Safaricom’s All-in-One App Stumbles Out of the Gate

Safaricom, Kenya’s leading telecommunications provider, launched its highly anticipated My OneApp on April 2nd. The app aims to consolidate M-PESA and mySafaricom services into a single platform offering payments, telecom features, investments, and access to third-party applications.

The initiative forms part of Safaricom’s FinTech 2.0 strategy to create a comprehensive digital ecosystem where users can manage all financial needs in one place. While the concept has potential, the rollout hasn’t been entirely smooth—millions of users are reporting login failures and access issues.

What My OneApp Promises

The app seeks to:

• Combine over 80 services including payments, airtime purchase, money transfers, insurance (M-TIBA), and investment options
• Process up to 6,000 transactions per second
• Offer a single sign-on solution for multiple needs

The Current Reality

Within the first week of launch:

• Users are experiencing difficulty logging in or completing setup processes
• Some have been locked out of their accounts entirely
• The app has not yet achieved its goal of replacing the existing M-PESA and mySafaricom apps

Safaricom acknowledges these issues and says fixes are underway, but this rocky start raises questions about migrating millions of users to a new platform.

The My OneApp represents Safaricom’s vision for a future where all financial services reside in one digital hub—but the company must address these technical challenges to win user trust and achieve its ambitions.