Safaricom’s new My OneApp has had a rough start, and that is putting it mildly.
Since launch, many users have been venting across social media about login failures, broken mini apps, lag, missing features, and the general frustration of being pushed into a new experience that still feels unfinished. We’ve been documenting those pain points from day one, from the initial rollout of the unified app earlier this month to Safaricom’s latest admission that key parts of the experience were not working properly.
Now, Safaricom appears to be doing what it should have done aggressively from the start: asking users directly what they think.
The company is sending out SMS messages inviting customers to share feedback on My OneApp.
From what I’ve seen, the form asks a few simple but important questions: whether you use Android or iOS, how easy the app is to use and navigate, what you like about it, what you do not like, and how likely you are to recommend it to someone else on a scale of 0 to 10.
That matters because for the past week or so, a lot of the noise around My OneApp has been happening in the wrong places. Users have been ranting in comment sections, quote-posting Safaricom Care, and unloading on social media admins who, frankly, can only do so much beyond copy-pasting apology lines and asking people to DM their number. This form, at least in theory, is a more direct path to the teams that actually design, build, and maintain the app.
And if you have used My OneApp, you probably already have something to say. Click or tap on this link to submit your feedback.
When Safaricom unveiled the app on April 1, the pitch sounded sensible enough: merge the M-PESA app and MySafaricom into one unified platform so users do not have to keep jumping between apps for payments, bundles, account management, and mini apps. On paper, that sounds cleaner. In practice, the transition has been messy.
A few days after launch, Safaricom publicly acknowledged that My OneApp was experiencing login problems and that most of the financial mini-apps services were not working. That was already a big red flag, because if there is one thing a Safaricom super app cannot afford to fumble, it is the money side of the experience.
I’ve also argued that, beyond the bugs, Safaricom made a branding mistake here. Dropping both “Safaricom” and “M-PESA” from the main product name and replacing them with “My OneApp” strips away the familiarity and trust the company has spent years building. It may sound modern in a boardroom deck, but for ordinary users, it feels vague and disconnected from the brands they actually know.
Then there is the practical stuff. In my own recent experience, My OneApp would not let me pay for Safaricom Home Internet and instead threw up an “unexpected error.” That kind of failure is not a minor annoyance. It cuts right into a core use case, and it reinforces the broader complaint that the new app was rolled out before it was truly ready.
So yes, if Safaricom is now asking for feedback, users should absolutely take that opportunity.
Be specific. If the app is slow, say that. If login is unreliable, say that. If a feature you used in MySafaricom or the old M-PESA app is now harder to find, say that too. And if your biggest issue is the branding itself, that deserves to be said plainly. Once again, click or tap on this link to submit your feedback.
Because if Safaricom genuinely wants My OneApp to become the super app it keeps promising, it must listen to the people already telling it, in very clear terms, that the current experience is not good enough.
