Kenya – Just days after its launch in early April 2026, Safaricom’s new unified My One App (also called My OneApp or OneApp) is drawing heavy criticism from users across the country, including many in Likuyani and Trans Nzoia.
The app was meant to combine the old M-PESA and MySafaricom apps into one platform for a “better all-in-one experience.” Instead, thousands of Kenyans are reporting login failures, frequent crashes, lag, and broken features.
What users are saying on the ground (and on Social media):
Diaspora users locked out: Many Kenyans abroad cannot log in without a physical Safaricom SIM and active roaming data. Switching to WiFi or local networks often logs them out instantly.
Forced mobile data: The app refuses to work properly on WiFi — users must use Safaricom mobile data, adding unexpected costs.
Lost data: Previous paybills, buy goods numbers, and favorites did not migrate. Users have to rebuild everything manually.
Instability and crashes: Frequent logouts, slow performance, and broken mini-apps (investments, certain payments, etc.).
Poor rollout: Many say the migration felt sudden and forced, with no clear warning or proper data transfer.
Recent posts on X reflect the frustration:
One user wrote: “This thing is bad, the transition was done horribly and the app is greatly unstable… Who decided that ‘My One App’ is a better name than ‘M-PESA’? Bad branding.”
Another said: “Your My One App is very poor, get us back to M-PESA App… lately mmekuwa mnatupea poor services.”
A detailed thread listed 10 main complaints, including severe login issues, complicated UI, and loss of saved data.
Safaricom has acknowledged some problems. In responses to users, the company stated it is “aware My OneApp has login issues, and most of the financial mini-app services are not working” and that “resolution is underway.” Officials continue to urge users to DM them with specific issues.
However, many customers say the fixes are taking too long and are calling for the old M-PESA app to be restored while the new one is properly fixed.
Questions on the ground:
Was the new My One App properly tested with real users before the forced switch?
Why were diaspora customers and WiFi-only users not considered in the design?
How long will ordinary Kenyans — especially in rural areas like Likuyani — have to struggle with a tool they rely on daily for M-PESA?
Safaricom remains Kenya’s biggest mobile money provider, and M-PESA is used by millions for everyday transactions. When the main tool breaks, it affects businesses, families, and daily life.
Likuyani Digest is following this story closely. If you have tried the new My One App and faced issues (or if it’s working fine for you), share your experience below — anonymously if you prefer. Your feedback helps the community.
Stay informed. Stay ahead.
#LikuyaniDigest #GroundReality #MyOneApp #Safaricom #MPESA
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