Safaricom appears to be doing more than just apologising for the chaotic My OneApp rollout. After weeks of complaints from customers who were automatically moved from the old M-PESA app to the new unified My OneApp, the company is now sending some users 1GB of free data as a token of apology.
This comes after Safaricom publicly apologised for the troubled rollout, admitting that the experience had fallen short for many customers, especially those who were migrated without warning because they had automatic app updates enabled. Since then, the company has also been pushing updates to fix some of the more annoying bugs, including random logouts and login issues.
Now, some users are receiving an SMS from Safaricom acknowledging the forced migration from the M-PESA app to My OneApp and offering 1GB of free data as a gesture of goodwill. The message reads in part:
Dear Customer, we are sorry for the inconvenience you experienced when you were automatically migrated from M-PESA App to My OneApp.
Safaricom then adds: “Please accept 1GB from us as a token of our appreciation for your patience.”
I have seen a few reports from users online who say they received the free data, and I have also verified with some of them directly. Interestingly, from the few people I asked, receiving the free data does not seem to be tied to whether someone had formally submitted feedback to Safaricom. At least some of those who got the SMS say they had not filled out any feedback form or contacted support over My OneApp.
That makes the criteria unclear. Safaricom may be targeting users who were automatically migrated from the old M-PESA app, users who experienced login-related issues, users who interacted with customer care, or perhaps a broader group being compensated in batches. For now, there is no clear public explanation.
And no, I have not received the 1GB myself, despite also being part of the My OneApp experience like many other users.
Still, this move is notable. The apology was one thing, and app updates are another, but offering free data suggests Safaricom knows the rollout caused real inconvenience to some customers. Whether 1GB is enough is another conversation entirely, especially for users who were locked out, forced to re-authenticate repeatedly, or pushed into using Safaricom mobile data just to access an app that handles money.
My OneApp was supposed to simplify things by merging the M-PESA app and MySafaricom app into one platform. Instead, its early rollout created login issues, app instability, broken experiences, and widespread frustration. Safaricom has since been trying to clean up the mess through updates, support channels, public apologies, and now, apparently, small compensation gestures.
Have you received the free 1GB data from Safaricom as an apology for the My OneApp migration? Let us know in the comments.
