Safaricom PLC has issued a public apology to its customers following a troubled rollout of its new My OneApp platform, acknowledging that the launch fell short of the experience users were promised.
In a statement dated April 16, 2026, the company admitted that many customers encountered significant difficulties accessing the new application, with roaming and diaspora users bearing the brunt of the disruption.
Customers who had auto-updates enabled on their devices were automatically migrated to the new platform, often without a seamless transition.
“We owe you a sincere apology over the new My OneApp. We are sorry for giving you a poor experience,” the company said in its message to customers.
My OneApp was designed to consolidate all Safaricom services into a single platform, promising simpler navigation, enhanced security, and an overall improved customer experience. However, the ambitious project hit turbulence almost immediately after launch, with widespread user complaints flooding in across social media and other channels.
The challenges were felt most acutely by Safaricom’s roaming and diaspora customer base, who reported persistent login failures and inability to access services while outside Kenya. The company acknowledged this specifically, noting that these users faced more difficulties than most during the transition.
The telco says it has gathered all customer feedback and is treating the issues as a matter of urgency, with technical teams working around the clock to resolve the problems. The company assured customers that once fixes are in place, users both within Kenya and abroad will be able to access My OneApp seamlessly.
“We are committed to delivering a safe, secure, and always-on digital experience,” the company stated, reaffirming its dedication to resolving the matter.
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