Sent mobile money to the wrong number, or lost money: what the law says
National Payment System Regulations, 2014; Central Bank of Kenya · sources read 2 Oct 2026
Once your money reaches the recipient's provider you cannot cancel it yourself; the provider can only reverse it through its dispute process, so complain to your provider within 15 days. It must handle complaints free of charge and resolve them within 30 days, and if you are not satisfied you can appeal to the Central Bank of Kenya.
- How long
- Within 30 days of filing the complaint
- Deadline
- Complain to the provider within 15 days of the transaction.
- Where
- Your mobile money or payment provider's customer care first; then the Central Bank of Kenya
Steps
- Complain to your mobile money or payment provider within 15 days of the transaction. Ask for help filing it if you need it.
- The provider must acknowledge your complaint and tell you what it will do and how long it will take.
- It must resolve the complaint within 30 days and tell you the outcome.
- If you are not satisfied with the decision, appeal to the Central Bank of Kenya.
- You also have further remedies under the Consumer Protection Act, 2012.
Watch out
- A reversal is not automatic: the provider reverses only if it finds sufficient grounds under its dispute process.
- Complaining is free: providers may not charge for handling complaints.
- A provider must tell customers about any material change in its charges or terms at least 7 days before the change takes effect.
Who this covers
- Customers of any payment service provider, including mobile money and e-money services.
- If money left your account without your knowledge, the provider is liable, unless it proves you were at fault or the instruction clearly came from you.
Official sources (1)
- The National Payment System Regulations, 2014 (L.N. 109 of 2014) centralbank.go.ke · read 2 Oct 2026