Safaricom has explained why some customers experience frequent logouts while using the My OneApp, following complaints from users about repeated sign-ins.
The clarification came after a customer said the app required activation several times within an hour while roaming, raising concerns about the user experience.
“@Safaricom_Care, I have activated your app like 5 times in the past hour, and it keeps logging me out. Is it a requirement now to use only Safaricom data with the app?” the user questioned.
Why the My OneApp Requires Repeated Sign-Ins
In response, Safaricom said My One App verifies a user’s identity using their Safaricom SIM card and mobile data as an added security measure.
The telecommunications company explained that when customers access the app using Wi-Fi, particularly while roaming, the app may require them to sign in again to complete the verification process.
“We understand how frustrating this is. For security reasons, the App verifies your identity using your SIM card and data on. When using Wi-Fi, especially while roaming, the app may require you to sign in again,” Safaricom explained.
Safaricom apologized for the inconvenience, saying the repeated authentication is part of its security measures designed to protect customer accounts on My OneApp.
Why MyOneApp is Linked to SIM Card
In a statement on April 18, Safaricom stated that under the update, user logins will be linked to a customer’s Safaricom SIM card to ensure only verified users can access their accounts.
Also Read: Safaricom Asks Users To Update My OneApp To V5.15 After Fix
“We’ve introduced a new security layer on MyOneApp to better protect your account. By linking your login to your Safaricom SIM, we ensure it’s always you accessing your services— keeping fraudsters out,” read part of the statement.
For first-time login, users are required to set their Safaricom line as the primary data SIM, use mobile data instead of Wi-Fi, and complete a quick authentication process.
Safaricom noted that once logged in, use of MyOneApp will not consume mobile data.
However, users may be required to re-authenticate if the SIM card is removed or changed.
Services Available on My OneApp
My OneApp integrates the M-PESA app and mySafaricom app into a single digital platform, allowing Safaricom customers to conveniently access M-PESA services, connectivity options such as data, minutes, and SMS, and offerings like Bonga, M-Shwari, and ZiiDi, all within a single seamless experience.
Also Read: Safaricom Clarifies Whether My OneApp Will Be Disbanded
My OneApp offers a range of integrated services and features to its customers.
These include M-PESA services, such as transactions, balance checks, statements, and access to Pochi Wallet.
It also provides GSM services, including airtime and data bundles, account balances, and Bonga points management.
Users can also access Home Fiber services and the Quick Care section, which covers security tools, PUK retrieval, fraud reporting, subscription management, and line control.
The app further allows users to customize their experience through quick actions.
Additional features include Zuri and Scan-to-Pay functionality, a global search tool for easier navigation, and Mini Apps that integrate third-party services such as investment, credit, transport, and entertainment platforms.
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