Sending money to the wrong number is a common—and stressful—mistake in Uganda’s mobile money ecosystem. Fortunately, both Airtel Money and MTN Mobile Money offer ways to request a reversal, but only if the recipient hasn’t yet withdrawn the funds. Importantly, most reversals require either the recipient’s approval or direct intervention from customer support. Below is a clear, step-by-step guide for both networks.
Airtel Money: How to Reverse a Transaction
1. Use the Self-Service USSD Code
Start by dialing *185# on your phone.
- Select 10. Self Help / My Account.
- Go to 8. My Transaction Reversals.
- Choose 1. Initiate Transaction Reversal.
- Pick the transaction you want to reverse.
- Enter your Airtel Money PIN to confirm.
After this, Airtel sends a reversal approval request to the recipient. If they accept, the funds return to your account—though a small reversal fee may apply. Crucially, the reversal only completes if the recipient approves it.
2. Contact Airtel Customer Support
If the USSD method fails or the recipient refuses to approve:
- Call 100 (Airtel Customer Care).
- Clearly explain the error and provide:
- Your phone number
- The wrong recipient’s number
- The transaction ID (from your SMS confirmation)
- The amount and exact time/date of the transfer
Support agents can freeze the funds and help escalate your reversal request—especially if the money is still in the recipient’s wallet.
3. Visit an Airtel Service Centre
For complex or high-value cases:
- Go to an official Airtel branch with your original national ID.
- Provide full transaction details.
- Staff can submit a formal reversal request on your behalf and follow up with fraud or compliance teams.
MTN Mobile Money: How to Reverse a Transaction
1. Use the Self-Initiated Reversal (New Feature)
MTN now allows users to block recent transfers via USSD:
- Dial *165*8#.
- Select Initiate Reversal (often Option 7).
- Choose the transaction you wish to reverse.
This action immediately blocks the funds from being withdrawn. However, you must call MTN Customer Care on 100 right away to complete the process. Agents will then verify details and contact both parties to finalize the reversal. Note: The money remains held for several days during this review.
2. Contact MTN Customer Support
If self-reversal isn’t available or the transfer is older:
- Call 100 (MTN Customer Care).
- Provide:
- Your MTN number
- The incorrect recipient’s number
- Transaction ID from your SMS
- Amount and time of transfer
MTN will attempt to freeze the transaction. But if the recipient refuses to cooperate, MTN may advise you to obtain a court order to recover the funds—especially for larger amounts.
Key Things to Remember
- Reversals only work if the money hasn’t been cashed out. Once withdrawn, recovery is nearly impossible.
- Both networks require recipient approval or support escalation. Automatic refunds do not exist.
- Act quickly. The sooner you report the error, the higher your chance of success.
- Always double-check the recipient’s number and name before confirming any transfer. MTN and Airtel display the recipient’s registered name during confirmation—never skip this step.
In summary, while reversing a wrong Mobile Money transfer in Uganda is possible, it’s not guaranteed. Therefore, prevention is your best defense. But if you do make a mistake, follow these steps immediately—starting with USSD self-service, then calling customer care. The faster you act, the better your odds of getting your money back.
