NAIROBI, Kenya — Kenya’s leading telecommunications operator, Safaricom, has apologised to customers following widespread complaints over technical issues affecting its newly launched My OneApp platform.
The application, designed as a unified “super app,” integrates key services including M-PESA, MySafaricom, and Bonga points into a single interface aimed at simplifying user experience.
However, shortly after rollout, users reported multiple challenges, with diaspora and roaming customers among those most affected.
Complaints have centred on difficulties logging into the platform, unexpected automatic updates, and disruptions in accessing core services.
Some users indicated that their devices automatically upgraded to the new application without prior consent, further compounding frustration as they encountered login failures and limited functionality.
“This is not what we promised, and for that we are sorry,” Safaricom said in a statement on Thursday.
The company acknowledged the scale of the concerns and said it is working to stabilise the platform and restore seamless access.
“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.
Strategic shift to a “super app”
The launch of My OneApp reflects a broader strategic shift by Safaricom toward consolidating its digital ecosystem.
The move aligns with a growing trend among telecom operators globally to build “super apps” that combine financial services, communication tools, and customer rewards into a single platform.
Industry analysts note that while such integrations can enhance convenience, they also introduce complexity, particularly during early rollout phases.
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Large-scale migrations often expose system vulnerabilities, especially in authentication systems and cross-border access, areas that appear to have affected Safaricom’s initial deployment.
Implications for users and market confidence
The disruption comes at a time when M-PESA remains central to Kenya’s digital economy, handling billions of shillings in daily transactions and serving millions of users locally and abroad.
For diaspora customers, who rely heavily on mobile money for remittances, the reported access issues raise concerns about service reliability and continuity.
Safaricom has not provided a specific timeline for full resolution but maintains that technical teams are prioritising system stability and user experience improvements.
The incident underscores the challenges telecom firms face in balancing innovation with reliability, particularly when transitioning critical financial services to new digital platforms.
