Safaricom issues apology following My OneApp service disruptions
By Cynthia Lodite, April 16, 2026Safaricom has issued an apology to customers following a poor service experience after implementing changes to the newly implemented My OneApp.
In a statement to its customers on Thursday, April 16, 2026, Safaricom explained the reasons behind the commissioning of the changes, which had drawn outrage online from various users.
“To our customers, we owe you a sincere apology over the new My OneApp. We are sorry for giving you a poor experience. Many of you have experienced challenges while accessing the app, and when you did, the experience fell short,” Safricom stated.
According to the telecommunications company, the majority of the roaming and diaspora customers have had more challenges logging into the new app.
Particularly, to our roaming and diaspora customers who have had more challenges logging into the new app, and for those who had auto-updates settings on their phones and were automatically moved to the new My OneApp. This is not what we promised, and for that we are sorry.
Why the new app
In a detailed explainer, Safaricom has stated that building the new My OneApp was meant to bring forth all its services into one place, with the intention of improving security.
“We built My OneApp to serve you better, bringing all Safaricom services into one place, with simple journeys, improved security and offering a better customer experience. Your feedback has made it clear that we can deliver a better customer experience. We hear you, and we are fixing it,” Safricom explained.
New measures by Safaricom
The telecommunications company has announced measures put in place to fix the concerns of members of the public while ensuring seamless access to the application.
“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, so that whether you are in Kenya or abroad, you can seamlessly access and use My OneApp,” Safaricom explained.
At the same time, while apologising for the poor experience, Safaricom has urged its customers to contact care teams, Safaricom shops, dealer shops and any Safaricom outlet near them for fast hand support.
“In addition, you may reach out to us via the following digital channels, on email customercare@safaricom.co.ke Facebook www.facebook.com/SafaricomPLC and on X @SafaricomPLC and @Safaricom_care. Once again, we are truly sorry for this experience and we are committed to delivering a safe, secure and always on digital experience,” Safaricom stated.