Telecommunications company Safaricom has urged users of the My OneApp to update to version 5.15 on the Google Play Store.
Safaricom merged its M-PESA, MySafaricom, and Bonga services into a super app, creating a one-stop shop for all its services.
But users complained about login hitches affecting access to the platform.
Safaricom Asks Users To Update My OneApp To Version 5.15
The announcement about the update came after an X user, @nj3ngv, reported that the app repeatedly asked him to log in using mobile data and his primary number.
“Having to do this shit every time you open the app is irritating @Safaricom,” he complained.
In response, Safaricom advised him to update the app to the latest version to resolve the issue.
“Our apologies for the inconvenience. This is now fixed, please update to My OneApp v5.15, restart your phone, and retry,” Safaricom replied.
“If it persists, clear cache/data and log in once on mobile data, then you can switch back to Wi-Fi.”
Also Read: Safaricom Gifts Affected Customers in Apology Over Automated App Migration
Safaricom has publicly acknowledged that the app had login issues and that most financial mini-app services were not working.
The company apologized to its millions of customers following overwhelming complaints about flaws experienced on its My OneApp platform.
The core issues included login failures, frozen transfers, sluggish performance, and unexpected logouts.
The most acute complaints came from Kenyans abroad, who found that My OneApp requires a Safaricom SIM with active Safaricom mobile data to log in.
For diaspora users and travelers who rely on Wi-Fi or foreign SIMs, the requirement effectively locked them out of their M-Pesa accounts.
Others said their phones auto-updated apps, automatically moving them to the new My OneApp.
“This is not what we promised, and for that we are sorry,” Safaricom said in a statement.
“We have gathered all the feedback, and we are treating your concerns with urgency. Our teams are working around the clock to resolve the issues you have raised, so that whether you are in Kenya or abroad, you can seamlessly access and use My OneApp.”
Also Read: Safaricom Reveals How Users Can Access Deleted Calls and SMS History Records
Safaricom Explains Why it Created My OneApp
Safaricom unveiled My OneApp, a redesigned AI-powered platform that merges M-PESA and the MySafaricom App into a single intelligent ecosystem.
The convergence brought together the standalone M-PESA App and the MySafaricom App into a unified Super App serving over 6.5 million 30-day active users and hosting more than 80 mini-applications within its ecosystem.
The Telco giant explained the rationale behind the development of its new My OneApp, saying the platform was designed to consolidate its services into a single interface.
The telecommunications company said the move was aimed at improving user experience by simplifying access to its services, strengthening security, and streamlining customer journeys.
