Safaricom’s ambitious My OneApp launch is already facing serious trouble. Users searching for why My OneApp is not working, why login keeps failing, or why M-PESA services are broken are not alone. Just days after launch, Safaricom has admitted the app is experiencing major technical issues, including login failures, lag, and non-functional financial mini-apps. What was meant to simplify digital services has instead sparked frustration across Kenya.
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| Credit: Google |
Safaricom My OneApp Launch Promised a Seamless Super App Experience
When Safaricom introduced My OneApp during its high-profile Decode 4.0 event in Nairobi, the vision was bold and clear. The company aimed to merge multiple services into a single, AI-powered super app that could handle everything from M-PESA transactions to airtime purchases, fibre management, and lifestyle mini-app integrations.
The goal was convenience. Instead of switching between MySafaricom and M-PESA apps, users would access everything in one place. This kind of platform consolidation mirrors global trends where telecom companies are transforming into digital ecosystems. For many Kenyans, expectations were high, especially given Safaricom’s dominance in mobile payments and connectivity.
However, early user experiences suggest the rollout may have been premature. The very features that were supposed to define the app—speed, reliability, and integration—are now the biggest points of failure.
My OneApp Not Working: Login Failures and Access Issues
One of the most widespread complaints is that My OneApp simply does not let users log in. Many report repeated authentication failures, while others experience endless loading screens or forced logouts.
This is more than a minor inconvenience. For a service that integrates financial tools, access is critical. Users rely on quick logins to send money, buy bundles, or check balances. When login systems fail, it disrupts daily routines and undermines trust.
Safaricom has acknowledged these login issues publicly, confirming that the development team is actively working on a fix. Still, the damage to user confidence is already noticeable, especially for those who expected a seamless transition from older apps.
Financial Mini-Apps Breakdown Raises Bigger Concerns
Beyond login problems, Safaricom admitted that “most of the financial mini-app services are not working.” This is perhaps the most alarming issue.
Mini-apps were positioned as the core innovation behind My OneApp. They allow third-party services and internal tools to operate within a single interface. But when these financial services fail, the app loses its primary value proposition.
Users have reported being unable to complete transactions, access payment features, or interact with key financial tools. For an app closely tied to M-PESA functionality, such disruptions are not just technical glitches—they affect real money and real livelihoods.
The situation highlights a critical challenge in building super apps: integrating multiple systems without compromising reliability. Even small failures can cascade into widespread service disruption.
Lag and Performance Issues Frustrate Early Users
In addition to functionality problems, performance issues are adding to user frustration. Reports of slow loading times, freezing screens, and delayed responses are common across user feedback channels.
Performance is a key factor in mobile app success, especially in markets where users depend on fast, efficient services. An app that lags or crashes frequently can quickly lose its user base, regardless of its features.
For My OneApp, these performance issues suggest that backend systems may be struggling to handle demand or that optimization is still incomplete. Either way, it reinforces the perception that the app may not have been ready for full public rollout.
Safaricom’s Response: Acknowledgment and Ongoing Fixes
Safaricom’s decision to publicly acknowledge the issues is notable. In its statement, the company confirmed both login failures and broken mini-app services, assuring users that a resolution is underway.
This level of transparency can help maintain trust, but it also raises expectations. Users now expect swift and effective fixes, not prolonged disruptions.
The company has not provided a specific timeline for full resolution, which leaves users uncertain about when the app will become stable. In the meantime, many are likely reverting to older, more reliable apps for their daily needs.
Why My OneApp Problems Matter for Digital Services in Kenya
The My OneApp issues are not just about a single app—they reflect broader trends in digital transformation. As companies push toward super apps and integrated platforms, the margin for error becomes smaller.
In Kenya, where mobile services are deeply embedded in everyday life, reliability is non-negotiable. M-PESA, for example, is not just a convenience; it is a critical financial infrastructure used by millions. Any disruption to services tied to it has immediate real-world consequences.
Safaricom’s challenges with My OneApp highlight the risks of rapid innovation without sufficient testing. While the vision of a unified platform is compelling, execution must match the scale of ambition.
User Reactions Signal Growing Frustration
Early user reactions have been largely negative, with many expressing disappointment and frustration. Social media and app store reviews point to a consistent pattern of complaints: login issues, failed transactions, and poor performance.
Some users have questioned why the app was launched before being fully stable, while others are calling for a return to the previous apps until issues are resolved.
This kind of feedback is critical. It not only reflects current problems but also shapes public perception. If not addressed quickly, it could impact adoption rates and long-term success.
Can Safaricom Recover from the My OneApp Setback?
Despite the rocky start, it is too early to write off My OneApp. Safaricom has a strong track record of delivering reliable services and adapting to challenges.
The success of the app will depend on how quickly and effectively the company resolves the current issues. Fixing login problems, stabilizing financial mini-apps, and improving performance should be top priorities.
If these problems are addressed promptly, My OneApp could still achieve its original vision of becoming a central hub for digital services in Kenya. However, the longer the issues persist, the harder it will be to regain user trust.
The situation serves as a reminder that in the world of digital services, first impressions matter. A strong launch can drive adoption, but a flawed one can create lasting skepticism.
The Bottom Line on Safaricom My OneApp Issues
Safaricom’s My OneApp was launched with the promise of simplifying digital life through a unified platform. Instead, early users are facing login failures, lag, and broken financial services.
While Safaricom has acknowledged the problems and is working on fixes, the initial rollout has raised important questions about readiness and reliability. For users, the priority is simple: an app that works consistently and securely.
As updates roll out in the coming days, all eyes will be on whether My OneApp can recover from its troubled start and deliver on its ambitious promise.
