Safaricom PLC has issued a formal message to customers acknowledging challenges experienced with the recent launch of My OneApp, the unified platform that combines M-PESA and MySafaricom services.
In the statement dated 16 April 2026, the company expressed sincere regret for the poor user experience, particularly affecting customers who faced difficulties accessing the app, including roaming users and members of the diaspora whose devices were automatically updated or had auto-update settings enabled.
The company has taken a transparent and proactive approach by publicly addressing the issues and outlining immediate remedial actions.
Why My OneApp Was Built
Safaricom developed My OneApp with the objective of delivering a single, simplified interface for all its services.
The platform was intended to improve overall customer convenience, enhance security features, and provide a more streamlined digital journey by consolidating previously separate applications into one cohesive experience.
However, the company has openly acknowledged that the initial rollout has not met its own expectations or those of its customers.
Immediate Actions Being Taken
Safaricom has mobilised cross-functional teams to work around the clock to resolve the reported issues. The company is actively gathering feedback and prioritising fixes. Customers experiencing difficulties can seek support through the following channels:
- Customer Care Teams: Available via voice and digital support.
- Safaricom Shops and Dealer Outlets: For in-person assistance.
- Email: customercare@safaricom.co.ke
- Social Channels: Facebook (@SafaricomPLC), X (@SafaricomPLC), and the dedicated My OneApp care handle.
The company has emphasised that it remains fully committed to delivering a safe, secure, and seamless digital experience for all users.
READ ALSO:Safaricom My OneApp Mini-Apps Not Working: Quick Fixes for M-PESA & Financial Services
Strategic Relevance and Outlook
The public statement and rapid response reflect Safaricom’s recognition of the importance of maintaining customer trust in its flagship digital platform.
My OneApp is a cornerstone of the company’s long-term digital transformation strategy, and resolving the early teething problems is critical to its successful adoption.
While the initial launch encountered challenges, Safaricom’s willingness to communicate openly and commit resources to stabilisation efforts demonstrates accountability and a customer-centric approach.
As of 16 April 2026, customers facing difficulties are encouraged to use the official support channels listed above.
My One app Overview
MySafaricom App (often searched as My One app Safaricom) lets customers buy bundles, manage lines, and access services.
My One app download / My One app Safaricom download refers to installing this official Safaricom self-care app.
M-PESA is Safaricom’s mobile wallet for sending money, paying bills, and buying airtime. The M-PESA app allows full wallet management, including transactions and statements.
M-PESA app download installs the official wallet app, while Mpesa app login is done using your Safaricom number and PIN after registration.
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