Safaricom PLC has recently announced important updates to its popular reverse call service, a feature that allows customers to make calls without airtime, with the receiver bearing the cost. Effective immediately, customers will be limited to making only two free reverse calls per day. Any additional reverse calls beyond this limit will be subject to standard call charges, but only if the receiver agrees to accept the call.
In response to user inquiries on X (formerly known as Twitter), Safaricom clarified, “The reverse call service remains 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 its launch, it has become an essential tool for many subscribers, especially those who may not always have airtime. To initiate a reverse call, customers can:
- Dial the number #.
- Follow this by entering the recipient’s number, for example, #07123456789.
- When the receiver answers, they will have the option to press 1 to accept the charges or 2 to decline. If the call is declined, neither party will be charged.
Rising Popularity of the Service
This update comes amid a significant increase in the usage of the reverse call service. Between April 2021 and October 2023, the volume of reverse calls nearly doubled, rising from 73 million to 130 million. This surge underscores the growing popularity of the feature among Safaricom’s customers.
New Charging Structure
While the first two reverse calls of the day will remain free, customers should be aware that they will incur charges for any additional calls they make. Safaricom also noted, “After the third request, the initiator will not incur any additional costs while using the service for the rest of the day,” emphasizing that charges will only apply if the receiver accepts the call.
Balancing User Needs and Operational Costs
The introduction of charges for additional reverse calls reflects Safaricom’s ongoing efforts to balance user needs with operational costs as the demand for the service continues to rise.
