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Finance

How to Change M-Pesa PIN in Kenya

10 min read
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Easy Access Staff

Need to change your M-Pesa PIN? Whether for security or because you forgot it, this guide shows you how to change your PIN step by step.

Mobile security concept

When to Change Your M-Pesa PIN

Change your PIN if:

  • You suspect someone knows your PIN
  • You’ve been using same PIN for long
  • Your phone was lost or stolen (after recovery)
  • You want stronger security
  • Someone saw you enter your PIN
  • For regular security updates (every 3-6 months)

Example: If your brother saw your PIN, change it immediately for security.

Method 1: Change PIN When You Know Current PIN

This is the easiest method if you remember your current PIN.

Person using phone for mobile banking

Step 1: Dial M-Pesa Menu

On your Safaricom line, dial: *334#

Press Call or Send

Example: This opens the M-Pesa main menu.

Step 2: Select My Account

From M-Pesa menu:

  1. Look for My Account option (usually option 7 or 8)
  2. Select it by typing the number
  3. Press Send

Example: Menu shows:

1. Send Money
2. Withdraw Cash
...
7. My Account

Type 7 and press Send

Step 3: Select Change PIN

From My Account menu:

  1. Look for Change PIN option
  2. Select it
  3. Press Send

Example: My Account menu shows:

1. Check Balance
2. Change PIN
3. Update Menu

Select 2 (Change PIN)

Step 4: Enter Current PIN

When prompted, enter your current M-Pesa PIN

Type the 4-digit PIN you’re currently using.

Press Send

Example: If your current PIN is 1234, enter 1234

Step 5: Enter New PIN

Now enter your new PIN:

  • Must be 4 digits
  • Should be different from old PIN
  • Don’t use obvious numbers (1234, 0000, 1111)
  • Don’t use your birth year

Press Send

Example: New PIN: 7942 (random, not in sequence)

Secure PIN entry on phone

Step 6: Confirm New PIN

Enter the new PIN again to confirm.

Must match exactly what you entered in Step 5.

Press Send

Example: Re-enter 7942 to confirm

Step 7: Receive Confirmation

You’ll receive SMS confirmation:

Example SMS:

Your M-Pesa PIN has been successfully changed. If you did not make this change, please call 100 immediately.

Your PIN is now changed! Use the new PIN for all M-Pesa transactions.

Method 2: Reset PIN When You Forgot It

If you forgot your PIN, you need to reset it.

Step 1: Dial M-Pesa Menu

Dial: *334#

Press Call

Example: Opens M-Pesa menu even if you don’t remember PIN.

Step 2: Try Any Transaction

Select any option that requires PIN (like Send Money or Check Balance).

When it asks for PIN, enter wrong PIN deliberately.

Example: Try to check balance, enter 0000 (wrong PIN) three times.

Step 3: Get Locked Out Message

After 3 wrong attempts, you’ll see:

“Your M-Pesa account has been locked. Please reset your PIN.”

Example: This is intentional - you need to be locked out to reset.

Step 4: Go to Safaricom Shop

Visit nearest Safaricom shop or M-Pesa agent with customer service.

What to carry:

  • Your national ID (original)
  • The phone (with SIM card)
  • Tell them you forgot PIN

Example: “Hello, I forgot my M-Pesa PIN. I need to reset it.”

Safaricom customer service center

Step 5: Verify Your Identity

Agent will:

  • Check your national ID
  • Verify ID matches M-Pesa registration
  • Ask security questions
  • Confirm your phone number

Example: Agent: “What’s your full name?” “What’s your date of birth?”

Step 6: Receive Reset Code

Agent will send a reset code to your phone via SMS.

Example SMS:

Your M-Pesa PIN reset code is: 12345678. Dial *334# to set new PIN. Code expires in 24 hours.

Step 7: Set New PIN

  1. Dial *334#
  2. Select Reset PIN or similar option
  3. Enter the reset code from SMS
  4. Enter new 4-digit PIN
  5. Confirm new PIN

Example: Enter reset code 12345678, then new PIN 7942, confirm 7942

Step 8: Confirmation

You’ll receive SMS:

“Your M-Pesa PIN has been successfully reset.”

Example: Now use your new PIN for all transactions.

Method 3: Reset PIN via Customer Care (If Unable to Visit Shop)

If you can’t visit Safaricom shop:

Step 1: Call Safaricom

Call: 100 (free from Safaricom line)

Or call: 0722 000 000 or 0733 000 000

Example: Call and wait for customer care agent.

