Safaricom Clarifies How the Social Health Authority (SHA) Can Automatically Withdraw M-PESA Funds Without Requiring Customers’ PIN

Safaricom has explained how the Social Health Authority (SHA) can deduct money from an M-PESA account without asking for a customer’s PIN. The clarification comes after users raised concerns on social media about unexpected deductions.

According to the telecom giant, deductions occur only if a customer has activated M-PESA Ratiba, a standing order service, and authorised SHA to make automatic payments.

Safaricom says Ratiba functions like a bank standing order. Once a customer sets it up and gives permission, payments are processed automatically without requiring a PIN for each transaction. “If you have activated M-PESA Ratiba and enabled SHA to auto deduct, payments can occur without entering a PIN,” the company explained.

The system is designed to simplify recurring payments. It ensures that once consent is given, users do not have to approve every deduction.

M-PESA Ratiba was introduced in October 2024 to help users manage recurring expenses efficiently. Customers can schedule automatic transfers daily, weekly, monthly, or yearly, either to individuals or service providers.

Safaricom emphasised that Ratiba gives users full control. Customers can cancel standing orders at any time without penalties. Failed transfers due to insufficient balance do not incur charges. This approach prevents unwanted deductions and allows users to adjust payments according to their finances.

Users can employ Ratiba to pay rent, school fees, insurance premiums, subscriptions, utility bills, or regularly support family members. Safaricom encourages customers to review their Ratiba settings to confirm which organisations are authorised for auto-deductions.

The clarification aims to reassure M-PESA users that no money is withdrawn without prior consent. All automatic payments depend entirely on user approval during the initial setup, making the system transparent and user-friendly.