Troubleshooting


What You See or Experience	What To Do
Customer never receives the PIN prompt	Check the phone number was entered correctly. Ask the customer to confirm their phone is on and has signal. Try sending again.
"Waiting for customer" stays on screen for a long time	The customer may not have responded. Ask if they received the prompt. If not, the internet connection between the server and Safaricom may be slow — wait a moment and try again.
Customer paid but POS did not confirm automatically	The server may have a connection issue. Wait a minute for the confirmation to arrive. If it does not, the cashier can record the M-Pesa reference manually and complete the sale.
M-Pesa does not appear as a payment option	The M-Pesa payment method has not been set up. Contact your system administrator.
Fuel sale stays open after customer confirmed	Contact your system administrator to check the Error Log for a "Fuel STK Auto-Confirm Error".
Wrong amount sent to customer's phone	The amount on the payment screen was incorrect before STK Push was sent. Ensure the cart total is correct before sending the request.
Transaction reference not accepted	The reference code may have been entered incorrectly. Ask the customer to show their M-Pesa confirmation SMS and re-enter the code.