Safaricom PLC has issued a statement to its valued customers following severe issues with its newly introduced My OneApp platform, acknowledging service disruptions and a poor user experience that fell short of expectations.
In a statement dated April 16, 2026, the teleco stated that many users, particularly those in the diaspora and on roaming services, had trouble using the app. The company also stated that some customers were immediately transferred to the new platform via device auto-updates, which exacerbated the frustrations.
“To our customers, we owe you a sincere apology over the new My OneApp. We are sorry for giving you a poor experience,” the company said.
The apology underscores growing customer dissatisfaction with the rollout, which was intended to consolidate services into a single, streamlined digital platform. Safaricom conceded that the transition did not meet the promised standards, stating that the experience delivered was not aligned with its commitment to seamless and reliable service.
Digital Ambition Meets User Challenges
The My OneApp platform was developed as part of Safaricom’s broader digital transformation agenda, designed to integrate services such as M-Pesa, airtime management, and customer support into a unified interface. The company emphasized that the goal was to simplify user journeys, enhance security, and improve overall customer experience.
“We built My OneApp to serve you better, bringing all Safaricom services into one place, with simple journeys, improves security and offering a better customer experience,” the company said.
However, initial user feedback has shown severe usability and accessibility concerns, indicating a disconnect between design objectives and real-world performance. The recognition of these problems marks a watershed moment for Safaricom as it navigates the intricacies of large-scale digital deployment.
Customer Feedback Drives Urgent Response
Safaricom indicated that it has actively collected user feedback and is prioritizing issue resolution. According to the statement, technical teams are working continuously to address system inefficiencies and ensure stability across different user environments, both locally and internationally.
“We have gathered all the feedback, and we are treating your concerns with urgency, “ reads the statement.
The company’s response plan appears to be centered on speedy repair, with an emphasis on regaining user confidence.
By addressing particular pain areas such as login issues and forced relocation, the teleco aims to demonstrate responsiveness and responsibility.
In addition to backend changes, Safaricom has strengthened its customer support infrastructure. Users are urged to seek assistance through a variety of channels, including physical retail locations, representatives from customer service, and digital communication platforms.
Operational Support and Service Recovery
Safaricom emphasized that its support network, which includes retail stores and authorized dealers, is still fully operating to help affected customers. The company also emphasized its digital assistance channels, indicating a multifaceted approach to consumer interaction during the recovery process.
This strategy mirrors a larger industry trend in which operators use both physical and digital touchpoints to control service interruptions and preserve customer connections. For Safaricom, effectively resolving this event will be critical to maintaining brand confidence and loyalty.
Commitment to Long-Term Digital Excellence
Despite the challenges, Safaricom insists that My OneApp is vital to its long-term plan. The company restated its commitment to provide a safe, dependable, and always-on digital environment, establishing the platform as a foundation for future service innovations.
The apology concludes with a reassurance of ongoing improvements, signaling that the current issues are being treated as a high-priority operational concern.
As Safaricom works to stabilize the platform, the effectiveness of its corrective measures will likely determine user retention and the overall success of its digital integration strategy.
