Money left my account but the trip shows unpaid

Do not pay again

Our system automatically matches M-Pesa confirmation codes to trips. If money left your M-Pesa but the trip still shows unpaid, the reconciliation is still running. This normally completes on its own.

Paying a second time will not speed things up and will create an overpayment that takes longer to resolve.

Steps

1. Give it a few minutes after your trip ends. Most cases reconcile automatically.
2. Check that you have the M-Pesa SMS confirmation code (format: AB1234X5Y6).
3. If the trip is still unpaid after a while, send us the code via in-app chat, [email protected], or WhatsApp. We will match it to your trip and confirm by SMS.

Coming soon. Submitting the code yourself from the trip screen is part of the Ryde app build. Until then, our team handles it for you.

Why does this happen?

Occasionally the Safaricom M-Pesa callback to Ryde is delayed by network conditions. The payment is complete on your side, but the confirmation message to Ryde takes longer than usual. Your money is safe; it is just a notification delay.

If you do not have the SMS code

The M-Pesa confirmation code is in the SMS Safaricom sends immediately after the deduction. If you deleted it, you can find recent transactions by dialling *334# and selecting My account > Mini statement. Send us the transaction reference number and we will match it.