Safaricom’s My OneApp: feels like solving Sudoku in the rain

By Team Makao on 20/05/2026

Safaricom’s bold move to merge its popular M-PESA and MySafaricom apps into a single platform, My OneApp, has left many loyal customers scratching their heads — and some reaching for the “uninstall” button.

Launched in early April 2026, My OneApp was designed as a unified “super app” bringing together mobile money, airtime, data bundles, Bonga points, fibre management, and mini-apps in one sleek interface. The vision is clear: reduce app-switching and create a more modern, secure digital experience. But for many users, the rollout has felt more like solving a Sudoku puzzle in the rain.

Old vs New: What Changed?

The Old Setup

For years, Kenyans juggled two main apps:

The dedicated M-PESA app — fast, focused, and reliable for sending money, checking balances, and Lipa Na M-PESA.
MySafaricom app — handled bundles, account management, and customer care.

Both were relatively lightweight, familiar, and many users had built up saved favourites, frequent numbers, and muscle memory over years.

The New My OneApp

The new app combines everything into one platform. It promises a cleaner dashboard, biometric security, and easier access to all services. However, the transition has come with notable teething problems:

Automatic logouts and forced re-registration, often requiring a Safaricom SIM as the primary line and mobile data (Wi-Fi often rejected initially).
Loss of saved favourites, till numbers, and Paybills for many users.
Slower navigation and more steps for simple tasks like sending money.
Login glitches, lagging performance, and issues with mini-apps.
Heavy reliance on internet and data, frustrating users who preferred lighter offline options.

One frustrated customer captured the mood perfectly: “The way that new Safaricom app actively encourages you not to use M-PESA needs to be studied. I quit.” Another added with classic Kenyan wit: “What were they trying? Feels like playing Sudoku in the rain.”

Raising Valid Concerns

The frustrations go beyond minor inconvenience. M-PESA is not just an app — it is everyday life for millions of Kenyans handling school fees, business payments, and family support. When access becomes cumbersome, trust erodes.

Key concerns include:

Poor communication before the forced migration.
Data and Wi-Fi access barriers, especially for diaspora users and those on limited bundles.
Loss of user customisations built over years.
Risk of pushing customers toward USSD (*334#) or competitors if the experience doesn’t improve quickly.

Safaricom has acknowledged the glitches and apologised, noting that fixes are underway. The company maintains that the unified app will ultimately offer better security and a more personalised experience.

Recommendations for Improvement

Better User Testing — Involve a wider cross-section of real users (urban, rural, low-data, diaspora) before major rollouts.
Smoother Migration — Preserve saved favourites and offer a longer parallel run of old and new apps.
Lighter Experience — Optimise for lower data usage and improve offline functionality where possible.
Clear Communication — Give customers advance notice, detailed guides, and easy rollback options.
Performance Focus — Prioritise speed and simplicity for core M-PESA functions over flashy features.

What Should Be Done Before Future Rollouts?

Safaricom has a strong track record of innovation, but M-PESA is too important to treat as a testing ground. Before any major future updates:

Conduct extensive beta testing with public opt-in.
Provide transparent timelines and impact explanations.
Ensure backward compatibility during transition periods.
Listen actively to feedback and act visibly on it.

A super app has huge potential, but only if it makes life easier — not harder — for the average Kenyan.

At the end of the day, customers aren’t against progress. They just want an app that works when they need it most. Safaricom has the resources and talent to get this right. The question now is how quickly they can turn early frustration into long-term loyalty.