Self-help M-TIBA / Customer Care

How do I change my M-TIBA PIN?
  • Step 1 – Dial *253#
  • Step 2 – Enter M-TIBA PIN
  • Step 3 – Select option 9: Settings
  • Step 4 – Select Option 1: Change PIN
  • Step 5 – Enter Current PIN
  • Step 6 – Enter New PIN
  • Step 7 – Confirm New PIN

You will receive an SMS notification confirming PIN change “Your PIN has been changed.

How do I correct personal details in case they are wrong in the system?

Make sure you provide correct details during registration. If you notice certain details are wrong, please call the M-TIBA Toll Free line on 0800 721253 or email customercare@mtiba.com

How do I confirm if I or my dependants are registered?

To confirm registration status simply dial *253#

Can I transfer funds from my M-TIBA to another M-TIBA user?

No. This option will become available in the near future. We will inform you when this is active.

What happens if I lose my phone?

You will need to call Safaricom Customer Care and get your SIM card blocked. Then you need to get a replacement for the SIM card at your nearest Safaricom Shop. After getting your new SIM card, you can continue using your M-TIBA by dialling *253#.

Can I close my M-TIBA?

Yes. Please contact the M-TIBA Toll Free line on 0800 721253 for instructions. You will be asked to provide confidential information to verify ownership. However, you are advised to keep your M-TIBA active.

Can I get my funds back if I exit M-TIBA?
  • Step 1 – Dial *253#
  • Step 2 – Enter M-TIBA PIN
  • Step 3 – Select option 2: My M-TIBA
  • Step 4 – Select the program you wish to leave
  • Step 5 – Select option 4 Quit program
  • Step 6 – Select option 1 to confirm

Our customer care team will call you within 48 hours to complete the exit process. A confirmation will be made to ensure there are no pending bills. Upon confirmation, your remaining funds will be sent to your M-PESA within 5 working days. Any remaining Bonus funds will be returned to M-TIBA and will be used as bonus for other M-TIBA users.

What happens to my M-TIBA funds in case of death?

Upon notification of death, by a next of kin by availing of a copy of the death certificate, the M-TIBA account will be de-activated and the remaining funds will be sent to your M-PESA account within 5 working days.

How secure is my personal data?

All information/data in our system is secure and protected using the highest standards.

Where can I get additional information about M-TIBA?

You can call the M-TIBA Toll Free line on 0800 721253. Alternatively, you can visit www.mtiba.com or email customercare@mtiba.com