Operator guide / step-by-step
How Automated M-Pesa Billing Works for Kenyan ISPs
Understand M-Pesa merchant setup, STK requests, confirmed payments, reconciliation and the separate network access step.
Separate merchant setup from platform registration
Choose an available gateway and supply its required merchant credentials. A Paybill, Till or aggregator configuration has its own requirements. Do not assume a registered ISP workspace includes an approved merchant account.
Treat the prompt as a request
A successful STK request only means the prompt was requested. The customer must authorize payment, and callbacks or rechecks must establish the recorded status. Avoid activating access manually from a screenshot of a prompt alone.
Reconcile delayed confirmations
Use the payment status and troubleshooting tools to distinguish pending, failed and confirmed transactions. Verify the relevant invoice or plan mapping before retrying a payment, to reduce duplicate-payment confusion.
Test service after payment
Verify the router or Controller is reachable and the intended package is applied. A confirmed payment and successful network authorization are separate checks. Review platform pricing and merchant fees independently.
Troubleshoot the failed stage
| Symptom | Check | Next step |
|---|---|---|
| No payment prompt | Check the selected merchant integration, required fields and recorded request error. | Fix validation or provider setup before retrying; a prompt request is not a completed payment. |
| Prompt approved but still pending | Use the recorded payment status and reconciliation tools; verify callback configuration. | Check for delayed confirmation before sending another charge. |
| Payment confirmed but offline | Check invoice or package mapping and router/Controller connectivity and authorization. | Test network access and accounting separately; do not manually mark payment from a screenshot. |