Safaricom has issued a public apology to its customers after widespread complaints over its newly launched My OneApp, admitting the platform delivered a poor user experience that left thousands of Kenyans frustrated.
App rollout goes wrong
The telecommunications giant released a statement acknowledging that many customers struggled to access the My OneApp since its launch. Those who managed to log in reported that the experience fell far below expectations.
“To our customers, we owe you a sincere apology over the new My OneApp. We are sorry for giving you a poor experience,” Safaricom said in an official statement.
The company specifically flagged roaming and diaspora customers as among the hardest hit by the technical difficulties.
Kenyans vent anger online
The backlash on social media was swift and sharp. Nairobi resident Njenga Mwoha posted on X, formerly Twitter: “This is nonsense… you are running a beautiful company like a kiosk without considering the needs of Kenyans. I have been sitting at Junction Safaricom the whole day because of your inefficiency.”
The complaints piled up across platforms as users reported being locked out of services they depend on daily for mobile money transfers, data bundles, and account management.
A Pattern of Service Disruptions
This is not the first time Safaricom has been forced to apologise to its customer base. In September 2025, an M-Shwari outage blocked customers from depositing or withdrawing money after the company upgraded its M-Pesa systems between 12:30am and 3:30am.
CEO Peter Ndegwa also publicly apologised in late June 2024 following a major internet outage that hit during anti-government demonstrations, which drew accusations — denied by the company — that the blackout was deliberate to disrupt Gen Z protesters’ communication.
What Safaricom Says Now
Safaricom has assured customers that its technical teams are working to resolve the My OneApp issues and restore a seamless experience. The company has not disclosed a specific timeline for a full fix.
With over 40 million subscribers across Kenya, any disruption to Safaricom’s platforms carries significant economic weight, particularly for small traders and businesses that rely on M-Pesa and related services for daily transactions worth billions of Kenya shillings.
