Safaricom has apologised to customers following widespread challenges experienced on its new My One App.
In a statement issued on Thursday, April 16, 2026, the telco acknowledged receiving feedback from users who reported multiple difficulties while using the platform.
“To our customers, we owe you a sincere apology over the new My One App. We are sorry for giving you a poor experience,” Safaricom said.
Many users reported problems accessing the app, with roaming and diaspora customers among the most affected, particularly when trying to log in. Challenges were also reported by customers whose devices had automatic app updates enabled.
Safaricom said the My One App was developed to improve service delivery by integrating all its services into a single platform, simplifying user journeys, enhancing security, and offering a better customer experience.
However, the company admitted that the rollout had not met customer expectations.
“Your feedback has made it clear that we can deliver a better customer experience. We hear you, and we are fixing it,” the statement added.
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