NAIROBI, Kenya — Safaricom PLC has issued a public apology to customers following widespread complaints over technical issues and poor user experience on its newly launched My OneApp platform.
In a customer notice, the telco acknowledged that many users faced difficulties accessing the app, with some reporting failed logins and disrupted services after automatic updates migrated them to the new system.
“We owe you a sincere apology… Many of you have experienced challenges while accessing the app, and when you did, the experience fell short,” the company said.
The firm admitted that the rollout particularly affected roaming and diaspora customers, who encountered heightened difficulties logging into the platform—raising concerns about accessibility for users outside Kenya.
Safaricom said the My OneApp was designed to consolidate its services into a single platform, promising simplified navigation, improved security, and a better overall customer experience. However, feedback from users has highlighted gaps between expectations and actual performance.
“This is not what we promised, and for that we are sorry,” the company stated, adding that customer feedback has been instrumental in identifying the shortcomings.
In response, Safaricom said it has mobilised technical teams to address the issues, with efforts underway to stabilise the platform and improve accessibility across regions.
“Our teams are working around the clock to resolve the issues… so that whether you are in Kenya or abroad, you can seamlessly access and use My OneApp,” the statement read.
The company also directed customers to alternative support channels, including customer care centres, retail outlets, and digital platforms such as email and social media, as it works to restore confidence in the app.
The apology comes amid increasing reliance on digital platforms for essential services, including mobile money, airtime management, and customer support—areas where service disruptions can have immediate financial and operational impacts on users.
Safaricom, which remains Kenya’s dominant telecommunications provider, now faces the challenge of rebuilding trust among customers while ensuring that its digital transformation agenda aligns with reliability and user experience expectations.
