M-PESA Ethiopia has moved to reassure its customers after its new telco-agnostic app, introduced on December 1, 2025, became unreachable on Ethio Telecom mobile data, cutting off users from logging in or accessing their money.
In a statement issued in Addis Ababa on December 5, the company explained that the disruption only affects mobile data access through Ethio Telecom, even though the platform was launched to work across all networks.
According to the company, the new application was created to give every Ethiopian simple and secure access to digital financial services without depending on a specific operator.
It confirmed that “the app, designed to provide any Ethiopian with secure and simple access to digital financial services across all mobile networks, is currently not accessible on smartphones using mobile data services managed by Ethio Telecom.”
The app, described by M-PESA Ethiopia as a “revolutionary telecom agnostic customer-centric financial services app,” was introduced to allow users to transact regardless of their preferred network provider.
The firm noted that the platform had already received full approval from the National Bank of Ethiopia and the Information Network Security Agency, affirming compliance with all regulatory standards.
In its statement, the company stressed that the current disruption does not interfere with its operations or licensing. It reminded customers that “M-PESA Ethiopia is a stand-alone legal entity duly registered in Ethiopia and holder of a Payment Instrument Issuer (PII)-license issued by the NBE,” adding that it retains full authority to continue delivering its services nationwide.
The fintech company said its technical teams were already working on restoring full digital access. “We would like to confirm that our team is working diligently to maintain access to M-PESA and restore full digital reachability as quickly as possible,” it said, adding that it was also in direct contact with regulators to fast-track a resolution.
M-PESA Ethiopia pointed out that the app was built to give users more flexibility and better service, and noted that customer freedom was at the centre of its digital strategy. “We remain committed to protecting your freedom of choice as well as ensuring uninterrupted access to the digital and financial tools that you rely on,” it said.
The blockage comes as the company pushes to widen the availability of mobile money services beyond network boundaries. The telco-agnostic model was meant to give Ethiopians the chance to use digital finance tools without being tied to one operator, especially at a time when mobile financial services are expanding across the country.
By offering services such as payments, transfers and account management, the platform had been positioned as a major step forward for financial inclusion. The current interruption on Ethio Telecom’s mobile data, however, could slow down uptake if the matter is not settled quickly.
Even so, M-PESA Ethiopia assured users that their accounts and funds remain safe, adding, “We are actively engaging with regulators to resolve the matter urgently.” The company said it aimed to be transparent throughout the process and would keep working to restore full functionality.
While the statement did not reveal the cause of the blockage, the company emphasised that it is committed to resolving the issue and protecting customer interests. It ended the statement by reaffirming its pledge to restore full service as soon as possible.
