Safaricom Responds After Faulty My OneApp Rollout Triggers Massive User Frustration
Safaricom issued a formal apology to its subscribers on Thursday, April 16, 2026, after a rocky rollout of the updated My OneApp sparked widespread frustration. The telecommunications giant broke its silence following a wave of online outrage, explaining the motives behind the recent modifications that left many users locked out or struggling with a glitchy interface.
In a direct address to its user base, the company acknowledged the technical failures that have plagued the platform since the update went live.
“To our customers, we owe you a sincere apology over the new My OneApp. We are sorry for giving you a poor experience. Many of you have experienced challenges while accessing the app, and when you did, the experience fell short,” Safaricom stated.
The firm noted that while many local users faced hurdles, those traveling abroad or living in the diaspora bore the brunt of the disruptions. These international customers reported significant difficulty even reaching the login screen, further complicating access to essential services while away from home. Safaricom assured its audience that it is working to resolve these stability issues and restore the seamless experience customers expect.
The company expressed particular regret toward travelers and those living abroad who faced the steepest hurdles when trying to log into the new interface. Safaricom also acknowledged the frustration of users whose phones automatically installed the update, forcing them into the new system without warning.
“Particularly, to our roaming and diaspora customers who have had more challenges logging into the new app and for those who had auto-update settings on their phones and were automatically moved to the new My OneApp. This is not what we promised, and for that we are sorry.”
In a detailed breakdown of the project, Safaricom clarified that it designed the unified platform to centralize its diverse range of services. The firm aimed to enhance security protocols and simplify the user journey through the overhaul, although it acknowledges that the execution fell short.
“We built My OneApp to serve you better, bringing all Safaricom services into one place, with simple journeys, improved security, and offering a better customer experience. Your feedback has made it clear that we can deliver a better customer experience. We hear you, and we are fixing it,” Safricom explained.
Safaricom has launched an urgent recovery plan to address public concerns and restore smooth access to the platform. The company assured users that technical teams are working 24/7 to iron out the bugs that have hampered the app’s performance since the update. Teams are now working to stabilize the platform and fulfill the original promise of a more secure, all-in-one digital experience.
“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,” Safaricom explained.
Alongside the technical fixes, the service provider encouraged frustrated customers to seek direct assistance from their support network. This includes visiting Safaricom shops, authorized dealer outlets, or any nearby service center for immediate, hands-on help.
The company also pointed users toward several digital support channels to ensure no one remains stranded.
“In addition, you may reach out to us via the following digital channels: on email customercare@safaricom.co.ke, Facebook www.facebook.com/SafaricomPLC, and on X @SafaricomPLC and @Safaricom_care. Once again, we are truly sorry for this experience, and we are committed to delivering a safe, secure, and always-on digital experience,” Safaricom stated.
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