It is a scenario familiar to any business owner in Nairobi: You are at an M-Pesa agent, trying to withdraw cash from your business till to restock inventory. The agent asks for your "Store Number." You recite your "Till Number"—the one customers use every day. The transaction fails. Confusion ensues.

In the high-speed ecosystem of Kenya’s digital economy, where M-Pesa handles millions of transactions daily, these numbers are the invisible gears turning the machine. Yet, for many merchants, the distinction between a Till Number, a Store Number, and a Head Office (HO) Number remains a gray area. Understanding this triad is not just about technical compliance; it is about financial security and operational control.

The Trinity of Numbers: What Means What?

To the customer buying milk at a local kiosk, only one number matters: the Till Number. This is the customer-facing interface, designed solely for receiving money. However, for the merchant, the backend is more complex.

• The Till Number: The "front door" of your business. It is public, displayed on posters, and used by customers to pay you.
• The Store Number: The "manager's key." This number is distinct from the Till Number (though they are linked). It is used by the business owner to operate the account—specifically for withdrawing funds to a bank, moving money to a nominated number, or checking balances via USSD.
• The Head Office (HO) Number: The "HQ command center." This is critical for businesses with multiple branches (e.g., a supermarket chain or a petrol station with multiple pumps). The HO number aggregates funds from various Store Numbers, allowing for centralized management.

Safaricom introduced this hierarchy to separate duties. A cashier can see the Till Number to confirm payments, but without the Store Number, they cannot withdraw funds—a crucial anti-fraud measure for SMEs.

Retrieving Your Credentials: The Missing Steps

Many merchants find themselves stuck when they lose the initial SMS sent during registration. If you are scrambling to find your Store or HO number, the process is digital and instant. You do not need to visit a customer care center.

Method 1: The USSD Route (*234#)
This is the most accessible method for the majority of traders using feature phones or smartphones.

• Dial *234# from the nominated Safaricom line (the line used to register the business).
• Select M-PESA Business Till.
• Select M-PESA Information or Account Services.
• Choose Query My Till.
• Safaricom will send an SMS containing your Store Number and HO Number details.

Method 2: The M-Pesa for Business App
For those using the smartphone app, the Store Number is often visible on the profile or 'My Account' section of the dashboard, serving as the primary identifier for the account's backend operations.

Why This Matters for Your Bottom Line

Beyond the logistics of withdrawal, these numbers are integral to the Hakikisha system. By distinguishing between a payment destination (Till) and a management portal (Store/HO), Safaricom reduces the risk of accidental transfers.

Furthermore, as Kenyan businesses increasingly seek credit, your Store Number becomes your digital identity. It is the reference point for lenders assessing your turnover for products like the M-Pesa Business Loan. Keeping these details accessible and secure is no longer optional—it is a prerequisite for modern business growth.