By Andrew Kariuki
Safaricom PLC is facing mounting criticism from users across Kenya following the rollout of its newly launched “My OneApp,” with many describing the app as slow, unreliable and a major downgrade from its predecessors.
The application, which was introduced as a unified platform combining M-Pesa and MySafaricom services, was expected to simplify transactions and improve user experience. Instead, it has triggered widespread frustration, with complaints flooding social media platforms within days of its launch.
A significant number of users report that the app is plagued by performance issues, including frequent crashes, slow loading speeds and failed transactions. Others say basic functions such as sending money now require multiple steps, making the process unnecessarily complicated.
“In some cases, you are forced to tap things twice for no reason… why should users go through two steps for one simple action?” one user lamented online, capturing a sentiment widely echoed by others.
There are also concerns about accessibility and reliability. Some users claim the app struggles to function on Wi-Fi or requires Safaricom data bundles to operate smoothly, while others report login failures and repeated prompts for biometric setup that do not save.
Even more worrying for users are reports of missing saved paybills, frequently used numbers and till numbers, raising questions about data migration and system stability following the transition.
“I can’t even complete basic payments. The app just keeps failing,” another user noted, highlighting the disruption the platform is causing for customers who rely heavily on M-Pesa for daily transactions.
The backlash has been further fueled by the perception that the rollout was rushed. Critics point to the apparent removal or replacement of the standalone M-Pesa app, leaving users with limited alternatives despite the new platform’s shortcomings.
While some users have acknowledged the app’s modern design and ambition to create an all-in-one digital ecosystem, many argue that functionality has been sacrificed for aesthetics.
Industry observers note that Safaricom, long regarded as a leader in mobile financial services, now faces a critical test in maintaining customer trust. M-Pesa remains a backbone of Kenya’s digital economy and any disruption to its reliability has immediate and widespread consequences.
Safaricom has yet to issue a comprehensive response addressing the full scale of complaints, though customer care channels have advised users to access the app using Safaricom mobile data for optimal performance.
As pressure mounts, attention now turns to how quickly the company can fix the issues and stabilize the platform. For millions of Kenyans who depend on seamless mobile money services, the success or failure of My OneApp may ultimately define Safaricom’s next chapter in digital innovation.
