Safaricom Faces Technical Backlash Following Rigid My OneApp Transition

A version of this article appeared on TechCabal.

Safaricom is currently navigating a period of significant technical friction as the company pushes to transition from a traditional payments utility into a comprehensive technology platform. This strategic shift, which the firm describes as Fintech 2.0, has hit a visible hurdle with the rollout of its super app, My OneApp. The platform, designed to consolidate core M-PESA functions with the broader mySafaricom service layer, has encountered sustained public backlash over the last two weeks.

The primary point of contention involves the implementation of tighter security measures, specifically a process known as SIM-binding. Under this new protocol, the application requires users to be on an active Safaricom line using Safaricom mobile data to authenticate and gain access. While these measures were designed to mitigate fraud and enhance account safety, the execution has overlooked the practical habits of a market where consumers frequently utilize multiple SIM cards to manage costs.

The transition has left a segment of the user base trapped in a cycle of troubleshooting. Customers have reported being forced to clear application caches, restart devices, and physically swap SIM cards into primary slots just to access their funds. Even weeks into the rollout, Safaricom support teams have continued to recommend these manual workarounds to frustrated users.

Perhaps more concerning for long-term retention is the loss of what analysts call financial memory. Several users have reported that saved paybills and frequent contacts, which were built up over years of transaction history, did not migrate to the new interface. When the fundamental act of sending money becomes a technical struggle, the additional features of a super app are often perceived by the public as bloat rather than added value.

The rollout has also highlighted a breakdown in change management for a system that millions of Kenyans rely on daily. Because app stores typically utilize auto-update features, many users were pushed onto the new platform without prior preparation. Once logged out by the update, they were met with authentication requirements that were, in many cases, impossible to fulfill without immediate access to a Safaricom data connection.

Industry observers suggest that a firm of Safaricom's scale had several established strategies available to ensure a smoother migration. These include a phased rollout to identify bugs in smaller groups, a bridged application model that keeps the old app functional during the transition, or geographically aware authentication.

As the company pursues its 2030 vision of becoming a purpose-driven technology company, the current friction serves as a reminder that infrastructure must remain accessible. The challenge for Safaricom now lies in ensuring that its push for an intelligent, secure ecosystem does not create a barrier to the financial inclusion it has championed for over two decades.