Despite prior success and significant funding, Kenyan e-health startup MyDawa is experiencing severe app and website failures, leading to widespread customer frustration and concerns over service quality. A recent "major overhaul" intended to improve user experience has instead resulted in a "catastrophic migration," wiping user data and causing significant delays in critical medicine deliveries.

• Affected users report erased order history, delivery addresses, and payment gateway failures after a new app update in November 2025.
• The issues range from undelivered medications and missing items in packages to "ghost" customer service, with queries going unanswered.
• MyDawa was earlier this year selected by i3, backed by the Bill & Melinda Gates Foundation, and announced ambitious expansion plans across Kenya and Uganda.
• The company has acknowledged the problems, pushing a "critical bug fixes" update on November 26, 2025, but many customers' trust remains broken.