Safaricom has confirmed a technical malfunction within its My OneApp platform that is preventing some users from purchasing data bundles for other Safaricom numbers. The issue was brought to light after a customer complaint on social media.
On Monday, August 3, 2026, a user reported difficulties buying data for another phone number through the app. Safaricom responded promptly, acknowledging the problem and assuring that their technical team is actively working to restore full functionality.
Alternative Purchase Methods
In the meantime, Safaricom has advised customers to use USSD codes *544#, *444#, and *555# to continue purchasing data bundles without interruption. These codes enable users to buy airtime and data directly from their phones without relying on the My OneApp platform.
Background on My OneApp
Launched in April 2026, My OneApp was designed to unify multiple Safaricom services—including M-PESA, airtime, data bundles, Home Fibre, and Bonga Points—into a single application to enhance user convenience. However, since its rollout, the app has encountered various technical challenges such as login failures, delayed OTPs, and app crashes, leading to customer complaints.
Safaricom has acknowledged these challenges and committed to ongoing improvements to stabilize and enhance the app’s performance. The application has been downloaded over 10 million times on Android devices and continues to receive updates.
Customer Guidance
While no specific timeline has been provided for resolving the latest data purchase glitch, Safaricom encourages customers facing difficulties to utilize the alternative USSD channels to avoid any disruption in connectivity.
