Safaricom says it is working to fix glitches reported by some of its customers when logging into its newly launched all-in-one mobile application.
‘To our customers, we owe you a sincere apology over the new My OneApp. We are sorry for giving you a poor experience,’ Kenya’s largest telco said in a statement on Thursday.
Kenya’s largest telco has, since last week, been automatically migrating customers from its M-Pesa app to a new platform dubbed ‘My OneApp’, which consolidates mobile money services with customer management tools housed in the standalone MySafaricom app.
The new app integrates services such as sending money, buying airtime and data bundles, paying bills, and accessing investment products, alongside account management tools including home internet services.
Some customers, however, have encountered difficulties logging into the telco’s new ‘My OneApp’, which has replaced the standalone M-Pesa app following an automatic migration rolled out over the past week.
As part of the rollout, users were automatically logged out of the old M-Pesa app and required to re-authenticate their accounts via a one-time password (OTP) sent to their Safaricom SIM cards.
The process requires users to set their Safaricom line as the primary SIM and to use Safaricom mobile data during login, effectively restricting initial access to the app to Safaricom’s own network. This has locked out users attempting to log in via Wi-Fi, alternative data providers, or virtual private networks (VPNs).
The restrictions have proven particularly challenging for Kenyans abroad, many of whom are unable to access the network without enabling roaming services, with some still reporting failed login attempts.
‘This is not what we promised, and for that we are sorry,’ the company said in the Thursday statement.
Some customers have also reported being repeatedly logged out even after successful authentication, forcing them to repeat the process multiple times.
Safaricom had earlier in the week indicated that mobile data may be required ‘for the first few logins,’ contradicting initial communication that the requirement applied only once.
Users also reported that Face ID and fingerprint-enabled devices still require manual PIN entry to access the app, while others reported losing previously saved Paybill and Till numbers during the migration.
‘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 statement said.
M-Pesa supports more than 37 million person-to-person transactions daily, valued at over Sh2 billion. For the year ended March 2025, it generated Sh161.1 billion in revenue in Kenya, making it Safaricom’s largest revenue driver.