Safaricom Moves to Address Concerns Over My OneApp

Safaricom PLC has issued a public apology following widespread customer complaints about its newly launched My OneApp, acknowledging that the platform has not delivered the expected user experience, particularly for diaspora and roaming customers.

In a statement dated April 16, 2026, Safaricom admitted shortcomings in the rollout of the updated application and expressed regret over the disruption caused to customers.

The company said:

“We owe you a sincere apology over the new My OneApp. We are sorry for giving you a poor experience.”

It further acknowledged that many users faced access challenges and inconsistent performance even after successfully logging in.

“Many of you have experienced challenges while accessing the app and when you did, the experience fell short.”

Also Read: Safaricom Explains 5 Things You Need to Know About My OneApp

Diaspora and Roaming Users Most Affected

Safaricom specifically highlighted difficulties experienced by customers outside Kenya and those affected by automatic app updates.

“Particularly, to our roaming and diaspora customers who have had more challenges logging into the new app, and for those who had auto-updates settings on their phones and were automatically moved to the new My OneApp.”

The company admitted the rollout did not meet its intended standards, stating,

“This is not what we promised, and for that we are sorry.”

Why My OneApp Was Built

Safaricom defended the purpose behind the platform, saying it was designed to improve service delivery and simplify access to multiple services.

“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.”

However, the company conceded that customer feedback has revealed gaps that need urgent attention.

“Your feedback has made it clear that we can deliver better customer experience. We hear you, and we are fixing it.”

Also Read: Safaricom Rolls Out My OneApp as It Consolidates M-PESA and MySafaricom Services

Ongoing Fixes and Improvements

Safaricom said its technical teams are actively working to resolve the reported issues and restore smooth functionality across regions.

“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.”

The company added that it is prioritising seamless access for both local and international users.

Customer Support Channels Open

Customers experiencing challenges have been urged to seek assistance through Safaricom’s support network, including physical and digital channels.

These include customer care teams, Safaricom shops, dealer outlets, and online platforms such as email and social media.

Safaricom concluded by confirming its apology and commitment to improving the service.

“Once again, we are truly sorry for this experience and we are committed to delivering a safe, secure and always on digital experience.”

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Safaricom apology notice to its customers
PHOTO/Safaricom