Safaricom Urges Users to Update My OneApp Following System Fix

Telecommunications provider Safaricom has instructed customers to download the latest version of its integrated My OneApp platform from the Google Play Store. The move follows a period of significant service disruption that affected millions of subscribers who rely on the application for financial and communication services.

The company released version 5.15 to address specific bugs that caused the application to malfunction. Users had reported a range of issues, including total login failures, frozen money transfers, and unexpected logouts. In many instances, the app would repeatedly request users to authenticate their identity using mobile data, even when they were already connected.

Safaricom confirmed that the technical team has resolved the underlying issues. The company advised users to update the software, restart their mobile devices, and then attempt to log in again. This fix is particularly targeted at the login loops that hindered access to M-Pesa and Bonga services.

The My OneApp platform was designed as a unified digital hub, merging the functionalities of the M-Pesa app and the MySafaricom app. By consolidating these services, the telco aimed to simplify the user journey and strengthen security protocols. However, the initial rollout faced immediate backlash from the public.

One of the most critical failures involved the authentication process. Many users found themselves locked out because the app required an active Safaricom SIM card and mobile data for verification. This requirement caused severe problems for Kenyans living abroad and travelers who rely on Wi-Fi or international SIM cards to manage their accounts.

The company issued a formal apology earlier this month, acknowledging that the transition fell short of expected standards. Safaricom noted that many customers were moved to the new platform through automatic updates on their smartphones, leaving them without a choice but to use the then-unstable version.

Beyond fixing the login errors, the 5.15 update has reintroduced features that were removed in previous versions. This includes the "Favourites" tab within the transactions menu, allowing users to quickly access frequent contacts for faster payments. The "Frequents" section has also been updated to improve navigation between various mini-apps.

To compensate for the inconvenience, some users have reported receiving 1GB of free data as a gesture of goodwill. While Safaricom has not specified the exact criteria for this reward, it appears to target those who were most affected by the forced migration and subsequent technical failures.

The telco continues to monitor the performance of the unified app as it attempts to stabilize the digital ecosystem. For those still experiencing difficulties, the company recommended disabling VPNs and ensuring the Safaricom SIM is set as the primary line before attempting the update process.