Safaricom Apologises Over My OneApp Glitches, Promises Fixes

Safaricom has apologised to customers following widespread complaints about challenges experienced on its newly introduced My OneApp platform.

In a statement issued on April 16, the telecommunications giant acknowledged that many users had faced difficulties accessing services on the app, admitting that the rollout had not met customer expectations.

“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.

Safaricom noted that the issues particularly affected roaming and diaspora customers, as well as users who had automatically migrated to the new platform. The firm conceded that the transition did not go as promised, leading to disruptions in service access.

The My OneApp was launched to consolidate Safaricom services into a single platform aimed at improving customer experience, simplifying access, and enhancing service delivery. However, the rollout has drawn criticism from users who reported login challenges and functionality issues.

In response, Safaricom said it has mobilised teams working around the clock to resolve the technical problems and restore seamless access for customers both locally and abroad.

“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,” the company said.

Customers have been advised to seek assistance through alternative channels, including Safaricom shops, dealers, and customer care outlets, as well as digital platforms such as email and social media.

The company reiterated its commitment to improving the app and delivering a reliable digital experience, assuring users that corrective measures are already underway.

The apology comes as Safaricom seeks to reassure millions of subscribers who rely on its digital platforms for services including mobile money, communication, and account management.