Safaricom has moved to calm growing frustration among customers after the rollout of its new all-in-one mobile app ran into problems just days after launch.
The telco admitted that some users have been unable to access the newly introduced My OneApp, especially those outside the country or using roaming services. Many of them have reported login failures, repeated logouts and delays in receiving verification codes, making it difficult to use key services like M-Pesa.
In a statement, Safaricom said the issues were linked to the transition to the new platform, which has seen millions of users shift from the older apps.
“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 you have raised, so that whether you are in Kenya or abroad, you can seamlessly access and use My OneApp,” the company said.
The problems have been more noticeable among Kenyans living abroad. Some users say the app requires a Safaricom SIM card and mobile data to log in, which has locked out customers relying on Wi-Fi or foreign networks. Others have complained about the app failing to load, freezing during transactions, or not reflecting accurate balances.
There have also been concerns about how the rollout was handled. Users with automatic updates found the new app installed on their phones without notice, forcing them to switch from the familiar M-Pesa and MySafaricom apps. This has added to the confusion, especially for people who were not ready to move to the new system.
My OneApp was launched in early April as part of Safaricom’s push to bring all its services under one platform. The app combines M-Pesa, MySafaricom and Bonga into a single interface, allowing customers to send money, buy bundles, pay bills and manage their accounts without switching between apps.
“We built My OneApp to serve you better, bringing all Safaricom services into one place, with simple journeys, improved security and a better customer experience,” the telco added.
The platform is also part of Safaricom’s wider strategy to strengthen its position in digital financial services, as competition grows from banks and fintech firms offering similar mobile solutions.
However, the early challenges have raised questions about whether the app was ready for full rollout. For many users, especially those who rely on M-Pesa for daily transactions, even small disruptions can have a big impact.
Safaricom says it is continuing to collect feedback from customers and is working to fix the issues as quickly as possible. In the meantime, users are still navigating a transition that has not been as smooth as expected.
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