A public apology issued after widespread user difficulties with a newly launched digital platform marks a rare acknowledgement of service disruption, as efforts intensify to restore confidence and stabilise access across one of Kenya’s most widely used telecom and financial ecosystems.
Safaricom addressed customers directly following complaints linked to My OneApp, conceding that the rollout fell short of expectations and affected access to core services for a segment of users.
The statement pointed to login challenges, limited functionality after access and broader usability gaps that emerged soon after the application was introduced as a unified platform for telecom and financial services.
Particular attention was drawn to roaming and diaspora customers who encountered added barriers when attempting to log in, as well as users whose devices automatically updated to the new platform without prior transition options.
“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.
The company acknowledged that the experience delivered through the platform did not match initial expectations set during its rollout phase.
My OneApp had been positioned as a centralised interface bringing together M-PESA, MySafaricom and other digital services into a single platform aimed at simplifying user journeys, strengthening security and improving service access.
The early challenges, though, exposed the operational risks associated with consolidating multiple high-traffic services into one system without a fully stabilised transition path.
Safaricom indicated that it has since compiled user feedback from multiple channels and initiated a coordinated response to address the reported issues.
“Our teams are working around the clock to resolve the issues you have raised, so that whether you are in Kenya or abroad, you can seamlessly access and use My OneApp,” the company said.
The response includes mobilisation of technical teams to improve system performance, alongside expanded customer support through retail outlets, dealer networks and digital service channels.
Customers have been directed to engage through email, social media platforms and physical service points as part of efforts to maintain service continuity while fixes are deployed.
The episode places focus on execution risk in large-scale digital integrations, where platform consolidation must balance innovation with reliability across a large and active user base.
For Safaricom, the apology signals both recognition of the disruption and a commitment to stabilising the platform as it continues to pursue a broader strategy centred on integrated digital services and a unified customer experience.
