Safaricom’s My OneApp hits login problems days after rollout

In short

Safaricom’s My OneApp is seeing widespread login failures a few days after launch.

The app is meant to bring M-PESA, mySafaricom, and other services into one place.

What happened

Safaricom confirmed on April 4 that My OneApp has login issues and that “most of the financial mini-app services are not working.” Mini-apps are small features inside a bigger app, like separate tools in a toolbox.

TechCabal spoke with several users who said they could not access the app. The publication also tested the issues independently.

Some users on older Android phones reportedly cannot complete the initial setup due to compatibility problems. Compatibility means the app and the phone software do not work well together.

Other users said onboarding requires Safaricom mobile data, which blocks people using WiFi-only connections during setup. Some users also reported the app blocks VPNs, which are privacy tools that route your internet traffic through another server.

Users who were logged out earlier in the week said they have been unable to log back in.

Safaricom did not immediately respond to a request for comment from TechCabal.

Why it matters

My OneApp is central to Safaricom’s FinTech 2.0 plan to consolidate more than 10 million users onto a single platform.

If login and onboarding remain unreliable, the migration timeline could slip. That matters because Safaricom plans to phase out its older M-PESA app and the mySafaricom app within six months.

The early problems also create an opening for banks, neobanks, and fintech apps competing for Kenyan users who want stable access to payments and account services.

The next signal to watch is whether Safaricom fixes the issues quickly and communicates clearly about device support, data requirements, and VPN restrictions.