NAIROBI – Safaricom PLC has confirmed a major service outage of its M-Shwari mobile savings and loan platform, leaving millions of Kenyans unable to access their funds. The disruption, which affected withdrawals, deposits, and loan services, began intermittently in late October and saw further significant downtime on Tuesday, November 11, 2025, according to multiple customer reports and official company responses. The service failure has triggered widespread frustration across social media, with users reporting failed transactions and expressing alarm over their inability to meet daily financial needs.

The M-Shwari platform, a strategic partnership between Safaricom and NCBA Bank launched in 2012, is a cornerstone of Kenya's digital economy. It serves approximately 7.4 million active customers, who held deposits totaling KSh 49.3 billion and took loans worth KSh 96.4 billion in the last fiscal year, according to Safaricom's 2025 financial data. For many Kenyans, M-Shwari is their primary tool for savings, daily transactions, and emergency credit, making any downtime a significant disruption to both household and small business economies.

Widespread Customer Impact

The impact of the outage was immediate and severe. Customers took to social media platforms, including X (formerly Twitter) and Facebook, to voice their anger and desperation. Many shared screenshots of error messages and recounted being stranded without money for transport, food, and other essential payments. One user, Lameck Kemosi, reported being nearly thrown out of a vehicle because he could not access his funds to pay the fare. Another user lamented, “M-Shwari has eaten my money,” a sentiment echoed by many who feared their savings had disappeared.

The lack of prior notification from either Safaricom or NCBA Bank exacerbated public frustration, catching users by surprise. The timing of the disruptions, particularly at the end of the month when many Kenyans settle bills, amplified the financial distress for countless families and small enterprises that depend on the platform's liquidity.

Official Response and Technical Issues

In response to the flood of complaints, Safaricom's customer care channels acknowledged the technical problems. In a series of statements posted on social media on October 31 and again on November 11, the company confirmed the service was experiencing “system challenges” and a “temporary outage.” “We are working earnestly to resolve this technical issue and restore the service fully as soon as possible. We sincerely apologise for the inconvenience caused,” one official notice read.

Despite initial assurances that the service was restored, many customers continued to report problems for hours, and in some cases, days afterward, particularly concerning the reconciliation of account balances. Safaricom and NCBA have not disclosed the specific root cause of the technical glitch, terming it a “technical issue” without mentioning hardware, software, or potential cyber incidents. This lack of detailed explanation has fueled public concern over the platform's stability.

A Pattern of Disruptions

This is not the first time M-Shwari has experienced significant downtime. A similar widespread outage occurred in late October 2025, which also left users stranded. Historical precedents include a major disruption during the Christmas festive season in December 2017, which lasted for over 48 hours and caused significant hardship for families who had saved for the holidays. Another outage was reported in December 2020. These recurring failures raise critical questions about the robustness of the infrastructure supporting one of Africa's most popular mobile banking services.

Broader Implications for Kenya's Digital Economy

The repeated M-Shwari outages highlight the systemic risks of Kenya's heavy reliance on a few dominant digital financial platforms. With a vast majority of the adult population dependent on services like M-Pesa and M-Shwari for their economic survival, any system failure can have cascading effects across the nation. Financial analysts and consumer advocates argue that these incidents underscore the urgent need for greater investment in redundant systems, enhanced regulatory oversight from the Central Bank of Kenya (CBK), and stricter service-level guarantees to protect consumers. While digital finance has been a powerful driver of financial inclusion in Kenya, the recent instability serves as a stark reminder of the vulnerabilities inherent in the system, potentially eroding the hard-won trust that underpins the nation's digital-first economy.