Safaricom PLC has issued a public apology following widespread customer complaints over the rollout of its new My OneApp, acknowledging that the transition fell short of expectations and disrupted services for thousands of users.
In a notice dated April 16, 2026, the telco admitted that customers experienced a “poor experience” after the new application replaced the older platform, with the impact being felt most sharply among Kenyans in the diaspora and users whose apps updated automatically.
“We apologise for the challenges experienced following the transition to My OneApp. The experience did not meet our expectations or those of our customers,” Safaricom said in the statement
Many customers outside the country reported difficulties logging into the platform, effectively locking them out of essential services such as airtime management and account access.
At the same time, users whose devices auto-updated to the new system encountered unexpected glitches, sparking frustration online and across customer support channels.
The company said the My OneApp had been designed to streamline services by bringing all its offerings under one digital roof, simplifying navigation and strengthening security.
However, the initial rollout appears to have exposed technical weaknesses that undermined that goal.
Safaricom now says its technical teams are working around the clock to fix the issues and stabilise the platform, promising a smoother and more reliable experience in the coming days.
As a stop-gap measure, the telco has directed affected customers to seek assistance through its physical shops and authorised dealers across the country.
Customers can also reach support via email and official social media handles, including Facebook and X.
The apology comes amid growing scrutiny over digital transitions by major service providers, especially in Kenya’s highly competitive telecommunications sector where reliability remains a key customer expectation.
Safaricom has reaffirmed its commitment to delivering a secure, seamless, and always-available digital experience, even as pressure mounts to restore user confidence after the troubled launch.
