDF statement sent to the customer’s registered email address.
- A unique password sent separately via SMS to the registered mobile number.
The company noted that every new statement request generates a different password, meaning customers must use the SMS code that matches the specific statement they requested.
How to request an M-Pesa statement
Customers can generate M-Pesa statements through several self-service channels.
Using the USSD menu, customers should dial *334#, select My Account, choose M-Pesa Statement, select the preferred statement period, enter their email address and confirm the request using their M-Pesa PIN.
Statements can also be requested through the M-Pesa mobile application.
Safaricom allows customers to generate statements covering periods of up to two years through its digital self-service platforms. Requests for older statements or those required for legal purposes are processed at Safaricom shops after identity verification.
What to do if the statement won’t open
Safaricom has advised customers to take the following steps if they cannot access an emailed M-Pesa statement:
- Check whether messages from the SAFARICOM sender have been blocked.
- Ensure promotional SMS messages are enabled on the line.
- Request a new M-Pesa statement if the password SMS does not arrive.
- Confirm that the password SMS corresponds to the correct emailed statement, since every request generates a unique password.
Safaricom warns against sharing security credentials
The latest advisory forms part of Safaricom’s ongoing customer education campaign aimed at improving account security.
The company continues to remind customers never to share confidential information such as their M-Pesa PIN, one-time passwords (OTPs) or statement passwords with anyone, warning that these security measures are designed to protect users against fraud and unauthorised access to financial information.
