Troubleshooting Guide: Resolving Unsynced M-Pesa C2B Transactions (Presta Pay)
Troubleshooting Guide: Resolving Unsynced M-Pesa C2B Transactions (Presta Pay)
Issue Overview
When a client makes an M-Pesa C2B payment, the transaction may occasionally fail to automatically sync or post to the Presta system. As a result, the payment does not reflect on the dashboard, and affected clients may receive incorrect "due" SMS notifications.
To resolve this issue, you must first verify the status of the transaction in the system, download your statement from the M-Pesa G3 portal, format it using Presta's template, and manually import the file to force-sync the missing transaction.
Attached Resources
To help you resolve this issue quickly, the following files are attached to this guide:
GS M-Pesa G3 Manual – A step-by-step guide to help you navigate the Safaricom portal and download your statement.
Presta Excel Template – The required format for uploading transactions back into Presta Pay.
Step 1: Verify the Payment is Truly Missing
Before initiating a manual import, you must confirm that the transaction does not exist in either the LMS or Presta Pay systems using the transaction reference.
1. Check the LMS Dashboard
Log in to the Presta LMS portal.
On the left-hand navigation sidebar, click on Transactions to expand the menu.
Select C2B (In).
Use the Search the Transaction Reference here box to search for the specific M-Pesa transaction reference (e.g., UGFQ6B9ZN0).
2. Check the Presta Pay Dashboard
Log in to your Presta Pay dashboard.
On the left-hand navigation sidebar, click on Transactions and select C2B Transactions.
Locate the search area on the top-right labeled Search the Transaction Reference here.
Enter the transaction reference and click Go! to verify if it has been captured.
⚠️ Critical Check: Ensure you have not already posted this transaction manually. If you import a transaction that has been manually posted, it will be read twice. If you have already posted it manually, you must reverse the manual transaction before proceeding.
Step 2: Retrieve and Format Your Statement
Log in to your Safaricom M-Pesa G3 portal. (Note: Please refer to the attached GS M-Pesa G3 Manual for step-by-step guidance on navigating the portal).
Download the C2B Paybill transaction statement (in CSV or Excel format) covering the period of the missing payment.
Open the statement and confirm that the missing transaction is present in the file.
Go to the Presta Pay bulk import page and click the Download Excel template here link (highlighted on the import page) to download the correct format.
Copy and paste the transaction details from your downloaded M-Pesa G3 statement into this Presta Excel template, ensuring the columns align perfectly. Save your completed file.
Step 3: Access the Bulk Import Interface in Presta Pay
Log in to your Presta Pay dashboard.
On the left navigation bar, go to Transactions > C2B Transactions.
Ensure your specific client profile name is correctly selected in the upper utility bar.
On the right side of the main transaction listing interface, click the Bulk Import button.
Step 4: Upload and Force-Sync the Transactions
- On the MPESA Transactions Import screen, locate the file upload container.
- Drag and drop your updated Presta Excel template file directly into the "Drop files here to upload" box, or click inside the container to select the file from your local storage.
- Once successfully uploaded, the system will process the file and immediately force-sync any missing C2B transactions across Presta Pay and the LMS.
Step 5: Verify the Processing Results
After the upload finishes, scroll down to the Results section.
Review the Success and Failed columns to confirm which records were processed.
"Already exists" Error: If some rows fail with this error, those transactions were already successfully recorded in the system, and no further action is needed for them.
Success: Confirm that the previously missing transaction has now been successfully imported.
Once verified, click the Done/Close button in the top right corner to return to your main dashboard.
Step 6: Confirm Loan Account Posting
As a final step, verify that the payment has successfully posted to the customer's specific loan:
Navigate to Loans in the main menu.
Select Loan listing.
Search for and click into the affected customer's Loan profile.
Go to the Payment history section.
The newly synced payment should appear as the last transaction in the history list.
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