Safaricom explains how to reactivate an old, inactive line from home

Safaricom has revealed how customers with old or inactive mobile lines can reactivate their numbers remotely, without needing to visit a store. The company explained the process through a skit on its X account, demonstrating how a customer, Oti, struggles to use his line after a long period of inactivity. The skit shows that Oti's line stopped working due to prolonged lack of use, preventing him from making calls, sending texts, accessing data or using M-Pesa services.

In reality, many people keep old numbers even after getting new ones, using them for specific purposes like accounts or mobile-money services. To reactivate an eligible old line, a customer must use an active Safaricom line and dial 1002#. They need to then select the “Recreate Old SIM” option and follow the on-screen instructions.

Having the old SIM’s serial number handy is also necessary. After recreating the SIM, customers should load airtime and use the line regularly for calls, texts, data or M-Pesa transactions to keep it active. The skit highlights that losing access to an old number often happens because of long periods without use. A line might stop working if there's no activity like calling, messaging, using data, topping up airtime or making M-Pesa transactions.

This can be especially problematic for people who rely on a number for services like M-Pesa, banking or account verification. Therefore, Safaricom's guidance is both a recovery guide and a reminder to keep important lines active. If someone has an old number that's stopped working, they can start the reactivation process by dialing *100*2# from an active Safaricom line and following the “Recreate Old SIM” instructions, provided the line meets Safaricom's requirements.