Stay in control of every approval
Before confirming a mobile-money or banking transaction, check the recipient, amount and purpose on your own device. Reject a payment prompt you did not initiate. A caller's explanation does not make an unexpected request safe.
Protect PINs and account access
Use a private mobile-money PIN that differs from your screen-lock PIN and obvious personal numbers.
Shield the screen when entering a PIN, including at an agent or shop.
Never read out a PIN, password or one-time code to someone claiming to be support.
Use the provider's official app and keep your device updated. Decline unsolicited screen sharing and remote-support apps.
Enable transaction alerts and review your actual balance and statement.
Secure your mobile number and main email because they may support recovery.
Handle claimed mistaken payments carefully
A screenshot or forwarded SMS is not confirmation that you received money. Check your own account through the official service. If someone claims to have sent money by mistake, ask the provider to handle the matter through its official reversal process. Do not send a separate payment or disclose a code under pressure.
Verify changes to payment instructions
A supplier, landlord or colleague may appear to send new bank details from a compromised email account. Confirm changes through an established number before paying. For a business or chama, agree who can authorise transfers and require an independent check for unusual payments.
If you suspect fraud
Stop further approvals and contact the bank or mobile-money provider immediately through the official app, known website or service centre.
Ask about securing the account, disputed transactions and any available reversal procedure. Record the case reference.
Change exposed credentials from a trusted device. If mobile service disappeared, contact the network too.
Keep transaction IDs, amounts, times and messages privately. Follow verified incident-reporting instructions.
No third party can guarantee recovery. Do not pay an advance fee to someone claiming they can recover stolen funds or “clear” your account.
Useful references
Here to help
Something doesn’t look right?
Prepare an incident report with the details that matter.