Withdrawal to M-Pesa not received – trace ID74375910 ignored for 3+ weeks

1

I withdrew $20 via Mobile Money (M-Pesa) on 5 Feb 2026. The withdrawal shows as “completed” with trace ID [insert trace ID], but Safaricom confirmed no payment was received.

I have contacted support multiple times over the past 3+ weeks, provided my M-Pesa statements, and they keep saying the case is “under review by the specialist team,” but nothing has been resolved.

This delay is beyond the normal 1–5 working days and is completely unacceptable. I’m posting here in case the payments team can intervene and either:

  1. Resend the funds to my M-Pesa, or

  2. Re-credit the $20 to my Deriv account so I can withdraw again.

I hope the community/support can help escalate this and prevent further delays.

2

Thank you for joining the community! We regret to note this. However, we would need to check further on your issue. Therefore, kindly reach out to us via live chat or WhatsApp, for better assistance and protection of your account’s data. We’ll work with you to resolve any issues as quickly as possible.