Safaricom responds to SIM swap concerns amid identity theft fears

Safaricom, the leading telecommunications company in Kenya, has addressed subscriber concerns over SIM swap issues and the potential for identity theft. Their reassurances come in response to subscriber Aggrey Reynolds, who raised alarms on the company's Facebook page on August 28, 2026. Reynolds expressed worry about SIM registrations linked to national identification documents and called for stronger verification measures, such as recent passport photos and notifications for new registrations. Safaricom responded on Facebook, emphasizing existing safeguards already in place.

The company stated that customers currently undergo additional verification during new line registrations or updates. These measures include capturing photos or scans of IDs for security compliance, ensuring all details match the customer's ID. Additionally, Safaricom notifies existing customers whenever a new number is registered using their identification details, allowing cancellation if consent is not given.

Reynolds' concerns specifically addressed the need for a recent passport photograph in the registration process and a secondary line notifying the primary number before registration. He also urged authorities and mobile operators to conduct a nationwide SIM registration exercise to ensure proper matching of numbers with their owners. Safaricom's response confirmed that photo or ID verification and notifications through the 707 service are part of their existing safeguards.

Customers who suspect unauthorised SIM registrations can check the numbers linked to their IDs and report suspicious activity to their service provider. Safaricom advised customers to utilize available security features to protect their lines and mobile money accounts. The company also emphasized that customers should exercise caution when sharing personal information and warned that employees do not request M-Pesa PINs.