KSh 3,600 only: Safaricom explains low Fuliza limit despite high M-Pesa use
This story has significance for readers across Kenya and beyond.
- A Safaricom customer complained that his Fuliza limit stood at only KSh 3,600 despite transacting over KSh 900,000 on M-Pesa
- Safaricom Care responded publicly, revealing the key factors that determine a customer's Fuliza borrowing limit
- The telco directed the customer to a specific step he could take to request a limit review
A Kenyan M-Pesa user has raised concerns over what he described as an unfair Fuliza limit, prompting Safaricom's customer care team to publicly explain how the mobile lending facility determines borrowing thresholds.
Bruno Mike, posting on X under the handle on August 19, 2026, expressed frustration after noticing that his Fuliza overdraft limit had been set at KSh 3,600 in spite of a cumulative M-Pesa transaction history exceeding KSh 900,000.
"This is NOT fair, I have transact over 900k and still my Fuliza is 3600," he wrote.
How Safaricom Determines Fuliza Limits
Safaricom's official support account, @Safaricom_Care, responded to the complaint within hours, acknowledging the customer's transaction activity but clarifying that M-Pesa usage volume alone does not determine a user's Fuliza ceiling.
According to the telco, the system also weighs a customer's loan repayment history alongside their credit score as held by the Credit Reference Bureau (CRB).
Outstanding debts or a poor repayment track record on any registered line can therefore suppress a user's Fuliza limit regardless of how frequently or how much they transact through M-Pesa.
"Hello Mike. This is commendable. Do also note that we check on your loan repayment history and your credit score with the CRB. Ensure you pay all other debts on your lines on time then dial \*334# select 00 and refresh your Limit. This can be done once every 30 days," Safaricom Care wrote.
Steps to Request a Limit Refresh
The response pointed Bruno Mike to a self-service option available to all Fuliza users. By dialling \*334#, selecting option 00, and choosing to refresh their limit, customers can request a reassessment of their borrowing threshold.
Safaricom confirmed this can only be done once every 30 days.
The exchange highlights a question many Kenyan M-Pesa subscribers have raised about the criteria behind Fuliza limit allocations.
Fuliza, launched by Safaricom in partnership with KCB and NCBA, allows M-Pesa users to complete transactions even when their wallet balance is insufficient, with the shortfall recovered automatically when funds are next received.
Source: TUKO.co.ke
Reporting originally appeared via TUKO. Read the full source for additional context.