Safaricom admits ‘My OneApp’ glitches, moves to fix issues

NAIROBI, Kenya, April 16 – Safaricom has acknowledged challenges affecting users of its newly launched My OneApp, saying it is working to resolve the issues.

In a statement, the telco said the migration to the new platform disrupted access for some customers, particularly those abroad or using roaming services who were unable to log in.

It also noted that users with auto-update settings were automatically migrated to the new app, leading to additional access challenges.

“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.

Launched in early April, My OneApp integrates multiple services including M-Pesa, MySafaricom and Bonga into a single platform, replacing previously separate applications.

The app features AI-driven tools and mini-apps, allowing users to manage M-Pesa balances, data bundles, payments and airtime in one place.

“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.