NAIROBI, Kenya — Safaricom’s rollout of its all-in-one digital platform, My OneApp, is drawing mixed reactions, with the telecom giant touting convenience and innovation while users and critics raise concerns over performance, rollout strategy, and consumer rights.
The new app merges services previously offered via the MySafaricom app and the M-PESA Super App into a single platform, allowing users to buy airtime, send money, pay bills, and access financial services without switching between applications.
Safaricom says the move is designed to simplify user experience and position Kenya at the forefront of global “super app” ecosystems, similar to platforms such as WeChat and Alipay.
Key features include AI-powered tools such as “AI Pay,” which scans receipts and auto-fills payment details, as well as an upgraded chatbot, Zuri, capable of responding to natural language prompts. The app also uses artificial intelligence to personalise services, recommending bundles, merchants, and financial tools based on user behaviour.
“It’s about being ahead of our customers and knowing what they want,” said Gakenia Gathura, Growth Manager for the M-PESA Super App.
The platform is powered by Safaricom’s Fintech 2.0 infrastructure, which the company says enables faster transactions and continuous system upgrades without service disruption. About 150,000 users participated in beta testing, with roughly 9 million customers expected to transition from legacy apps.
However, the rollout has sparked backlash from a section of users and digital rights advocates, who argue that the transition was rushed and imposed without adequate consultation.
Within days of the launch, complaints surfaced online citing technical glitches, including frequent logouts, slow performance, and the loss of saved paybill details. Some users also raised concerns over a requirement to use mobile data—rather than Wi-Fi—for SIM verification, which critics say shifts additional costs onto consumers.
Others pointed to repeated biometric authentication requests after device restarts, describing the feature as inconvenient and regressive.
Critics have further questioned whether the migration complied with consumer protection standards, arguing that users were effectively moved onto the new platform without clear opt-in consent.
The concerns bring into focus the role of regulators such as the Communications Authority of Kenya and the Competition Authority of Kenya, which oversee consumer rights and fair market practices in the sector.
Safaricom has previously defended aspects of the rollout, including the mobile data requirement, describing it as a one-time security measure aimed at safeguarding user accounts. The company has also indicated that continuous updates will address early technical challenges.
The debate reflects a broader tension in digital transformation—balancing innovation speed with reliability, user trust, and regulatory compliance.
Kenya’s Constitution, under Article 46, guarantees consumer rights, including access to quality goods and services and protection of economic interests.
As Safaricom pushes forward with its “super app” vision, the success of My OneApp may ultimately depend not just on its technological capabilities but on how effectively the company responds to user concerns and rebuilds confidence in the platform.
