Safaricom Apologises For Glitches In New My OneApp Rollout

Safaricom has issued a public apology to customers following widespread complaints about its newly launched My OneApp, acknowledging that users experienced significant challenges accessing services after the update.

In a statement dated April 16, 2026, the telco admitted that the rollout fell short of expectations, particularly affecting roaming and diaspora customers, as well as users who were automatically migrated to the new app through auto-updates.

Safaricom had officially introduced My OneApp on April 1, 2026, during the second day of the Decode 4.0 developer summit in Nairobi, positioning it as a unified digital platform bringing together its full suite of services. The app was designed to integrate offerings such as M-Pesa into a single interface, with improved security and a more streamlined customer experience.

However, user feedback shared widely across platforms such as X and Facebook paints a more detailed picture of the challenges encountered.

A major point of failure has been authentication and access. Many users reported being unable to log into the app entirely, even with correct credentials, while others experienced repeated login loops. Compounding this were one-time password (OTP) failures, where verification codes were either delayed significantly or never delivered, effectively locking users out of their accounts.

Beyond access, performance instability has been a consistent concern. Users described frequent app crashes, unresponsive screens, and unusually long load times when navigating between features. In some cases, the app would freeze mid-transaction, forcing users to restart the process multiple times and raising concerns about transaction reliability.

The integration of M-Pesa, a core feature of the platform, also drew criticism. Customers reported failed transactions, delayed confirmations, and difficulty accessing essential services such as balance checks and payments. For a platform positioned as an all-in-one service hub, these disruptions significantly undermined user confidence.

For Kenyans living abroad or roaming, the experience has been even more constrained. Many reported session timeouts, inconsistent connectivity, and inability to maintain stable access, suggesting potential gaps in how the app handles international network conditions or authentication protocols outside Kenya.

Another major source of frustration has been the forced migration via automatic updates. Users who had stable experiences on previous versions of Safaricom apps were automatically transitioned to My OneApp without adequate onboarding or fallback options. The inability to revert to earlier versions left many stuck with a platform they could not reliably use.

Collectively, these issues point not only to technical shortcomings but also to deployment and change management gaps, particularly in user readiness, phased rollout, and system resilience under real-world conditions.

In response, Safaricom said its technical teams are working around the clock to resolve the issues and restore seamless access for customers both locally and abroad. The company has also activated its customer support ecosystem including retail stores, dealer outlets, and digital channels to assist affected users.

Reaffirming its commitment to service reliability, Safaricom said it is prioritising system stability and customer trust as it continues refining the platform.