Safaricom has responded to customer concerns after users reported encountering an error while attempting to pay for their 5G Home subscriptions through the USSD payment option.

In an update on Monday, April 27, the company said the issue affected payments made via *400# under the ‘Pay for Other’ option.

In a clarification issued to guide customers, Safaricom explained that the problem stems from how users input their account numbers during the payment process.

“When paying for your 5G for Home subscription via *400#>Pay for Other and you get this error, don’t tense.”

The company advises users to enter the number without the leading zero, for example, using 712345678 instead of 0712345678, to ensure successful transaction processing.

“This error comes about when entering the account number. You should enter it as 712345678 omitting the 0,” the company explained.

Earlier reports surfacing since March 18, 2026, and continuing to date indicate users have been experiencing the “Customer Not Found” error when paying for Safaricom 5G for Home subscriptions via M-Pesa *400# > Pay for Other, prompting clarification on correct account number formatting.

Safaricom noted that the correct formatting of the account number is essential to complete payments without errors when using the M-Pesa menu for 5G for Home services.

On April 26, 2026, several Safaricom customers reported service interruptions, with complaints focusing on Home Fibre and 5G for Home connectivity issues rather than a nationwide outage.

One user, identified as @ngaruiyax, reported that their Home Fibre service had been down for more than 24 hours and raised the issue directly with Safaricom Care on social media.

“Hello Ngaruiya, our sincere apologies, kindly allow us to follow up on it and get back to you,” Safaricom said in a reply.

In response, Safaricom Care acknowledged the complaint and stated that the issue would be escalated for follow-up and resolution.

The company issued an apology, noting that the matter was under review and assured the customer that it would provide feedback after the investigation.

Additional user reports on the same day indicated similar connectivity disruptions affecting Home Fiber and related services in isolated cases.

However, Safaricom did not confirm a widespread system outage, suggesting the disruptions were limited to specific users or locations.