Report an incorrect paybill

If a paybill number on paybillke is wrong, we want to know within the hour. Here is how to reach us, what we check before changing anything, and how quickly a correction ships.

Are you the company whose paybill is wrong?

If you represent the business whose paybill we have listed incorrectly, the same email works. Please send from your official company domain if possible, or include one of:

• A link to a page on your official website showing the correct paybill.
• An email signature or LinkedIn profile establishing your role at the company.
• An official notice you can reference (a compliance letter, a customer-service circular).

For urgent corrections tied to active fraud (someone impersonating your business with a fake paybill), mark the subject line URGENT and we will prioritise same-hour turnaround during business hours.

What happens after we receive the report

1. We reply, usually within the hour in business hours. You get a note confirming the report landed and is being looked at. Overnight reports are picked up the next working morning.
2. Verify against primary sources. We do not take a single report at face value. Our editorial policy (see verification ) requires either a match on the company's own site, an app screenshot from a verified account, or an official communication. If the reporter is the company itself, we treat their letter as primary.
3. Ship the correction as soon as it is verified. In practice that is the same working day. The listing is either updated with the correct number and a note in the internal audit trail, or removed from public listing if we cannot confirm any number.
4. Record what changed on the entry itself. The correction is dated on the paybill's own page and the source that settled it is listed there, so anyone can see what we checked and when. We keep the reporter's details out of it.

If you already sent money

Act on the reversal first. M-PESA allows seven days, and the odds fall sharply once the recipient spends the balance.

• Forward the M-PESA confirmation SMS to 456, or dial *456# and follow the reversal menu. Do this within the seven-day window.
• Tell us at the same time. We will correspond with the receiving business where we can, and the correction to the entry ships regardless.

Include the M-PESA transaction reference in your email. Whether a reversal succeeds is Safaricom's decision and the recipient's, not ours.

Our editorial rule

Two cases in 2026 tightened our editorial rule to the following:

Any paybill that fails primary-source verification during a verification pass is removed from public listing rather than retained on-page with a caveat flag. "Being checked" badges do not survive contact with users who scroll past them.

The full policy lives on our verification methodology page.