M-Pesa & payments
Troubleshoot a failed STK payment
Common reasons an STK request fails — and what to do next.
Updated 2026-07-01
Failed STK requests are usually about the phone number, network, PIN timeout, or insufficient balance — not a broken till.
- Double-check the MSISDN format and that it is a Safaricom line.
- Ask the customer to unlock their phone and watch for the prompt.
- If they cancel or time out, send a fresh request.
- If the network is down, take cash or complete the sale when online.
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