- Safaricom’s new “My OneApp” has sparked widespread complaints from users across Kenya.
- Many customers report slow performance, crashes, and failed transactions during use.
- The platform was meant to merge M-Pesa and MySafaricom services into one system.
- Users say basic money transfer steps have become more complicated than before.
Safaricom PLC is facing growing pressure after the rollout of its new unified mobile platform, My OneApp, triggered a wave of criticism from customers across the country.
The app was introduced as a single access point combining mobile money and telecom services, designed to simplify how users handle transactions and account management. Instead, it has quickly become a source of frustration for many users who expected a smoother experience.
Since its launch, users have taken to social media to complain about system instability. Many say the app is slow to load, frequently freezes, and in some cases fails to complete transactions entirely.
Others argue that simple actions such as sending money or paying bills now require more steps than before, making the process feel unnecessarily complicated compared to earlier platforms.
Some users have also reported repeated login challenges, biometric setup errors, and inconsistent app behaviour across different devices.
Beyond performance issues, customers have raised alarms over missing information within the app.
Several users claim that previously saved paybills, contact numbers, and merchant tills are no longer visible or properly migrated. This has been confusing, especially among users who rely heavily on mobile money for daily payments.
There are also claims that the app performs better on Safaricom mobile data, while Wi-Fi connections appear less stable, raising further questions about accessibility.
While criticism has dominated online discussions, some users have acknowledged the app’s modern look and the ambition behind building a single digital ecosystem.
However, many argue that the focus on design has come at the expense of reliability and ease of use, especially for customers who depend on fast, uninterrupted mobile money services.
As complaints continue to grow, industry watchers say the situation presents a major test for Safaricom PLC, whose mobile money platform remains central to Kenya’s digital economy.
The company has not yet issued a detailed response addressing the full range of issues raised by users. However, customer support teams have advised users to try using Safaricom data bundles for improved performance.
