If you were scammed booking a massage in Kenya, act in the next hour: stop paying, save every message and M-Pesa receipt, contact Safaricom about the transaction, and report to the police. Recovery is not guaranteed, especially once the recipient has moved the money, but fast and complete evidence gives you the best chance and helps stop the next victim.
How paying works on Velvet: you pay Velvet, not the creator. Velvet sends the creator half when you book, and the rest only after the meetup. If the creator cancels or does not come, you can ask Velvet for your money back.
Key takeaways
- Do not send more money, whatever the person says: "release fees", "insurance" and "refund processing" are follow-up tricks.
- Time matters for mobile-money requests. Contact Safaricom as soon as you can and ask about the current reversal steps and time limit.
- Report to the police and ask for an Occurrence Book (OB) number. You can also report to the Directorate of Criminal Investigations (DCI).
- Keep screenshots, the phone number, the account name on the payment and the advert itself.
- Payments made through Velvet's payment protection are protected differently from anything sent outside Velvet. This guide is general information, not legal advice.
Step 1: stop and secure yourself
If you are still in contact with the person, do not argue and do not send anything else. If you were threatened or robbed, your safety comes first: go to a public place or a police station. If you shared a PIN or a login code, change it immediately and call your mobile-money provider.
Step 2: save the evidence
Scammers delete adverts and accounts quickly, so gather the proof before it disappears.
- Screenshots of the advert, the profile, the chat and any voice notes.
- The phone number, the name shown when you paid and the M-Pesa transaction code from the confirmation message. Do not delete the message.
- The date, time, amount and the address you were given.
- Any photos you were sent, which can help police trace the fake profile.
Step 3: ask Safaricom about the payment
Contact Safaricom as soon as you can through the My Safaricom app or customer care. Say plainly that the payment was a fraud, give the transaction code and ask what can be done. Published guidance on self-service reversals says the window can be as short as 24 hours and that a reversal usually needs the recipient's account to still hold the funds. If the money has been withdrawn or sent on, a reversal is unlikely. Rules and time limits change, so check Safaricom's current steps rather than relying on this page.
Payments to a Paybill or a Till go to a registered business, so the business must cooperate. If you paid a Till or Paybill, tell Safaricom the business name that appeared on the confirmation. If you paid by card or a bank transfer, call your bank at once and ask about disputing the payment.
Step 4: report to the police and the DCI
Go to the nearest police station, give a statement and ask for the OB number, which your bank or Safaricom may ask for. For online fraud you can also approach the DCI. Bring your phone with the evidence on it, not only printed screenshots. Cases involving threats, robbery or knives should be reported immediately. In the April 2025 Kasarani case, Kenyan media reported that detectives tracked down and arrested the suspects using forensic evidence, so the numbers and messages you hold are worth keeping.
When you give your statement, tell the story in order: where you saw the advert, who you spoke to, what you were asked to pay, when you paid and what happened next. Write the times down while you still remember them, and name any witness, such as a friend you messaged during the visit. A clear timeline helps officers link your case to others involving the same number or profile, and it also helps your bank or Safaricom if they need to review the payment later.
Step 5: report the advert or profile
Use the "report" option on the platform where you saw the advert so it can be removed. If you booked through Velvet, report the profile there. If someone outside Velvet claimed to represent Velvet, tell us so we can warn others.
What would payment protection have changed?
Many of these scams work because the money leaves your account before you have met anyone. On Velvet, you pay at the checkout and the money is held by Velvet until the session is confirmed, so there is no deposit to a stranger to lose. Confirmed bookings also have a safe-arrival timer, and reviews come only from verified bookings.
It is not a magic shield. A booking arranged and paid outside Velvet is not covered by payment protection or dispute protection, and a verified badge is not a guarantee about how a session will go. Our guide on paying for a massage with M-Pesa safely explains how to avoid sending money to a personal number in the first place.
Beware of recovery scams
- Anyone who contacts you offering to get your money back for a fee is probably running a second scam.
- Be wary of "police" or "lawyers" who message you on WhatsApp. Real officers will not ask you to send money to a personal number.
- Do not share your PIN or one-time codes with anyone, including people who say they work for your bank, Safaricom or Velvet.
Prevent the next one
Before you book, run the checks in how to spot a fake massage ad in Nairobi and confirm the badge using how to check a verified therapist in Nairobi. Prices vary widely, so a rate that is far below the usual is itself a warning; see massage prices in Kenya by city. Creators face fake-client tricks too, and the Kenya creator guide at how creators earn on Velvet in Kenya links to the safety advice. The Nairobi hub is at massage and companions in Nairobi.
Frequently asked questions
How do I report a massage scam in Kenya?
Go to a police station, give a statement with your evidence and ask for an OB number. You can also report to the DCI, and you should report the advert or profile on the platform where you found it.
Can I get my money back from a fake booking?
Sometimes, but not always. A reversal request to Safaricom is time-sensitive and depends on the money still being in the recipient's account. Contact Safaricom as soon as possible and check their current process.
Should I keep talking to the scammer?
No. Do not send more money and do not warn them. Keep the chat for evidence and block the contact only after you have saved everything.
What if I was robbed, not only tricked out of money?
Treat it as a crime scene. Go to the police immediately and mention any weapons or threats, because that changes how the case is handled.
Is Velvet responsible if I paid someone outside the platform?
No. Bookings and payments made on Velvet get payment protection and dispute protection; anything arranged and paid outside Velvet is not covered. Report it anyway so the profile can be reviewed.
To book with protection, browse creators on Velvet, check the verified badge and pay Velvet.
