Last Updated on April 12, 2026 9:06 am by Maxwell Aliang’ana

The Safaricom My OneApp is facing growing criticism from users across Kenya due to persistent login failures and data-related issues. The app, designed to integrate multiple services into one platform, is now under scrutiny as customers report frustration and inconvenience.

Many users have taken to social media to express their dissatisfaction. Complaints range from inability to log in to inaccurate account data. These issues have raised concerns about the reliability of the app.

Many users have taken to social media to express their dissatisfaction. Complaints range from inability to log in to inaccurate account data. These issues have raised concerns about the reliability of the app.

---

Users Report Login Failures on Safaricom My OneApp

A major issue affecting the Safaricom My OneApp is login failure. Several users say they cannot access their accounts even after entering correct credentials.

Others report being stuck on loading screens or experiencing repeated authentication errors. For a service meant to simplify access, these problems have caused significant inconvenience.

The issue is especially frustrating for users who rely on the app for daily transactions. Many depend on it to buy bundles, check balances, and manage services.

---

Data Inaccuracies Raise Concern

Beyond login problems, some users have flagged data inconsistencies. These include incorrect airtime balances, missing transaction histories, and delayed updates.

Such errors create confusion and reduce trust in the platform. Users expect accurate and real-time information, especially when dealing with financial transactions.

In some cases, customers claim that purchased bundles do not reflect immediately. This forces them to seek alternative ways to confirm their transactions.

---

Safaricom Yet to Fully Address Complaints

Safaricom has acknowledged some technical challenges in the past. However, users feel that the current issues have not been resolved quickly enough.

The company has encouraged customers to use alternative channels such as USSD codes and customer care services. Still, many users prefer the convenience of a mobile app and expect it to function properly.

For official updates, visit
👉 MySafaricom App

---

Impact on Customer Experience

The problems affecting Safaricom My OneApp are not just technical. They directly impact customer experience and satisfaction.

When users cannot access their accounts, they lose confidence in the platform. This can push them to use other methods or even consider alternatives.

In today’s digital world, reliability is key. A single app failure can affect thousands of users at once.

---

Digital Transformation Challenges

The situation reveals the challenges of digital transformation. While companies aim to provide all-in-one platforms, maintaining stability and performance is critical.

Combining multiple services into one app increases complexity. Without proper testing and system support, issues can arise.

Safaricom My OneApp was expected to streamline services. Instead, the current problems show the risks of rapid technological expansion.

---

What Safaricom Needs to Fix

To restore trust, Safaricom must address the core issues affecting the app. These include:

• Fixing login and authentication errors
• Ensuring accurate and real-time data updates
• Improving app stability and performance
• Enhancing customer communication during outages

Clear and timely updates will help reassure users. Transparency is essential in maintaining confidence.

---

What This Means for Users

For now, users may need to rely on alternative channels such as USSD (*100#) or customer support. While not as convenient, these options remain more stable.

The backlash against Safaricom My OneApp serves as a reminder. Technology must work reliably to meet user expectations.

As Safaricom works to fix these issues, users will be watching closely. The company’s response will determine whether it can regain trust and deliver on its promise of a seamless digital experience.

Read more news: Affordable Housing Fund Kenya: 650,000 Save Nothing