Safaricom issued a customer notice today, alerting users that some Android phones equipped with alternative messaging apps have been inadvertently sending Safaricom and M-PESA messages straight to the spam folder.
This means critical information, from airtime top-up confirmations to essential service updates, could be going unseen.
"We have noted that some of our customers are not receiving messages from Safaricom and/or M-PESA," the notice stated.
"This issue is affecting customers with Android phones who are using third-party SMS apps."
Thankfully, there's a simple fix.
Safaricom advises affected customers to check their "Spam & Blocked" folder within their third-party SMS app and unblock any messages originating from Safaricom or M-PESA.
Once unblocked, future messages will be delivered directly to the main inbox.
Alternatively, Android users can avoid the spam folder altogether by selecting the default SMS app provided by their phone manufacturer.
This app typically doesn't have a separate spam folder, ensuring all messages, including those from Safaricom and M-PESA, land safely in the inbox.
While this might seem like a minor inconvenience, missing crucial Safaricom and M-PESA messages could have real consequences.
Urgent service notifications, security alerts, and even promotional offers could all slip through the cracks, leaving users uninformed and potentially exposed.
So, Android users, take a moment to check your spam folder and consider switching back to the default SMS app.
It's a small step that could make a big difference in staying connected and informed about all things Safaricom and M-PESA.