By Robai Ludenyi,
Uber has quietly made a big change in Kenya that has caught many riders and drivers by surprise. The ride-hailing company has stopped accepting Visa card payments, ending a popular payment option that many users relied on for daily trips.
The move comes after months of growing complaints from customers and drivers over payment problems linked to Visa cards. Many riders reported being charged twice for the same trip; while others said payments were delayed or failed, even though the money had already left their bank accounts. These issues caused frustration and confusion, especially for customers who depend on cashless payments.
Drivers were also affected. Some complained that disputed Visa payments took too long to resolve, leaving them without their earnings for days or even weeks. In a business where drivers depend on daily income to cover fuel, food, and family needs, such delays created serious financial strain.
By suspending Visa payments, Uber says it is trying to protect both riders and drivers from these ongoing problems. The company wants to reduce disputes and improve the overall experience on the platform. However, the decision has sparked mixed reactions. While some users welcome the move, saying it will reduce errors, others are unhappy about losing a convenient payment method.
Visa cards are widely used in Kenya, especially by customers who prefer not to carry cash or rely on mobile money for every transaction. For corporate users and frequent travelers, card payments were often the easiest option. Now, these riders must switch to alternatives such as mobile money or cash, which may not always be convenient.
Industry observers say the issue highlights a bigger challenge facing digital payment systems in the country. As more businesses move toward cashless payments, even small technical failures can affect millions of transactions and damage trust. For global companies like Uber, working smoothly with local banks and payment providers is critical.
Uber has not said whether Visa payments will return in the future. For now, the company is focusing on stabilizing other payment options and ensuring trips are completed without billing problems. Customers are being advised to check their payment settings before requesting a ride to avoid surprises.
This development serves as a reminder that while technology makes life easier, it also comes with risks. For riders and drivers alike, reliable payment systems are just as important as safe and affordable transport. Until the issues are fully resolved, Uber users in Kenya will need to adapt and find new ways to pay for their rides.
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