Introduction

M-Shwari, the popular mobile banking platform operated by Safaricom in partnership with NCBA Bank, recently suffered a nationwide outage. The disruption left thousands of Kenyans unable to access their savings, sparking widespread panic and frustration.

Nature of the Outage

The outage occurred on the evening of August 27, affecting transactions such as deposits, withdrawals, and balance inquiries. Many users attempting to access their accounts encountered failed transactions, while others reported discrepancies in their account balances.

Reason Behind the Disruption

The disruption was linked to a technical hitch caused by emergency system upgrades. During the process, several M-Shwari functions became inaccessible, leading to delays in transaction processing and temporary lockouts for customers.

Customer Reactions

The outage caused significant anxiety among Kenyans, with many turning to social media to express their concerns. Several users feared losing their money, while others complained about being unable to complete essential financial transactions such as bill payments and emergency withdrawals.

Safaricom’s Response

Safaricom assured its customers that their funds remained safe despite the disruption. The company apologized for the inconvenience, confirming that its technical team was working with NCBA to restore full functionality. Customers were advised to remain patient as the issue was being resolved.

Conclusion

The M-Shwari outage highlighted the vulnerability of mobile banking platforms to technical disruptions. While the issue was temporary, it raised concerns about reliability and customer confidence. Safaricom and NCBA have since pledged to strengthen their systems to prevent future occurrences.