Safaricom’s new My OneApp has triggered widespread user complaints, with customers raising concerns over forced migration, performance challenges, and changes to mobile money access features.
The app, which integrates M-Pesa and MySafaricom into a single platform, was automatically pushed to millions of users on April 1 to enable faster access to services through AI.
The rollout has now attracted attention from policy and regulatory stakeholders amid questions over compliance with consumer protection expectations.
Communications Authority of Kenya (CA) and the Competition Authority of Kenya (CAK) are being urged by stakeholders to assess whether the migration process adhered to principles of informed consent and uninterrupted service continuity.
COFEK Calls for Regulatory Scrutiny
Consumers Federation of Kenya (COFEK) Secretary-General Stephen Mutoro has raised concerns over whether the forced migration aligns with consumer protection standards on informed consent and uninterrupted service delivery.
Also Read: How Safaricom Users Can Transition from the old M-PESA App to My One App
COFEK argues that users of essential digital financial services should not be transitioned to new platforms without clear opt-in consent, particularly where service functionality and user experience are materially affected.
The organization is now pushing the Competition Authority of Kenya (CAK) to investigate whether the rollout process complies with fair consumer practice provisions, particularly regarding transparency and service continuity obligations in a dominant market environment.
The Communications Authority of Kenya (CA) has also been called to investigate the implications of large-scale forced digital migrations in essential services.
“Safaricom must be held accountable. CA and CAK must investigate whether this forced migration violates consumer protection law on informed consent and service continuity,” said Mutoro.
Safaricom Rollout and Forced Migration of Users
The My OneApp was introduced as part of Safaricom’s digital consolidation strategy, aimed at merging key services into a single interface.
However, users report that the app was deployed as an automatic update, with no clear opt-in process for the migration.
This means existing users of M-Pesa and MySafaricom were transitioned to the new platform without explicit confirmation or choice.
Also Read: Safaricom Explains How Diaspora Users Can Access M-Pesa After Login Hitch
The rollout has been described by users as abrupt, particularly given the central role of M-Pesa in daily financial transactions across Kenya.
Customers have reported confusion over interface changes and difficulty locating previously familiar features such as saved playbills and transaction shortcuts.
For many, the transition required them to resave login credentials and biometric authentication every time they accessed the app.
My OneApp User Complaints and Technical Challenges
Within 72 hours of its deployment, users began reporting a range of technical issues in accessing the app’s functionality.
Users argue that this imposes unnecessary costs, particularly for those in low-connectivity environments or those relying on WiFi-only access, and, in truth, one user said that Safaricom is forcing its users to buy mobile data.
“Why can’t Safaricom allow users to access the Safaricom/M-Pesa app data freely? I mean, it’s their app and their line. Why do we need to buy data to access it,” said Wambua on X.
Users have reported repeated logouts, slow loading times, and instability during login and verification processes.
Safaricom responded by saying that the app is still being improved.
“Sorry for the inconvenience. We understand the previous M-PESA app worked well for you, even while roaming. The new app is still being improved, and your feedback is noted,” stated Safaricom.
There have also been reports that biometric authentication settings are not consistently retained, requiring users to re-enable security features after device restarts.
While such measures are often presented as security enhancements, users have described them as inconvenient and inconsistent with expectations for a mature mobile money platform.
Diaspora users have additionally raised concerns about verification processes that may require roaming data, increasing costs for international customers attempting to access services remotely.
