Check an M-Pesa payment that is not confirmed yet

A payment is not confirmed yet when M-Pesa has not told Kila whether the money arrived: most often a prompt that got no answer within a minute, or, where the owner has M-Pesa matched to the statement, a code waiting for the statement. Kila does not count it as money received, and it does not call it failed: someone checks, then records how it ended.

At the till

The cashier sees it on their shift: 1 M-Pesa not confirmed yet, with the payment and “Keep the goods until M-Pesa confirms.” When they close the shift, Kila says it again: “They do not count as cash. Reconciliation follows them up after you close.”

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While a prompt is still waiting at the till, Kila says Waiting for M-Pesa to confirm. Keep the goods until it does. See Take M-Pesa. The cashier keeps the goods, does not ask the customer to pay again, and tells someone who can settle it.

Steps

1. Open Money › Payments and tap Need attention

   The Not confirmed yet card shows how much is waiting and in how many payments. Need attention lists them, from any date.

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2. Open the payment

   Kila says Check the M-Pesa statement: “KES 13,999.00 has no confirmation from M-Pesa yet. It is not counted as money received. Do not charge the customer again until you know the outcome.”

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3. Tap Check with M-Pesa

   For a prompt, Kila asks M-Pesa again. If M-Pesa has the payment, Kila says M-Pesa confirmed the payment and you are done.

4. If not, check your M-Pesa statement

   Look for the payment on the M-Pesa statement or in your M-Pesa messages: its amount and time are at the top of the payment’s page.

5. Tap The customer was charged and type the code

   Type the code from the statement in M-Pesa code: “10 letters and numbers, for example TJ4K7Q2XYZ.”

6. Tap Confirm payment

   Kila says PAY-… confirmed: “It now counts as money received.”

Needs a manager

The owner, an administrator, a general manager, a branch manager or the accountant settles these: people who see Money › Payments and run shifts or reconcile. A cashier or till supervisor tells one of them.

What if

The money never arrived

Tap Not charged, answer How do you know? (“For example: processor portal shows the transaction declined at 14:02.”) and tap Mark not charged. Kila says PAY-… marked not charged: “Nothing was taken from the customer. Take payment another way.”

There is no The customer was charged button

Kila shows:

A supervisor or the accountant records the outcome once M-Pesa answers.

Your role can see the payment but not settle it: ask the accountant or a manager. In the first minute of an M-Pesa payment, Kila shows this to everyone: try again a minute later.

It is confirmed, but not on a sale

If the cashier finished the sale another way, the money is on no sale. The payment says “Not allocated to anything yet. Reconciliation can apply it to a sale or an account.” Reconciliation is under Money.

Related

• Take M-Pesa: the code, and prompts.
• Close a shift: payments not confirmed yet stay on the shift and are not counted as cash.
• Reconcile M-Pesa and bank statements: the statement shows what M-Pesa received.

Next: the Payments page says where the rest is done: “Uncertain payments are settled in reconciliation.” Whoever reconciles your M-Pesa statement does it under Money › Reconciliation.