The Lower Eastern Times Opening The Third Eye
Safaricom has addressed growing frustration among MyOneApp users who say they are being logged out of the application repeatedly.
The clarification followed a customer complaint about having to reactivate the app multiple times in quick succession, with the user asking whether the platform now mandated the use of Safaricom mobile data. The customer described activating the app roughly five times within a single hour due to persistent logouts.
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Responding to the concern, Safaricom explained that the app relies on a user’s SIM card and mobile data to verify identity for security purposes. The company noted that switching to Wi-Fi — particularly while roaming — can trigger a fresh sign-in requirement, and acknowledged the frustration this causes users.
This latest explanation follows a broader apology Safaricom issued in April over widespread dissatisfaction with the app’s rollout. In an April 16 statement, the telco admitted the launch had fallen short of expectations and delivered a disappointing experience for many customers.
The company acknowledged that numerous users struggled to access and navigate the app, which prompted an internal review. It noted that problems were especially common among customers roaming abroad, those in the diaspora, and users whose phones had automatically updated to the new version without warning.
Safaricom maintained that the app was originally built to consolidate its services into a single platform, aiming to improve convenience, security, and the overall customer experience. Still, the company conceded that real-world performance had not matched these goals, and pledged that customer feedback was being treated as an urgent priority.
The telco assured users that its teams were working continuously to resolve outstanding issues, with the goal of ensuring seamless access to MyOneApp for customers both within Kenya and abroad.
