Occasionally an M-Pesa payment is deducted from your phone but the invoice still shows as unpaid. This is almost always a matching issue rather than lost money, and it is usually resolved quickly with the transaction code.
Common Causes
- Wrong account number: the invoice number was not used as the Paybill account reference.
- Wrong amount: an amount different from the invoice total was sent, so it did not match.
- Network delay: the confirmation from Safaricom was delayed and the invoice has not updated yet.
- Paid to the wrong Paybill: the business number was mistyped.
What to Do First
- Wait a few minutes, then refresh the invoice in your client area at my.nairohost.site.
- Open the M-Pesa confirmation SMS and note the transaction code (for example, SI93XK2LMN).
- Confirm the amount and Paybill in the SMS match the invoice.
Submit the Transaction Code
If the invoice is still unpaid after a few minutes:
- Open a billing ticket or reply to the invoice with the M-Pesa code, amount, and date.
- Or send the code via WhatsApp on +254 796 358081.
Support can locate the payment using the transaction code and apply it to the correct invoice manually. Keep the SMS until the invoice shows Paid. To avoid this next time, use the STK push prompt from the invoice, which fills in the account and amount for you automatically.