How to Withdraw Cash at an M-Pesa Agent

Updated 22 October 2026

Withdrawing cash at an M-Pesa agent is one of the most common transactions in Kenya. Agents are found in almost every town, market and village, and the process takes about a minute. This guide explains the steps, what ID to carry, the fees and how to stay safe.

Step by Step

1. Ask the agent for their agent number and store number, and confirm they have enough cash.
2. Open M-Pesa on your SIM menu, dial *334# or use the M-Pesa app.
3. Select Withdraw Cash, then From Agent.
4. Enter the agent number, store number and amount.
5. Check the details and the agent name, then enter your PIN.
6. Wait until both you and the agent receive the confirmation SMS, then collect and count your cash.

What to Carry

Carry an original ID. Safaricom accepts a Kenyan National ID, Kenyan passport, foreign passport, military ID or foreigner certificate for withdrawals. Agents may record your details in their log book.

Fees

The minimum withdrawal is KSh 50 and the maximum is KSh 250,000 per transaction. Safaricom charges KSh 11 to withdraw KSh 50 to KSh 100, and the fee rises in bands to KSh 309 for the largest withdrawals. Depositing cash at an agent is free. Use the calculator to see the fee for any amount.

Ways to Pay Less

• Withdraw fewer times in larger amounts, since each withdrawal carries a fee.
• Pay shops and bills directly with Lipa na M-Pesa instead of withdrawing cash.
• Check the fee band. A slightly smaller amount can sometimes fall into a cheaper band.

See the full table in our guide to M-Pesa withdrawal charges.

Safety Tips

• Never tell the agent your PIN, and cover the keypad.
• Check the agent name on the confirmation screen before entering your PIN.
• Count your cash before leaving the counter.
• For large sums, use a busy agent in a public area.

Withdrawing From the M-Pesa App

In the M-Pesa app (now part of My OneApp), tap Withdraw, choose agent withdrawal, and either scan the agent’s QR code or type the agent and store numbers. The app shows the agent’s name and the fee before you confirm, which makes it easier to spot a wrong number. Confirm with your PIN, then wait for both confirmation messages before the agent hands over the cash.

Withdrawing at an ATM Instead

Some bank ATMs let you withdraw M-Pesa cash without a card. You start the request on your phone, get a code and enter it at the ATM. ATM withdrawals have their own tariff, so compare it with the agent fee in our withdrawal charges guide before you choose.

Withdrawing When You Have Fuliza

Fuliza covers payments and transfers when your balance is short, but it does not let you withdraw cash you do not have. If you have an outstanding Fuliza balance, money that comes into your M-Pesa is used to repay it first, so the amount available to withdraw may be lower than you expect. Check your balance before you go to the agent. Our Fuliza guide explains how repayment works.

If Something Goes Wrong

• You sent the request to the wrong agent number: do not leave. Ask the agent to check, and call Safaricom on 100 with the transaction code. You can also reverse a wrong transaction by forwarding the confirmation SMS to 456 as Safaricom instructs.
• You received the SMS but the agent says they did not: ask the agent to check their float balance and messages. Agents can also call their own support line.
• The agent asks for your PIN to “help”: refuse and go to another agent.

Running an Agent Shop

Agents earn a commission on every deposit and withdrawal they handle. If you are thinking of opening one, our M-Pesa agent shop profit calculator estimates what a shop can earn.

Frequently Asked Questions

What is the minimum M-Pesa withdrawal?

KSh 50.

Can I withdraw without an ID?

Agents should ask for an original ID.

What if the agent has no cash?

Try another agent before you send the withdrawal request.

What if money left my account but I got no cash?

Stay at the agent, compare messages and call Safaricom on 100 or 200 with the transaction code.

What is the maximum M-Pesa withdrawal at an agent?

KSh 250,000 per transaction, within the KSh 500,000 daily limit.

Is depositing cash at an M-Pesa agent free?

Yes. Safaricom does not charge customers to deposit cash.