Safaricom Explains Common Errors in New M-Pesa App and How to Fix Them

Since the launch of Safaricom’s new M-Pesa app, My OneApp, customers have expressed frustration over challenges experienced during the transition to the updated platform.

My OneApp was introduced by Safaricom as a unified platform that merges the My Safaricom App and the M-Pesa App into a single application.

This integration combines mobile money services such as sending and receiving money, bill payments, airtime purchase, and statement viewing with telecom services previously available on the My Safaricom App, including account management and related customer services.

The telco company has acknowledged and addressed common errors affecting users of its My OneApp, including login failures, repeated logouts, OTP delays, and missing transaction statements, and has provided guidance on resolving them.

Repeated Registration Prompts and Logout Issues

Safaricom users have reported receiving multiple prompts to complete the initial registration process on My OneApp, even after successful login, and experiencing frequent logouts after signing in.

Acknowledging the issue as a system-related glitch, Safaricom stated that a permanent fix is being developed. In the meantime, users are advised to use Safaricom mobile data for initial logins rather than Wi-Fi to stabilize access.

“Sorry for the experience. We are working on a permanent fix for this. In the meantime, kindly use mobile data for the first few logins before switching to WIFI,” Safaricom noted in a response on social media.

Additionally, frequent logouts and repeated registration prompts have also been linked to device-level settings, including battery optimization, background app restrictions, and corrupted app cache.

To resolve the issue, Android users are advised to clear the app cache or data and disable battery optimization for My OneApp, while iPhone users may need to restart the device or reinstall the app if the problem persists.

Login Failures on My OneApp, OTP, and Activation Failure Issues

Login failures have also been reported on Safaricom’s My OneApp, largely linked to unstable internet connections, server-side issues, or interference from VPN and data-splitting applications.

To fix this, users are advised to disable VPNs, use Safaricom mobile data during initial login, toggle flight mode to refresh connectivity, and retry after some time if the issue persists.

Safaricom further explains that in some cases, users are unable to complete authentication when the Safaricom SIM used for registration is not set as the default SIM for mobile data and SMS.

To resolve the issue, users are advised to ensure the Safaricom SIM card is selected as the default SIM for data and SMS, and use Safaricom mobile data during initial login.

Activation challenges, including failure to receive OTP codes, are primarily due to SIM or SMS delivery issues.

Also Read: How Safaricom Users Can Transition from the old M-PESA App to My One App

Users should ensure their Safaricom SIM is active and correctly inserted, restart their device, and retry the process. If OTPs still fail to arrive, contact Safaricom customer care for a profile reset.

Missing M-Pesa Statements in My OneApp

At the same time, some users were unable to view recent M-Pesa transactions in the new app, with some reporting missing statements dating back to January.

Safaricom has clarified that the statement viewing feature is still available within the My OneApp, advising users to access it by tapping “View statement” under the M-Pesa balance section.

“The option to view your statement on the M-Pesa App is still available. Once the new One App is under your M-Pesa balance, click on View statement,” Safaricom said in a reply.

To resolve the issue, users should ensure they are using the latest version of My OneApp and are logged in with the correct Safaricom number; persistent problems may require contacting customer support for account verification.

Also Read: Safaricom Explains How Diaspora Users Can Access M-Pesa After Login Hitch

PayPal to M-Pesa Withdrawal Errors and Fixes

Similarly, some Safaricom users attempting to withdraw funds from PayPal to M-Pesa via the M-Pesa Global option have reported a 404 “Page not found” error during redirection and account linking issues, with the system indicating the PayPal account is already linked.

Safaricom has advised users to complete the transaction directly in the M-Pesa app by accessing Global Payments, selecting the PayPal mini app, and following the withdrawal prompts, rather than relying on external redirects.

If the error persists or account linking fails, users must contact Safaricom Care and provide their personal details and a screenshot of the error for further support and account verification.