Safaricom has updated its newly launched My OneApp platform to function across rival networks including Airtel Kenya, addressing widespread complaints from users who found the application unreliable and costly when travelling or roaming or out of the operator’s network.
The changes, rolled out earlier this week, now allow users to stay logged in to the app even when switching between Safaricom and other networks.
Previously, the app would frequently sign out users whenever Safaricom connectivity was lost or when they moved to another carrier, requiring repeated reactivation using Safaricom mobile data.
The update tackles one of the most significant pain points since My OneApp’s debut in April. Diaspora customers had reported that the need for Safaricom roaming bundles to reactivate the service made the platform both frustrating and expensive to use while travelling or living overseas.
Safaricom has positioned My OneApp as the future centerpiece of its consumer offerings, planning to phase out the standalone M-PESA and MySafaricom apps within six months of the new platform’s launch.
“Safaricom told TechCabal in April it plans to retire the standalone M-PESA and MySafaricom apps within six months of My OneApp’s launch, making the new platform central to its consumer services strategy.”
The unified app combines mobile money transfers, airtime purchases, fiber broadband services, customer support, and mini-applications into a single interface serving millions of customers.
Since its introduction, however, the app has faced a wave of user complaints. Reviews on Google Play and complaints on social media highlighted login failures, problems with one-time password verification, forced logouts, and unreliable performance during network switches.
According to new tests by Business Today, the updated version now maintains greater stability when transitioning between networks, including Wi-Fi, local carriers, and roaming connections. Still, some limitations persist: initial activation of the app requires a Safaricom mobile data connection and cannot be completed over Wi-Fi or rival networks.
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