Safaricom PLC has announced significant changes to its popular reverse call service, a feature that allows customers to make calls without airtime, with the cost borne by the receiver. Starting immediately, customers will only be able to make two free reverse calls per day. Any additional reverse calls will incur normal call charges, but only if the receiver accepts the call.

In a statement responding to users on X (formerly Twitter), Safaricom clarified, “The reverse call service is still available. Please note that the initiator of the reverse call will only be billed on the third reverse call request of the day when the sponsor accepts the request.“

HOW TO USE THE REVERSE CALL FEATURE.

Safaricom first introduced the reverse call feature in 2019. Since then, it has become indispensable for many subscribers, especially those who may not always have airtime. To initiate a reverse call:

1. Customers simply dial #

2. Followed by the number they wish to call, such as #07123456789.

3. When the receiver answers, they can press 1 to accept the charges or 2 to decline. If the call is declined, neither party is charged.

This change comes amid significant growth in the usage of the service. Between April 2021 and October 2023, the volume of reverse calls nearly doubled, increasing from 73 million to 130 million. This surge reflects the feature’s growing popularity among Safaricom’s customers.

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While the first two reverse calls of the day remain free, customers should be prepared for charges on any additional calls they make. “After the third request, the initiator will not incur any additional costs while using the service for the rest of the day,” Safaricom added, emphasizing that the charges apply only when the receiver accepts the call.

The introduction of charges for additional reverse calls highlights Safaricom’s ongoing efforts to balance user needs with operational costs as demand for the service continues to rise.