Safaricom: We're working to make OneApp better

Telco giant Safaricom PLC has moved to reassure millions of customers after a wave of complaints over its newly launched My OneApp, promising urgent fixes and a better user experience following a rocky rollout.

The telco giant issued a public apology to users, acknowledging that the transition to the all-in-one platform had fallen short of expectations.

“To our customers, we owe you a sincere apology… We are sorry for giving you a poor experience,” the company said in a statement dated April 16, 2026.

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The apology comes days after widespread frustration among Kenyans who reported difficulties accessing the app, with many citing login failures, system glitches, and inaccurate account information.

My OneApp, which merges M-Pesa and MySafaricom services into a single platform, was designed to simplify access to services such as sending money, buying bundles and managing accounts. However, instead of convenience, users encountered persistent technical issues that disrupted everyday transactions.

Some customers said they were locked out of their accounts even after entering correct details, while others complained of delayed updates and missing transaction histories—raising concerns about the app’s reliability.

The challenges were even more pronounced for users abroad, with reports indicating that diaspora and roaming customers struggled to log in or activate the app, particularly after automatic updates forced them onto the new platform.

The backlash quickly spread across social media, piling pressure on the country’s largest telecom operator to respond and restore confidence in a platform that sits at the heart of Kenya’s digital economy.

In its response, Safaricom admitted that the experience delivered did not match what had been promised.

“Many of you have experienced challenges while accessing the app and when you did, the experience fell short… This is not what we promised, and for that we are sorry,” the company said.

The firm maintained that the idea behind My OneApp was to improve customer experience by bringing all services into one place, enhancing security and simplifying usage.

“We built My OneApp to serve you better… with simple journeys, improved security and offering a better customer experience.”

Safaricom now says it is working round the clock to fix the issues, having collected feedback from users across the country.

“We have gathered all the feedback, and we are treating your concerns with urgency. Our teams are working around the clock to resolve the issues… so that whether you are in Kenya or abroad, you can seamlessly access and use My OneApp.”

The company has also directed customers to alternative support channels, including customer care, retail shops and digital platforms, as it works to stabilise the app.