Kenyans living abroad have 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.
In a complaint shared online, one X user, @GathogoBMwangi, decried the situation as frustrating and inconvenient, saying all diaspora users had been logged out and could only log back in via a Safaricom network connection.
“You have logged out all of us, and the only way to log in again is to have the Safaricom network connected, which doesn’t work on roaming. One had to wait to come to Ke so they could activate the app,” she lamented.
“Now tell me, what do you want me to do with the money in my M-Pesa? How will I continue using it? Huge disappointment!”
Safaricom Explains How to Log Into My OneApp After Users Raise Concerns
In response, Safaricom acknowledged the issue and advised affected customers to ensure their Safaricom SIM cards are set as the primary line.
The telco giant went on to advise the users to ensure that roaming is activated, and to use mobile data instead of Wi-Fi during the first login attempt.
Also Read: Safaricom Unveils AI-Powered App, Combining MySafaricom and M-PESA
The company emphasized that the App does not operate when the SIM card is not detected or is not in the phone.
To detect the SIM card, the app requires a mobile data connection.
“To log back into My OneApp while abroad, ensure your Safaricom SIM is inserted as primary, roaming is active, and use mobile data (not Wi‑Fi) for the first login. You can switch to Wi‑Fi after. Thanks for your patience,” Safaricom said.
“The One App has enhanced security features that require the physical SIM card or eSIM to be present on the device. This measure was introduced to strengthen fraud mitigation and protect your account.”
However, another user, @RealDenval, while responding to Safaricom, complained about roaming issues, saying the service failed to work, forcing him to rely on alternatives such as Visa.
In response, Safaricom Care asked the user to share his details via direct message, including his phone number, name, and a screenshot of the error, to facilitate assistance.
At the same time, some users decried the repeated process, questioning when the cycle would end and saying that having to go through the same procedure every time they use the app is exhausting.
According to Safaricom, a person can switch to Wi-Fi after a number of logins.
Also Read: Safaricom SMS Drops To 13.15 Billion As Call Durations Lag
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.
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.
