Safaricom apologises for My OneApp disaster: Users Locked Out
If there's one thing that raises blood pressure faster than a matatu jitney in a traffic jam at Kondele, it's trying to send money via M-Pesa and finding yourself locked out of the new My OneApp.
On Tuesday, Safaricom PLC issued a rare, grovelling apology to its millions of customers – especially those in the diaspora – over the disastrous rollout of their "upgraded" app.
"We are sorry for giving you a poor experience."
Understatement of the year? Wewe, let's break it down.
The problem (as experienced in Kisumu)
For weeks, Kisumu residents – from the boda boda stages at United Millers to the salons in Milimani – have been complaining. The new My OneApp either:
- Refuses to log in.
- "Eats your password" and laughs at you.
- Forces auto-updates, then crashes immediately.
- Locks out roaming and diaspora users entirely.
Imagine your son in Texas trying to send you maintenance money, only to be greeted by a spinning blue circle of death. Imagine your daughter in London missing a loan repayment because the app demands facial recognition that fails 10 times.
That's the reality Safaricom just admitted to.
"Why we built it" – the corporate speak
Safaricom says they built the app to serve you better – "simple journeys, improved security, better customer experience."
But Kisumu Kulture asks: Better for who?
Because for the common mwananchi at the M-Pesa kiosk in Kibuye, the old app worked just fine. Now, even checking your balance requires the patience of a saint and the internet connection of a NASA rocket.
The diaspora wazee are suffering
Let's talk about our people abroad – the Kisumu diaspora in Minneapolis, South Africa, Dubai, and the UK. They are the ones hit hardest.
Safaricom admitted: "Particularly to our roaming and diaspora customers who have had more challenges logging into the new app."
So if you're in Chicago trying to pay for your mum's hospital bill at Jaramogi Oginga Odinga Teaching & Referral Hospital (JOOTRH), you're locked out. Unacceptable.
What is Safaricom doing now?
According to their statement (signed simply "Safaricom PLC" – no name, just corporate guilt):
- Teams are working "around the clock" (we've heard that before).
- Customer care, Safaricom shops, and dealer shops are on standby.
- You can reach them on email, Facebook, or X (formerly Twitter) @SafaricomPLC.
But let's be honest: walking into a Safaricom shop in Kisumu means queuing for two hours behind someone disputing 50 bob.
The Kisumu Kulture verdict
We appreciate the apology – pole is a powerful word in Luo culture. But apologies without action are just words.
Safaricom must:
- Fix the diaspora login issue urgently – our people abroad keep this economy running.
- Allow rollback to the old app for those with incompatible phones.
- Stop forcing auto-updates without warning.
Until then, many Kisumu residents are simply using Stima (withdrawal via agent) instead of the app. And that's not progress – that's going backwards.
Have you struggled with My OneApp?
Tell us your story. If you're in the diaspora, let us know if you've managed to log in. Tap the WhatsApp button above to share your experience.