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Safaricom has rolled out a new update to its My OneApp following widespread public criticism over technical glitches and usability issues.
The app, launched on April 2, 2026, was designed to merge the MySafaricom App and the M-PESA App into a single platform, offering users a seamless all-in-one digital experience. However, its rollout was met with backlash from customers who reported multiple challenges affecting access and transactions.
On Tuesday, April 21, 2026, the telecommunications giant announced a new update, version 5.1.5, now available on the Google Play Store, aimed at addressing the concerns raised.
“Dear Customer, My OneApp version 5.1.5 is now available on the Play Store, with improvements to enhance user experience,” read part of the message sent to users.
Issues Raised by Users Regarding My OneApp
Following its launch, users reported widespread difficulties logging into the app, especially those using Wi-Fi, roaming services, or accessing it from outside the country.
Many cited failed or delayed OTP verification and the requirement for a Safaricom mobile data connection as major barriers.
There were also complaints about frequent logouts, forcing users to repeatedly re-enter their PINs or verification codes.
Also Read: Safaricom Rolls Out My OneApp as It Consolidates M-PESA and MySafaricom Services
Additionally, customers raised concerns over the loss of previously saved data, including paybills, contacts, and favourite transactions, which were not successfully migrated from older apps.
Performance issues such as app crashes, slow loading speeds, and failed transactions were also reported, with some users noting that core financial services, including M-PESA payments, airtime purchases, and other in-app features, were unreliable at launch.
Further criticism centred on the app’s reliance on constant internet connectivity and lack of offline functionality.
What’s New in the Update
In response, Safaricom has introduced several improvements in version 5.1.5 to enhance performance and usability. These include:
- Restoration of the “Favourites” tab within transactions, allowing users to easily save and access frequently used contacts.
Also Read: Safaricom Moves to Address Concerns Over My OneApp
- Improvements to the “Frequents” section, enabling quicker access to commonly used services and apps.
- Enhanced app stability and performance to reduce crashes, login failures, and transaction errors.
- Fixes aimed at improving data migration and restoring key functionalities.
How to Set Up My OneApp
To set up or update the app:
- Download or update My OneApp from the Google Play Store.
- Ensure your Safaricom SIM card is set as the primary line (SIM 1).
- Turn on mobile data and avoid using a VPN.
- Toggle Airplane Mode on and off, then open the app.
- Register using your phone number and enter the OTP sent to your device.
- Choose your preferred login method, biometric authentication or your M-PESA PIN.
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A Safaricom employee demonstrating how the My OneApp works during its launch. PHOTO/Safaricom
