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Cancel Safaricom: Easy Method
What is Safaricom
Overview
Safaricom is a telecommunications company headquartered in Kenya, best known for mobile services and M-PESA mobile money. It operates a range of consumer services including mobile data, content passes, short-video subscriptions, and premium-rate services.
Services relevant to cancellations
Services that commonly require cancellation include Baze (short-video subscription), Content Passes (YouTube, Angaza, Showmax, etc.), and Premium Rate Services managed via subscription platforms.
Safaricom does not appear to maintain an active customer presence in New Zealand; international customers should note the Kenyan head office address for formal correspondence.
How to cancel Safaricom
USSD codes (fastest)
- Cancel Baze and Content Passes: Dial *544*35# and follow the prompts to opt out or stop auto-renewal.
- Manage Premium Rate Services: Use 'My Subscriptions Manager' via *100*5# or *200*5# to view and cancel provider subscriptions.
Steps and practical tips
- Dial the relevant USSD code from the Safaricom-registered number and follow menu options to cancel.
- Keep a screenshot or write down the confirmation message or code shown after cancellation.
- If USSD fails, contact Safaricom support (see After cancelling for links) and provide subscription details and timestamps.
What happens when you cancel
Access and renewal
When you cancel a subscription such as Baze or a Content Pass, access generally continues until the end of the current billing period.
Auto-renewal stops for future periods, but you usually retain access for the time you have already paid for.
Data, content and entitlements
Downloaded or streamed content you paid for remains subject to the service's terms. Some content may become unavailable after the billing period ends.
No compensation is normally provided for unused time after cancellation unless an exception is granted by the provider.
Will I get a refund?
General refund policy
Baze subscriptions: payments are non-refundable. Safaricom states there are no refunds or credits for partially unused periods or unwatched content.
No explicit statutory 14-day refund or cooling-off right is mentioned in Safaricom’s public policies for these services.
Exceptions and dispute handling
- Premium Rate Services: Safaricom has arranged refunds in cases where customers were erroneously billed by a third-party provider (for example, accidental game enrolments).
- If you believe you were billed in error, save evidence (messages, billing records) and contact Safaricom support to request investigation and refund.
- Refunds are discretionary and may depend on the specific circumstances and provider agreements.
Safaricom plans and pricing
Available plans
The following reflects available information for Safaricom-related apps and known items in the New Zealand App Store during 2024/2025.
Notes on pricing
No paid Safaricom plans or recurring subscriptions in NZD were found in the New Zealand App Store for 2024/2025.
| Plan | Price | Period | Features |
|---|---|---|---|
| MySafaricom App (iOS) | NZ$0.00 | One-time download | Access to M-PESA, data bundles, airtime top-up, Home Fibre management, balances, account tools |
Your consumer rights in New Zealand
Key New Zealand protections
New Zealand consumer protection is primarily provided by the Consumer Guarantees Act and the Fair Trading Act. These laws protect consumers against misleading conduct and provide remedies for faulty goods and services.
For digital content and services, remedies depend on whether the service fails to meet reasonable expectations or contractual obligations.
How those rights apply to digital subscriptions
- There is no automatic 14-day “cooling-off” right for most digital subscriptions in New Zealand unless the provider offers one.
- If a service is defective, misrepresented, or not delivered as promised, you can seek a remedy under NZ consumer law; practical outcomes vary by case.
- If you face unresolved issues, contact New Zealand consumer authorities or consumer advice organisations for guidance.
Customer experiences
Common complaints
Public reviews frequently note issues with customer service responsiveness and billing problems. Users also report slow or unreliable connection speeds for some services.
There are reports of accidental or unexpected charges for premium services and disputes over data or domain/hosting services not delivered.
Security and trust issues
Instances of scams and fraudulent callers impersonating Safaricom agents have been reported, sometimes leading to financial loss.
Where possible, verify communications using official channels and never share sensitive credentials with callers.
Documentation checklist
What to collect before contacting support
- Your phone number used for the subscription and the device model.
- Subscription name (e.g., Baze, specific Content Pass name) and the date you were charged.
- Transaction receipts, SMS or USSD confirmation messages, and screenshots showing charges or active subscriptions.
Additional documents for disputes
- Bank or mobile money statements showing the charge.
- Any chat or email correspondence with the provider.
- Details of steps already taken to cancel (USSD logs, confirmation codes).
Common mistakes
Mistakes during cancellation
Dialing the wrong USSD code or cancelling from a different phone number can leave a subscription active. Always use the registered number.
Failing to keep confirmation evidence can make disputes harder to resolve. Save all confirmation messages or screenshots.
Avoiding scams and mis-steps
Responding to unsolicited calls or messages that ask for account credentials is risky. Scammers often impersonate support agents.
Only use official Safaricom USSD codes and official website/app links. When in doubt, verify via the official Safaricom site before sharing information.
Comparative recap
At-a-glance summary
The table below compares common Safaricom subscription types, how to cancel, refund likelihood, and key notes.
Key takeaway
Baze and Content Passes are cancelled via the same USSD code; refunds are generally not available for Baze, while premium-rate refunds may be arranged in errors.
| Service | How to cancel | Refunds | Notes |
|---|---|---|---|
| Baze (short-video subscription) | Dial *544*35# to cancel | No refunds or credits for partial unused periods | Access remains until end of billing period |
| Content Passes (YouTube, Angaza, Showmax) | Dial *544*35# to opt out; stops auto-renewal | Generally not refundable unless provider agreement says otherwise | Auto-renewing passes can be cancelled with the USSD code |
| Premium Rate Services | Use My Subscriptions Manager via *100*5# or *200*5# | Refunds may be arranged for erroneous billing by providers | Keep evidence and request an investigation for accidental charges |
After cancelling
Confirming cancellation
After you cancel, save any confirmation messages or screenshots. Check subsequent bills or top-up history to ensure charges have stopped.
If charges continue, contact Safaricom support promptly and provide your documentation.
Further help and useful links
- Safaricom official website
- Apple App Store (search "MySafaricom")
- New Zealand Consumer Protection
- New Zealand Commerce Commission
- Consumer NZ
- Netsafe - report online scams in NZ
Address
Head office
Safaricom Limited, headquartered in Kenya. Use official channels for support and escalation if needed.
Postal address for correspondence
Safaricom Limited, P.O. Box 66827, 00800 Nairobi, Kenya
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Written by Eva Harris
Regulatory watch · 8 years experience
Legal analyst tracking eIDAS, GDPR and electronic delivery regulations for 8 years to make sure every Postclic template is compliant and admissible in court.