How to Reverse Money Sent to eCitizen via Mpesa or Bank

In August 2023, the government of Kenya ordered Kenyans to pay for government services using a unified pay bill number 222222.

The e-Citizen platform, www.ecitizen.go.ke, was developed as a payment gateway through which citizens and all persons would pay for all government services.

Various government agencies were consequently ordered to align with the directive and ensure that all payments for services pass through the platform.

As millions of Kenyans daily interact with the eCitizen platform in one way or another, challenges of making payments that require reversal emerge.

The reversal process

It is important to note that payments made to the eCitizen platform cannot be reversed by Safaricom but rather the eCitzen platform alone.

Once you realize you have made a transaction erroneously and you want a reversal, contact the eCitizen directly through their support channles.

Their helpline number is +254111222222 and you can also email them via [email protected] for the same concern.

When contacting them, ensure you have your eCitizen account details, transaction ID (for Mpesa) or reference number (for bank), the date and amount your transacted ready.

If it is for email, write a clear explanation why you want the transaction reversed.

E-Citizen’s refund policy guides that they can only honour requests for refunds if made within 90 days of the transaction date.

Credit card refunds can take 3-10 business days to reflect on your account once the reversal is done.

E-Citizen Whatsaap Number

For all the queries or help concerning eCitizen platform and payments, you can contact or Whatsapp their helpline number +254111222222

 E-Citizen customer care

To contact eCitizen customer care, you can call +254207903260 or email [email protected].

You can also visit any Huduma Center, as they can assist with eCitizen-related inquiries.

Additionally, you can find support information on the eCitizen website and through their social media channels.