Safaricom has addressed concerns raised by users on social media over difficulties accessing and using the newly launched My One App, which merges M‑PESA and MySafaricom services into a single platform.
Since its rollout, users have reported login challenges, device compatibility issues, and restrictions tied to mobile data and network access.
One user questioned Safaricom’s service reliability, saying he could not complete routine money transactions despite repeated attempts to use the app, only to be told that his device was not compatible.
The user also pointed to growing online complaints about money transfers, reversals, unexplained Fuliza deductions, persistent promotional messages, and frequent line replacement issues.
Safaricom responded to the concerns, explaining the purpose and access requirements of the app.
“The One App combines the M‑PESA and MySafaricom app features to provide a seamless experience. To download or update to the most current version, customers should open the Play Store for Android or the App Store for iOS, search for ‘One App’, then select download or update,” stated Safaricom.
The company added that users must activate the app using Safaricom mobile data for security verification, after which other internet connections, including Wi-Fi, can be used.
Also Read: Safaricom Explains How Diaspora Users Can Access M-Pesa After Login Hitch
Downloading, Updating, and Device Compatibility for the Safaricom My One App
Before using the Safaricom My One App, users must ensure they are running the latest version of the app.
To download or update the app, users should open the Google Play Store on Android devices or the App Store on iPhones, search for “One App”, select the app, and tap Download or Update.
Users should allow the installation to be completed before opening the app.
Device compatibility is critical for successful use. The app requires a recent version of Android or iOS and a phone that meets the minimum security and performance specifications.
If a phone displays a “not compatible” message, it means the device model or operating system does not meet the current requirements set by Safaricom.
First‑Time Activation Requirements and Security Verification
First‑time activation has caused confusion for many users and comes with strict requirements. Safaricom states that the first login must be completed using Safaricom mobile data.
For activation to succeed, users must have:
- A Safaricom physical SIM card or eSIM inserted
- The Safaricom line set as the primary SIM
- Safaricom mobile data switched ON
- Wi‑Fi switched OFF
- VPN services or Private Relay switched OFF
According to Safaricom, this process is designed to confirm that the SIM card is physically present in the device and to prevent fraud, SIM swap abuse, and unauthorized access to M-PESA accounts.
Also Read: Safaricom SMS Drops To 13.15 Billion As Call Durations Lag
Using the App After Activation, Wi‑Fi Access and Roaming Limitations
After a successful first‑time login using Safaricom mobile data, users can switch back to Wi‑Fi and use other internet connections as usual.
Normal M‑PESA and account functions then become available, and users will not be required to use Safaricom data for every login unless the app requests verification again.
However, the app cannot be activated on Wi‑Fi.
The Wi-Fi option becomes available to users only after activation is complete.
For users outside Kenya, initial activation cannot be completed while roaming because the app requires direct verification on the Safaricom network, which roaming networks cannot support.
Users who are logged out while abroad may need to activate the app while in Kenya or complete activation before traveling.
For those already roaming or in the diaspora, Safaricom advises users to enable roaming and, where possible, ensure a Safaricom data bundle is active.
Logout Issues, Unsupported Devices and Common Errors
The company stated that unexpected user logouts occur due to app updates, security upgrades, SIM swaps, line replacements, or network verification refreshes.
If users are logged out, they should turn off Wi-Fi, enable Safaricom mobile data, disable VPN or Private Relay, and log in again.
The app may also fail to work on certain devices if the Android or iOS version is outdated or if the phone does not meet current security standards.
In such cases, users should update their operating system, contact Safaricom Care to confirm their phone model and OS version, or use a compatible device if required.
Common errors and fixes include:
- App won’t activate: Use Safaricom mobile data and turn off Wi‑Fi
- Login stuck: Disable VPN or Private Relay
- SIM not detected: Ensure the Safaricom SIM is set as primary
- App fails on Wi‑Fi: Complete first activation using mobile data
- App not working abroad: Initial activation requires Safaricom network access
Transition From Old Apps, Data Migration, and Why Safaricom Introduced My One App
Some users may still access MySafaricom if it is already installed, but most M‑PESA services are now handled through the My One App, with full migration ongoing.
On user data, saved bills from Bill Manager will be migrated to My One App. However, other saved favorites, frequent numbers, or preferences may need to be added manually, as official FAQs do not confirm full migration of all data.
Users can personalize quick actions later in the app by going to Quick Actions → View All → Edit to add, remove, or reorder features.
The company says the My One App was introduced for fraud prevention, enabling SIM-based authentication and improving the protection of M-PESA balances, with the aim of reducing account takeovers and SIM-swap incidents.
