Safaricom PLC has issued a public apology to customers following widespread disruptions on its new My OneApp platform, acknowledging that many users have experienced difficulties accessing the service.
In a statement dated April 16, 2026, the company said the rollout did not meet user expectations, with both local and diaspora customers reporting problems such as failed logins and difficulty navigating the app.
“To our customers, we owe you a sincere apology over the new My OneApp. We are sorry for giving you a poor experience,” the statement read.
The firm said the problems were more severe among roaming and diaspora users, many of whom were automatically moved to the new version through device auto-update settings, leading to access challenges.
“Many of you have experienced challenges while accessing the app and when you did, the experience fell short. Particularly, to our roaming and diaspora customers who have had more challenges logging into the new app,” it said.
Safaricom said the transition did not meet the service levels it had promised, even as it explained that the goal of My OneApp was to bring all services into one platform, improve security, and simplify customer experience.
“We built My OneApp to serve you better, bringing all Safaricom services into one place, with simple journeys, improved security and offering a better customer experience,” the company said.
However, feedback from users has exposed gaps in the system, forcing the company to review both the rollout process and technical performance. Safaricom said it has already gathered complaints and is focusing on urgent fixes.
“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,” it said.
The company has urged affected customers to use its customer care centres, retail shops, email support, and official social media channels while repairs continue.
The My OneApp rollout is part of Safaricom’s wider plan to combine mobile money, connectivity, and customer support services into a single digital platform.
However, the current disruptions highlight the challenges of large-scale system migrations serving millions of users across different regions.
Safaricom says it is working to stabilise the platform and restore smooth access as it seeks to rebuild customer confidence.