A growing number of M-PESA customers have expressed frustration over what they perceive to be stagnant loan limits under Safaricom’s Fuliza overdraft facility, one of the company’s most widely used financial products.
On social media, customers have publicly questioned why, after months or even years of consistent mobile money usage, their Fuliza limits remain capped at modest amounts such as KSh 100 or KSh 1,000.
One post in particular, where a user claimed their limit had remained unchanged for over two years, attracted widespread engagement and sparked a broader online conversation about mobile credit scoring and eligibility.
In response to these concerns, Safaricom provided a more detailed explanation of how the Fuliza algorithm determines individual limits, pointing out that the facility does not rely solely on M-PESA activity, but rather evaluates a mix of behavioural, usage, and credit data before adjusting access to overdraft amounts.
According to Safaricom’s customer service guidance, Fuliza limits are subject to review every 90 days.
However, customers whose usage patterns fall short of key benchmarks may not see an increase, even after extended periods of engagement.
The telco advised users to begin by checking their Credit Reference Bureau (CRB) status using *433#, as outstanding obligations on other platforms can directly affect eligibility and limit growth.
Beyond credit score, several usage-based factors come into play.
These include the frequency and volume of M-PESA transactions, consistent usage of Safaricom’s core services—such as voice, data, and SMS—as well as saving habits tied to products like M-Shwari and KCB M-PESA.
The company noted that passive usage or one-sided patterns (for instance, making transfers without regular savings or repayments) tend to slow the growth trajectory of overdraft limits.
“Where your limit has not changed, it means your activity on all the above is still low,” Safaricom stated in reference to underperforming Fuliza accounts.
The firm encouraged users to maintain active financial behaviour across platforms and emphasized that its loan models are calibrated not just around usage, but around financial health and repayment discipline.
Safaricom’s broader guidance for customers seeking to improve their Fuliza standing includes paying off all outstanding short-term credit, such as Okoa Jahazi, on time, maintaining active lines with frequent top-ups, and using savings products consistently without withdrawals.
For those already enrolled in Fuliza, using the service regularly and repaying promptly also builds a stronger behavioural profile that can lead to incremental limit increases over time.
It is also worth noting that access to Fuliza is not guaranteed for every M-PESA customer.
Eligibility begins after six months of active use, but even then, access is subject to assessment across multiple variables.
Customers with inactive usage patterns or a history of unpaid mobile loans may not be extended a Fuliza limit at all.
The insights reflect how Safaricom is increasingly positioning its mobile financial services not simply as convenience tools, but as entry points into a broader ecosystem of credit and savings products, where customer discipline and engagement play a crucial role in product access and expansion.
While customer expectations around credit access remain high, especially in a cost-sensitive market, Safaricom appears intent on balancing accessibility with risk management, ensuring that its lending models are sustainable even as its financial services footprint grows.
