How to get your Safaricom PUK to unblock your line

How to Reset Your PIN for Safaricom SIM

It happens that sometimes you may lock or block your Safaricom SIM. Your SIM can be blocked when you enter a wrong PIN more than three times. If this happens, you will be asked to enter your PUK number. The PUK number is usually indicated on the plastic card holder that comes with a new SIM card, so keep it somewhere safe for such instances.

If you do not have this plastic SIM cardholder with you, do not fret. Safaricom has another solution for you.

Safaricom has made it possible to unlock your SIM card and keep on connecting. – Updated 21 July 2019.

What You Need to Unblock/Unlock Your Safaricom Line

• A working Safaricom line (you can use a friend’s phone)
• Your mobile phone number
• Your ID number that was used to register for this line

The Procedure

1. Dial *100# on the borrowed phone (Safaricom Phone).
2. This lands you at the self-care menu.
3. Select number 7 to get the PUK number.
4. Enter the mobile number of the line you want to get the PUK for.
5. You will be prompted to enter your ID or PIN number (the ID used to register the line or the PIN number of your line).
6. Your Safaricom PUK will be sent to the phone you are using at that moment. You can use that to change your PIN and unblock your Safaricom line.

Jichanue Self-Service Tips

Take advantage of Safaricom self-service tips that empower you to know about your prepaid or postpaid account details through your phone without having to speak to a Safaricom customer care agent for assistance.

To easily access Safaricom self-care services, dial:

• *100# (PrePay)
• *200# (PostPay)
• *234# for M-PESA related services.

You can also reach us on Facebook (Safaricom Limited) and Twitter (@safaricom_care).

Easy and Handy Self-Care Tips

Retrieving Your PUK Number

When you enter the wrong PIN for your mobile more than three times, your SIM card will be locked. This prevents anyone from trying to guess your PIN. To unlock it, you'll need a PIN Unlocking Key (PUK) code.

To get your PUK number:

1. Dial *100*8# from another phone.
2. Enter your mobile phone number.
3. Enter your national ID number.
4. You’ll receive your PUK code shortly via a text message.

Reporting Fraudulent Messages

Fraudsters use a variety of techniques to try and steal personal identity information like your ID number or M-PESA PIN, which might lead to loss of money.

Fraud texts or calls will usually ask you to do something—like call back a certain number, share your ID number, urgently remind you to send money to a certain number, or send money for an ‘emergency’. Often, the request will require you to respond immediately.

Keep yourself protected by doing the following:

• Report fraudulent messages or calls by forwarding the sender's number to 333, free of charge.
• Delete the message.

Important: Safaricom customer care agents or any of our staff will never ask you for your M-PESA PIN. PIN yako ni SIRI yako.

M-PESA on mySafaricom App

Access M-PESA services on the mySafaricom app and be 100% sure when you hakikisha where you are paying or sending money to before you complete your transaction.

By using M-PESA on the mySafaricom app, you can:

• Search contacts on your phonebook; no need to enter phone numbers manually or copy and paste.
• Easily search and confirm Pay Bill and Buy Goods Till numbers before making payments.
• Confirm the M-PESA Agent's name before completing your withdrawal.
• Access and use the app for free; there are no data charges applicable.
• Access your M-PESA statement (Mini/Full) at the tap of a button.

M-PESA Self Service

For basic M-PESA-related queries, dial *234#, which is free and convenient to get your queries answered:

• Transaction fees for withdrawing and sending money – Tariff Query.
• Mini-statement which has information on the last 5 M-PESA transactions.
• Report service issues from M-PESA agents: PIN disclosure, withdrawal without permission, being overcharged for M-PESA transactions, transacting without ID, poor agent customer service, no float, no cash, and no registration forms (you need to know the Agent number which you use to report) – Customer Services.
• Information on M-Shwari.
• Update your next of kin details.

PrePay Self Service

Get assistance on any Safaricom PrePay service without having to speak to a customer care agent.

For basic PrePay services, simply dial *100#, which is free and convenient to get your queries answered and subscribe to various products and services.

Menu provides access for do-it-yourself menus and information:

• My Account – Balance enquiry, Sambaza, Top-up other number, and mobile number information.
• Internet & Bundle Subscriptions – Purchase Internet data bundles (*544#).
• Products & Services – Information on Safaricom & Promotions.
• M-PESA – Access to additional M-PESA menu features (*234#).
• My Subscriptions – Charged SMS Services e.g. Skiza, News messages.
• Get PUK number – When SIM card PIN is blocked.
• Find a Shop – Easily locate Safaricom Shops and Care Desks.

PostPay Self Service

Get assistance on any Safaricom PostPay service without having to speak to a customer care agent.

For basic PostPay services, simply dial *200#, which is free and convenient to get your queries answered and subscribe to various products and services.

Menu provides access for do-it-yourself menus and information:

• My Account – Balance enquiry, Sambaza, Top-up other number, and mobile number information.
• Internet & Bundle Subscriptions – Purchase Internet data bundles (*544#).
• Products & Services – Information on Safaricom & Promotions.
• M-PESA – Access to M-PESA menu features (*234#).
• My Subscriptions – Charged SMS Services e.g. Skiza, News messages.
• Find a Shop – Easily locate Safaricom Shops and Care Desks.