Airtel Kenya Customer Care Number: 100, 200, 400 and Email

Updated 27 October 2026

Looking for the Airtel Kenya customer care number? Airtel Kenya runs free 24-hour customer care for prepaid, postpaid and home broadband customers, plus email support, a USSD self-service menu and shops around the country. This page lists Airtel Kenya’s official contacts from its own website, explains which number to dial for which service, and shows how to avoid scam calls that pretend to be Airtel.

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Updated October 2026. Official sources: www.airtelkenya.com www.airtelkenya.com.

Sources: Airtel Kenya’s official Contact Us and Kaa Chonjo anti-fraud pages on airtelkenya.com, and the Central Bank of Kenya directory of authorised payment service providers (for Airtel Money Kenya). Checked on 27 October 2026.

Airtel Kenya customer care numbers

Airtel says calls to its call centre from an Airtel line are free. Calls from other networks are charged by that network.

Email and online

Airtel Money contacts

Airtel Money Kenya Limited is licensed by the Central Bank of Kenya as a payment service provider. CBK’s directory lists its physical address as Parkside Towers, Mombasa Road, Nairobi, P.O. Box 73146-00200, with email customerservice@ke.airtel.com. For Airtel Money issues such as a wrong transfer, failed transaction or PIN reset, call 100 from your Airtel line or use the *334# menu.

Moving money between networks? See our guides to sending money from Airtel Money to M-Pesa and M-Pesa vs Airtel Money.

The one number Airtel calls you from

Airtel’s contact page warns that its customer care will only call you through 0733 100 000 and will not ask for your Airtel Money PIN or a one-time password (OTP). Its anti-fraud page adds that promotional calls only come from that number. Ignore calls from any other number claiming to be Airtel.

How to report fraud

1. Dial *100# and select Report Fraud, as Airtel recommends.
2. Call 100 if money has already left your account, and give the transaction ID.
3. Never share your PIN or password, even with someone claiming to be Airtel staff.
4. If Airtel doesn’t resolve your complaint, escalate to the Communications Authority of Kenya.

What to have ready when you call

• Your Airtel number and the ID number it is registered to.
• For Airtel Money: the transaction ID, amount, date and the recipient’s number.
• For broadband: your account number and router details.
• For postpaid: your account number and the bill in question.

Protecting your line from SIM swap fraud

SIM swap fraud happens when someone persuades a shop or agent to issue a replacement SIM for your number, then uses it to reset mobile money PINs and receive one-time passwords. Warning signs include your phone suddenly losing network for no reason, or messages about a SIM replacement you didn’t request. If that happens, call 100 from another Airtel line or 0733 100 100 from any other network straight away and ask for the line to be blocked. Keep your ID safe, don’t share photos of it on social media, and set a strong Airtel Money PIN that isn’t your year of birth. If you use your number for bank alerts or app logins, tell your bank too.

Writing to Airtel

For anything that may become a dispute, such as a disputed bill, a failed transaction or poor service you want credited, email as well as calling. Put your Airtel number and a reference in the subject line, list dates and amounts, and attach screenshots. A written trail makes it much easier to escalate to the regulator if needed.

Airtel shops

Airtel has shops across the country for SIM replacement, line registration and device issues. Its website has a store locator with locations and opening hours. Take your original national ID for SIM replacement or registration.

Common problems and where to go

Paying bills with Airtel? See how Airtel Money compares with M-Pesa on fees and features.

Airtel Kenya customer care number by account type

Airtel’s contact page lists a different short code for each type of customer, all free from an Airtel line: dial 100 for prepaid, 200 for postpaid and 400 for home broadband. From any other network, or from abroad, call 0733 100 100 (+254 733 100 100 from outside Kenya; normal charges apply). Postpaid customers can also write to postpaidservice@ke.airtel.com. If your phone is lost or stolen while you are travelling, Airtel’s roaming page says to call +254 733 100 100 or email customerservice@ke.airtel.com so the line can be blocked. To report a scam number, dial *100# and choose “Report Fraud”.

More contact guides: Safaricom eSIM, SIM Replacement and Lines on Your ID: Costs and Steps; Emergency Ambulance Numbers in Kenya: 999, 112, Red Cross, St John and AMREF.

Airtel Kenya customer care number: frequently asked questions

What is the Airtel Kenya customer care number?

100 from an Airtel prepaid line (200 postpaid, 400 home broadband), or 0733 100 100 from any other network.

What is the Airtel Kenya email?

customerservice@ke.airtel.com, or postpaidservice@ke.airtel.com for postpaid.

Is calling 100 free?

Airtel says its 24-hour call centre is free from Airtel lines.

Which number does Airtel call from?

0733 100 000. Airtel says it won’t ask for your PIN or OTP.