Safaricom has provided clarification regarding the issue some customers are encountering with receiving messages from the telecommunications company on their mobile phones.
In a notice dated Friday, February 9, Safaricom acknowledged that certain Safaricom messages, including MPesa transactions, are being flagged as spam.
“This issue is affecting customers with Android phones who are using third-party SMS apps,” Safaricom explained.
To address the problem, Safaricom has outlined three simple steps for affected customers to follow:
- Open your SMS app and check the Spam & Blocked folder.
- Locate a Safaricom and MPESA message and unblock it.
- Subsequent messages will then be directed to the main inbox.
“Additionally, customers using Android smartphones can select the default SMS app as it does not have a spam folder,” Safaricom added.
The telecommunication company, which holds a significant market share in the country, has faced recent challenges with its systems, raising concerns among users.
In January, MPesa experienced a service outage for several hours due to maintenance, leaving Kenyans unable to access the service for transactions via the MPesa app, USSD code, and SIM card tool, thus impacting businesses and causing inconvenience to users.