Step 2: Request PIN Reset

Tell agent: “I need to reset my M-Pesa PIN”

Example: “Hello, I forgot my M-Pesa PIN and cannot visit a shop. Can you help me reset it?”

Step 3: Verify Identity

Agent will ask:

  • Full name
  • National ID number
  • Date of birth
  • Mother’s maiden name
  • Last transaction details
  • Security questions

Example: Answer all questions accurately to verify you own the line.

Step 4: Follow Instructions

Agent will:

  • Explain reset process
  • May send reset code via SMS
  • Or direct you to visit shop (if remote reset not possible)

Example: Some cases require physical verification for security.

Step 5: Complete Reset

Follow SMS instructions to set new PIN.

Example: Receive code, dial *334#, enter code, set new PIN.

Creating a Strong M-Pesa PIN

Good PIN Practices:

What Makes a Strong PIN:

Do:

  • Use random numbers (e.g., 7942, 3816)
  • Mix numbers without pattern
  • Make it memorable to you only
  • Change it every 3-6 months

Don’t:

  • Birth year (e.g., 1990)
  • Obvious sequences (e.g., 1234, 4321, 1111)
  • Phone number digits
  • ID number digits
  • Same PIN as other services

Example:

  • ❌ Weak: 1990 (birth year)
  • ❌ Weak: 1234 (sequence)
  • ✅ Strong: 7942 (random)
  • ✅ Strong: 3816 (no pattern)

Password security concept

Remembering Your PIN:

Memory Tricks:

  • Use pattern on phone keypad
  • Associate with non-obvious memory
  • Write it down and hide safely at home
  • Never save in phone notes

Example: PIN 7942 - draw pattern on keypad, practice until memorized, then destroy paper.

Important Security Tips

Protect Your PIN:

Tip 1: Never Share Your PIN

  • Not with friends
  • Not with family
  • Not with agents
  • Not with “Safaricom” callers

Example: Real Safaricom will NEVER ask for your PIN. Anyone asking is a scammer.

Tip 2: Cover When Entering

  • Shield screen when typing
  • Look around before entering
  • Use hand to cover
  • Don’t let others see

Example: At M-Pesa agent, use your hand to cover screen when entering PIN.

Tip 3: Don’t Save PIN in Phone

  • Not in notes
  • Not in SMS drafts
  • Not in contacts
  • Not in calculator

Example: If phone is stolen, they’ll access your saved PIN.

Tip 4: Change PIN If Compromised

  • Immediately if someone saw it
  • After phone recovery
  • If you suspect fraud
  • Every 3-6 months as routine

Example: Friend saw you enter PIN? Change it that same day.

Tip 5: Different PINs for Different Services

  • M-Pesa PIN
  • Phone unlock PIN
  • Bank PIN
  • Email password

All should be different!

Example: Don’t use 1234 for M-Pesa, phone lock, and email.

What to Do If Someone Has Your PIN

Immediate Actions:

Step 1: Change PIN Immediately

Follow Method 1 above to change PIN right away.

Example: Even if it’s 2 AM, change your PIN using *334# immediately.

Step 2: Check Your Balance

Dial *334# → My Account → Check Balance

Verify no unauthorized transactions.

Example: If balance is lower than expected, someone may have used it.

Step 3: Check Transaction History

Request M-Pesa statement:

  • Dial *334#
  • My Account
  • M-Pesa Statement
  • Enter email

Review recent transactions.

Example: Look for transactions you didn’t make in the last 24 hours.

Step 4: Report to Safaricom

If unauthorized transactions found:

  • Call 100 immediately
  • Report fraud
  • Request reversals
  • Block suspicious transactions

Example: “Someone used my PIN without permission. Transaction code CL123456789.”

Calling customer service

Step 5: Monitor Account

For next few days:

  • Check balance daily
  • Review all transactions
  • Report anything suspicious
  • Keep PIN extra secure

Example: Set reminder to check balance every morning for a week.

Common Problems and Solutions

Problem: Forgot current PIN, can’t change it Solution: Follow Method 2 - reset PIN at Safaricom shop with ID.

Problem: New PIN not working after change Solution: Wait 5 minutes and try again. Ensure you’re entering correct new PIN. If problem persists, call 100.

