Safaricom reveals what went wrong with My OneApp rollout
By Faith Lagat, July 26, 2026Safaricom has reflected on the rollout of its unified My OneApp platform after customers experienced challenges during the migration from the My Safaricom and M-PESA apps, saying the early setbacks have informed improvements to the platform.
In a statement shared on X on July 26, 2026, the company said every major innovation comes with lessons. It noted that while the launch of My OneApp was intended to provide customers with a single platform for its services, the transition created unexpected challenges for some users.
Group CEO Peter Ndegwa said the company had anticipated a smooth migration for the roughly nine million customers using the older apps, but the process turned out differently.
Migration challenges emerge
“The team’s expectation was that the transition would be organic, but they did not understand that there are probably half a million people who have auto-update,” Ndegwa said.
He explained that enhanced security measures introduced in My OneApp required verification that the registered SIM holder was the same person accessing the application. The verification process required users to receive a One-Time Password (OTP) through their registered Safaricom SIM.
“For our clients in the diaspora, we realised that for the most part, they were not using their SIM. They were using WiFi. But the first login to the new app had to be done on the SIM,” said Ndegwa.
The company said the verification process was introduced to strengthen account security as part of the transition to the new platform.
Crisis team formed
Following customer feedback, Safaricom established a Crisis Management Team to monitor reported issues and respond to concerns raised during the rollout.
The team logged customer complaints and feedback as the company worked to resolve migration challenges affecting users in Kenya and abroad.
Ndegwa said the experience had provided valuable lessons that are now being applied to the continued development of My OneApp.
“What I believe will happen is that we’ll get this app to a very different level, to a much better customer experience and UI (user interface), UX (user experience), and even security standard than we would ever have got,” Ndegwa said.
Platform improvements continue
My OneApp combines mobile services, M-Pesa, airtime purchases, data bundles, home fibre services and customer support into a single application.
Safaricom said the platform incorporates additional security features designed to protect customers against cyber threats, SIM-swap fraud and account takeovers.
The company also clarified that identity verification is completed through the registered SIM and mobile data connection, meaning customers using Wi-Fi, particularly while roaming, may be required to sign in again.
Safaricom said work is continuing to improve the customer experience as it addresses issues reported during the rollout of the new application.