Safaricom aware of major Lipa na M-PESA bug in SIM Toolkit menu, fix in the works

For more than a year, I’ve been dealing with a strange but deeply inconvenient issue whenever I try to use the SIM Toolkit (STK) to make Lipa na M-PESA payments. Instead of opening the usual Paybill, Till, or Pochi la Biashara options, tapping “Lipa na M-PESA” instantly kicks me back to the STK home screen showing only “Safaricom+” and “M-PESA.”

This happens on every device I use, be it Android, iOS, and even simple kabambe phones. And because the MySafaricom and M-PESA apps aren’t always accessible in every situation, the STK bug has occasionally forced me to withdraw cash, ask my friends to settle bills on my behalf or persuade merchants to accept direct phone-number transfers, which many dislike due to the risk of reversals.

For the longest time, I assumed the problem was unique to me or perhaps caused by a faulty SIM card. But after reaching out to Safaricom Care on X, the company finally confirmed that the issue is real, widespread, and currently under investigation.

A long-running bug that isn’t device-related

Under normal circumstances, entering the M-PESA menu in the STK shows options like “Send money,” “Withdraw cash,” “Loans and Services,” and “Lipa na M-PESA.” Selecting the Lipa option should open a second menu for specific payment types.

Instead, the STK simply loops back to the first screen. After experiencing this repeatedly across multiple phones, I began digging for answers. That search quickly revealed other users posting the same complaint on X, describing the identical loop and noting that updating the STK menu doesn’t fix anything.

This confirmed that the issue wasn’t tied to my SIM card, device brand, or OS version.

Safaricom’s acknowledgment confirms it’s not an isolated glitch

Safaricom’s responses to the complaints, including my own, indicate that the company is fully aware of the STK malfunction. Support teams say engineers are working on a permanent fix, though they haven’t given any timelines.

As expected, the temporary workaround is to use *334# or the MySafaricom/M-PESA apps for transactions. Yes, it’s a solution that works, but doesn’t help in situations where mobile apps fail or aren’t practical.

While app-based mobile money usage continues to grow, the SIM Toolkit remains an essential backup for millions, especially in areas with poor connectivity, or for users who rely on feature phones. A bug that prevents Lipa na M-PESA, one of the most important day-to-day functions in Kenya, is far from a minor inconvenience.

The acknowledgment is at least reassuring: the issue is real, I’m not alone, and a fix is coming. But the lingering question is how long Safaricom has known about it, and how long it will take before the STK experience is fully restored.

For now, customers affected by the STK loop will have to rely on USSD or app-based alternatives. But given how central M-PESA is to daily life, this is a fix many will be hoping arrives sooner rather than later.