Safaricom Clarifies Whether My OneApp Will be Disbanded

Telecommunications giant Safaricom has issued a clarification on whether the new My One App, which merged the My Safaricom App and M-Pesa, will be disbanded.

This is after users have reported receiving multiple prompts to complete the initial registration process on My OneApp, even after successful login, and experiencing frequent logouts after signing in.

Kenyans living abroad have also raised concerns over difficulties accessing services on Safaricom’s My OneApp, citing login challenges that have locked some users out of their M-Pesa accounts.

Safaricom Says It Is Working to Resolve Issues Surrounding My OneApp

In a statement on Thursday, April 16, Safaricom apologized to its customers over the new My One App after users experienced difficulties logging in.

“We are sorry for giving you a poor experience,” Safaricom said.

“Many of you have experienced challenges while accessing the app and when you did, the experience fell short. Particularly, to our roaming and diaspora customers who have had more challenges logging into the new app, and for those who had auto-update settings on their phones and were automatically moved to the new My One App. This is not what we promised, and for that we are sorry.”

Also Read: Safaricom Explains How Diaspora Users Can Access M-Pesa After Login Hitch

Safaricom Explains Why it Developed My OneApp

At the same time, Safaricom 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.

It, however, acknowledged that customer feedback has pointed to challenges following the rollout, adding that it is actively addressing the issues raised.

The company said it has collected user feedback and is treating the concerns with urgency, with technical teams working to fix the problems affecting access and performance of the application for users both in Kenya and abroad.

Safaricom added that customers experiencing difficulties can still access support through its customer care teams, Safaricom retail shops, dealer outlets, and other service points across the country.

It also directed users to its digital support channels, including email, Facebook, and X (formerly Twitter), for assistance.

“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,” Safaricom added.

Also Read: COFEK Pushes CAK to Probe Safaricom Over My OneApp Forced Migration

About the App

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.

Safaricom Chief Financial Services Officer Esther Waititu stated that for the first time, customers can see their M-PESA balance, GSM balance, bills, bundles, and financial services in one place.

Beyond integration, Safaricom says My OneApp is designed to learn user behavior over time.

Users can customize quick actions, automate bill payments, edit favorite services, and access tailored bundles from a single dashboard.

The app also integrates biometric authentication, fraud reporting, PIN recovery, and network diagnostics without requiring USSD or contact center support.