The company noted that many users encountered difficulties accessing the application, while others who managed to log in reported substandard performance.
“To our customers, we owe you a sincere apology over the new My OneApp. We are sorry for giving you a poor experience.
Many of you have experienced challenges while accessing the app, and when you did, the experience fell short,” Safaricom stated.
The company further explained that the challenges have been more pronounced among roaming customers and members of the diaspora, many of whom have reported difficulties logging into the updated platform.
Safaricom said it is aware of these issues and is working to resolve them as part of ongoing improvements to the system.
According to the telecommunications giant, the changes to My OneApp were introduced to streamline services and provide a more integrated digital experience for users.
However, the rollout has faced technical setbacks that affected accessibility and performance for a segment of its customer base.
Safaricom indicated that its technical teams are actively working to stabilise the platform and restore full functionality.
The company assured customers that corrective measures are being implemented to address the glitches and improve overall user experience.
The firm also acknowledged the importance of the My OneApp platform as a key service channel, especially for customers who rely on it for mobile money, communication, and other digital services.
It said restoring trust and ensuring seamless access remains a priority.
In addition, Safaricom expressed appreciation for customer feedback, noting that user complaints and suggestions are critical in guiding improvements to its digital products.
The company encouraged affected users to continue sharing their experiences as it works on resolving the issues.