Safaricom has issued an apology to customers following the automated migration from the M-PESA App to the My OneApp platform.
In a shared message to the a section of users, the company acknowledged that the transition affected users and caused inconvenience during the process.
“Dear Customer, we are sorry for the inconvenience you experienced when you were automatically migrated from the M-Pesa App to My OneApp,” the message read in part.
Safaricom Gifts Affected M-PESA Users in Apology
This migration occurred without any manual action by the customer, as the system automatically moved the user from the M-PESA App to My OneApp.
In its statement, Safaricom said it regrets the disruption experienced.
Safaricom, in response to the disruptions, offered a data bundle as an apology and a gesture of appreciation for the customer’s patience during the transition.
“Please accept 1GB from us as a token of our appreciation for your patience,” the message further read.
The company maintained that customer support remains available to resolve concerns arising from the app migration process.
In addition, Safaricom directed the customers to their support channel for further assistance regarding issues linked to the My OneApp experience, with the users urged to contact customer care using the email [email protected] with the subject as ‘My OneApp’.
Customers React
Public reactions have since emerged following Safaricom’s apology message to customers who were automatically migrated from the M-PESA App to My OneApp.
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The apology has triggered criticism from a section of users who argue that compensation does not address the core issue of forced migration.
X user @georgeoketch12 on April 18, 2026, rejected the 1GB data offer, calling for reinstatement of the original M-PESA App rather than incentives tied to continued use of the new platform.
Further reactions from users in the discussion thread under @georgeoketch12’s post indicated widespread dissatisfaction. User @jj_barak reported uninstalling My OneApp after repeated attempts to use it, describing the experience as unsuitable for routine transactions and stating that customers should not be used as testers for unfinished products.
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Other users, including @MgBrio, raised concerns about the migration from the M-PESA App to My OneApp, arguing that users were not consulted prior to the change.
Additional feedback focused on functional concerns, with users pointing to missing or altered services previously available on the M-PESA App, including payment integration tools and related financial features.
