Safaricom has acknowledged the difficulties encountered during the rollout of its unified My OneApp platform, which replaced the My Safaricom and M-PESA apps. The telco said these early challenges have provided critical insights to improve the app.
In a statement posted on X on July 26, 2026, Safaricom's Group CEO Peter Ndegwa explained that while the migration was expected to be seamless for about nine million users, unexpected issues arose.
Migration Challenges
Ndegwa noted that the transition did not account for approximately 500,000 users whose devices auto-updated the app. The new platform introduced enhanced security measures requiring verification that the SIM card holder was the same person accessing the app.
This process involved sending a One-Time Password (OTP) to the registered Safaricom SIM, a step that many diaspora users struggled with since they often accessed services via Wi-Fi without their SIM cards.
Response Measures
- Safaricom formed a Crisis Management Team to track and respond to user complaints during the rollout.
- The team gathered feedback from users both within Kenya and abroad to address migration issues promptly.
Ndegwa emphasized that these experiences have been valuable for further refining the app’s security, user interface (UI), and user experience (UX).
Ongoing Improvements
My OneApp integrates multiple services including M-PESA, airtime and data purchases, home fibre, and customer support into a single platform. It features advanced security protocols aimed at preventing cyber threats such as SIM swap fraud and account takeovers.
Safaricom clarified that identity verification relies on the registered SIM and mobile data connection, so customers using Wi-Fi—especially when roaming—may need to re-login.
The company is committed to continually enhancing the app to deliver a more secure and user-friendly experience.
