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Safaricom PLC, one of Kenya’s leading telecommunication firms, recently addressed a concern regarding SMS delivery affecting some of its customers. The issue primarily impacted users with Android phones who utilized third-party SMS applications. Safaricom acknowledged the inconvenience faced by affected customers and provided a series of steps to rectify the situation and ensure smooth message delivery. Below are the highlighted steps outlined by the company:
- Identify Affected Users: Safaricom urged customers using Android devices and third-party SMS apps to check if they were experiencing issues receiving Mpesa messages in their inbox.
- Access Spam Folder: Users were advised to navigate to their SMS app settings and locate the spam or junk folder where potentially blocked messages might be stored.
- Mark as Not Spam: Select Mpesa message and mark them as “not spam” or move them to the main inbox to ensure future messages from the same sender are delivered directly to the inbox.
Safaricom assured its customers that they were working diligently to resolve the issue and ensure uninterrupted SMS delivery for all users. The company also expressed gratitude for the patience and cooperation of its customers during this period of inconvenience.
By promptly addressing the SMS delivery issue and providing clear steps for resolution, Safaricom demonstrated its commitment to customer satisfaction and maintaining reliable communication services.
