Safaricom PLC has issued a public apology following widespread complaints from customers over a poor user experience linked to its newly integrated My OneApp platform.
Safaricom Admits Platform Fell Short
In a statement dated April 16, 2026, Safaricom acknowledged that many users have faced significant challenges accessing services on the app, particularly after being automatically migrated from older platforms.
The telco admitted that the overall experience “fell short” of customer expectations, with roaming and diaspora users among the hardest hit due to login and accessibility issues.
Transition to Super App Faces Backlash
The My OneApp platform was designed to consolidate multiple services—including airtime purchase, data bundles, and M-PESA—into a single, seamless digital ecosystem.
However, customer feedback has highlighted a range of issues, including:
- Difficulty logging in
- Poor navigation and usability
- Service access disruptions
- Confusion following automatic app updates
Many users expressed frustration after being transitioned to the new system without prior notice, complicating the onboarding process.
Technical Teams Working to Fix Issues
Safaricom says it is moving with urgency to resolve the challenges, noting that its technical teams are working around the clock to stabilise the platform and enhance performance for users both in Kenya and abroad.
The company reaffirmed its commitment to delivering a reliable and user-friendly digital experience as it works to address the shortcomings.
Customers Advised to Seek Support
Affected customers have been encouraged to seek assistance through official channels, including Safaricom shops, authorised dealers, and digital customer care platforms.
The apology comes as Safaricom faces mounting pressure to restore user confidence and ensure a smoother transition to its all-in-one app experience.
