SIM Swap Fraud in Kenya: How It Works and How to Protect Yourself

SIM swap fraud in Kenya is when a criminal gets a new SIM issued for your number, then uses the SMS codes to empty your M-Pesa or bank account. Your best protection is to block SIM swaps at agents, keep your PINs secret, and act within minutes if your phone suddenly loses network.

Updated 29 October 2026.

How SIM swap fraud works

1. They gather your details: name, ID number, maybe your M-Pesa PIN, often through a fake “Safaricom” call, a phishing SMS or a lost ID.
2. They get a replacement SIM for your number, usually by fooling or bribing someone at an agent outlet.
3. Your phone goes to “No service”, and theirs now receives your calls and SMS.
4. They reset passwords and move money: M-Pesa, Fuliza, bank apps and anything that uses SMS codes.

Warning signs

• Your phone shows no network while people around you have signal.
• An SMS about a SIM replacement you didn’t ask for.
• Calls from “customer care” asking for your PIN, ID number or a code sent to you.
• M-Pesa or bank messages for transactions you didn’t make.

Safaricom says it only calls customers from 0722 000 000. Any other number claiming to be Safaricom is suspicious, and no real staff member will ever ask for your M-Pesa PIN.

Protect your line: PINs and M-Pesa settings

• Block swaps at agents: dial *100*100# from your Safaricom line. After that, your SIM can only be replaced at a Safaricom shop or care desk with your ID, or through customer care. Ask Safaricom if the code has changed.
• Use a strong M-Pesa PIN: not your birth year or 1234. Change it from *334# or the M-Pesa app.
• Set a SIM PIN in your phone’s security settings, so a stolen SIM can’t be used in another phone.
• Lock your phone with a PIN or fingerprint and turn on app locks for M-Pesa and banking apps.
• Guard your ID: don’t send photos of it to strangers, and report a lost ID quickly.
• Report fake messages: forward scam numbers or SMS to 333.

Banks can check when your SIM was last swapped, and M-Pesa holds transactions for a while after a swap. These help, but don’t rely on them.

Buying a used phone soon? Use our phone checklist.

What to do if it happens

Move fast; minutes matter.

1. Call Safaricom customer care from another phone and ask them to block the line and M-Pesa.
2. Call your bank’s fraud line and freeze cards, mobile banking and any account linked to your number.
3. Change passwords for email, social media and banking, starting with email.
4. Report to the police at the nearest station and get an OB number. Cases are handled with the DCI.
5. Get your line back at a Safaricom shop with your original ID.
6. Keep every SMS, receipt and reference number; you’ll need them for claims. If you need to escalate a complaint, see consumer rights in Kenya.

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