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Originally published by Techish Kenya
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April 16, 2026
3d ago

Safaricom Apologises for My OneApp Chaos, but the Damage Is Already Done

Safaricom Apologises for My OneApp Chaos, but the Damage Is Already Done

Safaricom apologises for My OneApp rollout failures but offers no timeline, no rollback, and no concrete fixes for users...

✨ Key Highlights

Safaricom has publicly apologized for the chaotic rollout of its new My OneApp, which merged the M-PESA and MySafaricom apps but has caused widespread technical issues for customers since its 1 April launch.

  • The app's launch has been marred by login failures and broken mini-app services, sparking a user revolt.
  • Safaricom PLC admitted the experience fell short of expectations, particularly impacting roaming and diaspora customers, but offered no concrete plan or timeline for fixes.
  • The Consumers Federation of Kenya (COFEK) is urging the Competition Authority of Kenya to investigate potential violations of consumer protection standards regarding informed consent and forced migration.

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