Problem: Didn’t receive confirmation SMS Solution: Wait up to 10 minutes. Check if PIN change worked by trying a transaction. Call 100 if no SMS and PIN not working.

Problem: Someone changed my PIN without permission Solution: Call 100 immediately. Go to Safaricom shop with ID to reset. Report fraud.

Problem: Agent asking for money to reset PIN Solution: PIN reset at Safaricom shop is FREE. Report the agent. Go to official Safaricom shop.

Problem: Reset code expired Solution: Visit Safaricom shop again for new reset code. Must use within 24 hours.

Important Reminders

  • PIN change is completely FREE - no charges
  • Can change PIN as many times as you want
  • Takes effect immediately after change
  • Old PIN stops working once changed
  • Never share PIN with anyone for any reason
  • Safaricom will NEVER ask for your PIN via call or SMS
  • Change PIN at least every 3-6 months for security
  • Visit official Safaricom shops only
  • Keep phone secure - PIN is last line of defense

Example: If someone calls claiming to be Safaricom and asks for PIN, hang up immediately - it’s a scam!

After Changing Your PIN

Things to Remember:

  1. Update Your Memory:

    • Practice new PIN several times
    • Ensure you won’t forget it
    • Destroy any written copies after memorizing

  2. Test New PIN:

    • Try checking balance
    • Do small transaction
    • Ensure it works

  3. Update Linked Services:

    • Some services might need re-authentication
    • Re-login if necessary

Example: After changing PIN to 7942, immediately check balance to test it works. Practice entering it 5 times to memorize.

PIN vs Password

Understand the Difference:

M-Pesa PIN:

  • 4 digits only
  • Used for transactions
  • Changed via *334#

M-Pesa Password (for app):

  • Can be longer
  • Used to login to M-Pesa app
  • Changed in app settings

Example: PIN 7942 for USSD transactions. Password MySecure123! for M-Pesa app login.

Additional Security Measures

Beyond PIN:

SIM Card PIN

Set PIN for your SIM card:

  • Phone Settings → Security → SIM Lock
  • Prevents SIM use if phone stolen

Example: If someone steals your phone, they can’t use your SIM without SIM PIN.

M-Pesa App Biometrics

If using M-Pesa app:

  • Enable fingerprint
  • Enable face unlock
  • Extra security layer

Example: Open M-Pesa app requires fingerprint before accessing.

Transaction Limits

Set daily transaction limits:

  • Visit Safaricom shop
  • Request transaction limit reduction
  • Limits damage if PIN compromised

Example: Set daily send limit to KES 10,000 - even if PIN stolen, they can’t send more.

Contact Information

Safaricom Customer Care:

  • Call: 100 (free from Safaricom)
  • Call: 0722 000 000 or 0733 000 000
  • Email: care@safaricom.co.ke
  • Twitter: @SafaricomPLC
  • Facebook: Safaricom Limited

For PIN Issues:

  • Call customer care 24/7
  • Visit Safaricom shop during business hours (8 AM - 6 PM)
  • Carry national ID for PIN reset

Emergency:

  • If fraud suspected, call immediately
  • Don’t wait for business hours
  • Report unauthorized transactions within 24 hours

FAQs

Q: How long does PIN change take? A: Instant. New PIN works immediately after confirmation SMS.

Q: Can I change PIN online? A: Yes, via *334# if you know current PIN. Otherwise, visit shop.

Q: Is there a fee to change PIN? A: No. Completely free.

Q: How many times can I change PIN? A: Unlimited. Change as often as you want.

Q: What if I forget new PIN immediately after changing? A: Reset it at Safaricom shop with ID (Method 2).

Q: Can customer care reset PIN over phone? A: For security, most PIN resets require shop visit with ID verification.

Q: How do I know PIN change was successful? A: You receive SMS confirmation and new PIN works for transactions.

Example: Try checking balance with new PIN to confirm it works.

Final Checklist

Before changing PIN:

  • Know current PIN (for Method 1) or have ID ready (for Method 2)
  • Chosen strong new PIN (random 4 digits)
  • Memorized new PIN
  • Ready to test new PIN immediately

After changing PIN:

  • Received confirmation SMS
  • Tested new PIN works
  • Destroyed any written copies
  • Updated your memory
  • Confident in remembering new PIN

Remember: Your M-Pesa PIN is like your house key - keep it secret, keep it safe, and change it regularly. Never share it with anyone!