M-PESA GlobalPay
If an M-PESA GlobalPay cardholder is dissatisfied with the goods or services provided by the merchant, he or she may file a dispute. A dispute can also be filed to challenge a transaction charged to the card, such as duplicate deductions.
The cardholder must first contact the merchant directly and then file a dispute seven days after the transaction was completed, if they are still dissatisfied.
M-PESA GlobalPay services are only available through the GlobalPay mini app on the M-PESA App. This includes a dispute form.
To raise a Dispute
- Open the M-PESA app, then go to the Grow menu and select the GlobalPay mini app.
- Tap the three-dash menu on top of the card image to show a series of menus.
- Select the 'Raise a Dispute' menu.
- A list of all recent GlobalPay transactions will be presented. The cardholder will no longer be required to manually enter the transaction data. By tapping the transaction record in question, the form will be immediately filled up. These details can also be typed manually.
- Where the cardholder has contacted the merchant, file a dispute by selecting the nature of the subscription and providing documentation of conversation with the merchant. The cardholder's email address will be required for contact.
- A cardholder who has not contacted the retailer will be prompted to do so before filing a dispute with Safaricom.
Frequently Asked Questions
M-PESA registered customer can join the GlobalPay service via GlobalPay Mini-App on M-PESA App.
On M-PESA APP:
▪ Log in to your M-PESA APP.
▪ Select the Grow Tab.
▪ Select the GlobalPay tab, to activate your M-PESA GlobalPay.
▪ Select your card color.
▪ Enter PIN.
▪ You will receive an SMS with the card number and expiry.
When the card expires, the cardholder can renew it using the M-PESA App.
The M-PESA statement on the renewed card account will continue to provide past transaction details.
No. Payment can only be made to international online merchants that accept VISA cards such as Netflix, Amazon, AliExpress, etc. For a transaction initiated to a local online merchant e.g. Jumia, the M-PESA Customer will receive an appropriate message on the checkout option advising them to use the Lipa na M-PESA option.
This happens when the cardholder is unable to reach an equitable solution with the participating retailer. All disputes must first be addressed with the Merchant in accordance with their respective dispute and refund policies.
- Customers can raise a dispute by using the M-PESA App, contacting Safaricom Customer Care, visiting our retail outlets, or accessing the dispute resolution form on the Safaricom website.
- Upon receipt of a completed dispute form, we will contact Visa for settlement. The projected timelines for resolving a dispute vary on the case, as decided by Safaricom and Visa.
- Safaricom will handle disputes involving transaction authorization errors within 72 hours. However, if the dispute is between the cardholder and a participating retailer, the maximum settlement time is forty-five working days. Start a dispute process.
M-PESA customer M-PESA limits will apply, ranging from KSh 1 to KSh 250,000 per transaction, with a maximum limit of KSh 500,000. The minimum amount will vary depending on the current USD-KES exchange. (Note: The minimum amount is dynamic and equal to $1 to facilitate settlement procedures.)
This is a form of SMS that appears on the phone's main screen rather than being automatically put in the message inbox.
The M-PESA GlobalPay service uses Flash SMS communications to protect the VISA Credentials.
A. Activate the M-PESA GlobalPay Service
On M-PSEA APP:
- Log in to your M-PESA APP
- Select the Grow tab
- Select the GlobalPay tab, to activate your M-PESA GlobalPay
- Select your card colour
- Enter PIN
- You will receive an SMS with the card number and expiry
B. View M-PESA GlobalPay details
ON M-PESA APP:
- Log in to your M-PESA APP
- From the Grow tab select M-PESA GlobalPay
- Select show card details
- Enter M-PESA PIN
- Your card details will be displayed on the screen in the Card (PAN, Expiry & CVV)
C. Generate CVV
On M-PESA App:
- Log in to your M-PESA APP
- For the Grow Tab select M-PESA GlobalPay
- Select show card details
- Enter M-PESA PIN
- Your card details will be displayed on the screen in the Card (PAN, Expiry & CVV)
D. Suspend Card:
ON M-PESA APP:
- Log in to your M-PESA APP
- Select Grow Tab
- select M-PESA GlobalPay
- Select your Suspend Card
- Provide reason for suspending card
- Enter M-PESA PIN
- Receive message of successful card suspension
E.Unsuspend Card
ON M-PESA APP:
- Log in to your M-PESA APP
- Select Grow tab
- Select M-PESA GlobalPay
- Select your Unsuspend Card
- Enter M-PESA PIN
- You will receive a notification indicating successful unsuspension of the card from M-PESA GlobalPay
F. Cancel card
ON M-PESA APP:
- Log in to your M-PESA APP
- From Grow Tab select M-PESA GlobalPay
- Select the three dots right above your GlobalPay Card
- Select Cancel Card
- Enter M-PESA PIN
- You will receive a notification indicating successful card cancellation
G.Mini-statement
ON M-PESA APP:
- Log in to your M-PESA APP
- From the Grow Tab select M-PESA GlobalPay
- All your recent transactions are visible on the Homepage
H. Enabling Repeat Payments
ON M-PESA APP:
- Log in to your M-PESA APP
- From the Grow Tab select M-PESA GlobalPay
- Select Enable Repeat Payments (just beneath your GlobalPay card).
- Select Enable.
- Enter M-PESA PIN
You will receive a notification confirming successful enablement of Repeat Payments
I. Disabling Repeat Payments
ON M-PESA APP:
- Log in to your M-PESA APP
- From the Grow Tab select M-PESA GlobalPay
- Select Disable repeat payments
- Enter M-PESA PIN
You will receive an SMS notification with a confirmation of repeat payments.
Please ensure you also deactivate the subscription made from the corresponding partner website or app.
J. Manage Card – Monthly Budget
ON M-PESA APP:
- Log in to your M-PESA APP
- From the Grow Tab select M-PESA GlobalPay
- Under the Spending tools option, select Set Budget
- Enter your monthly budget amount and select Set Budget
- Enter M-PESA PIN
- You will receive a notification on the screen - Monthly budget successfully created
On the M-PESA GlobalPay page, you will be able to view the amount used so far, from your set monthly budget.
K. Check Monthly Budget Usage Status.
ON M-PESA APP:
- Log in to your M-PESA APP
- From the Grow Tab select M-PESA GlobalPay
- On the M-PESA GlobalPay page, you will be able to view the amount used so far, from your set monthly budget
L. Opt Out
ON M-PESA APP:
- Log in to your M-PESA
- From the Grow Tab select M-PESA GlobalPay
- Select M-PESA GlobalPay
- Select the three dots just above your card
- Select Opt out and Confirm
- Enter PIN
M. Raise a Dispute
ON M-PESA APP:
- Log in to your M-PESA APP
- From the Grow Tab select M-PESA GlobalPay
- Select the three dots just above your card
- Select Raise a Dispute option and fill the required details. Once submitted, you will be contacted by a customer support agent within 24hrs to commence the dispute resolution process.
For any inquiries,
- Dial 100 for prepaid subscribers and 200 for postpaid customers.
- Visit our Safaricom shops.
- Follow us on social media: @Safaricom_Care, @SafaricomPLC, and www.facebook.com/SafaricomPLC.