Safaricom Updates My OneApp to Support Airtel, Roaming Users

Why It Matters

Removing the logout barrier improves user experience for overseas Kenyans and accelerates adoption of My OneApp, reinforcing Safaricom’s dominance in a market where network‑agnostic digital services are becoming essential.

Key Takeaways

• My OneApp now stays logged in when switching to Airtel Kenya
• Initial activation still requires Safaricom mobile data, not Wi‑Fi
• Update addresses frequent logout and OTP failures reported by diaspora
• Consolidation aims to retire M‑PESA and MySafaricom apps within six months

Pulse Analysis

Safaricom’s My OneApp was launched in April as a one‑stop digital hub, merging M‑PESA, airtime top‑ups, fibre services, customer care and mini‑apps. The ambition was to replace legacy apps and create a unified experience for Kenya’s 30‑plus million mobile users. Early adopters, however, ran into persistent login problems, especially when moving between Wi‑Fi, roaming, or rival carriers, prompting complaints from the diaspora community that the app was costly and cumbersome to use abroad.

The latest update directly tackles those pain points by allowing the app to stay authenticated when the device switches to non‑Safaricom networks like Airtel Kenya. Tests show that the session remains alive during network handoffs, reducing the need for repeated OTP verification and costly roaming data bundles. While the initial activation still requires Safaricom’s own mobile data—a limitation for users without roaming plans—the overall stability gain is a significant step toward broader acceptance among overseas Kenyans who form a lucrative segment for mobile financial services.

Strategically, the enhancement aligns with Safaricom’s roadmap to phase out the separate M‑PESA and MySafaricom applications within six months, consolidating all consumer interactions onto My OneApp. By smoothing the user journey, Safaricom not only safeguards its market share against emerging fintech rivals but also positions the platform as a scalable foundation for future services, such as digital lending or e‑commerce integrations. In a region where network‑agnostic access is increasingly expected, the move could set a new benchmark for telecom operators seeking to blend connectivity with financial ecosystems.