Safaricom responds after customer questions why My OneApp needs internet to work

Safaricom has clarified why its My OneApp needs an internet connection to function, following a customer's question about the app's data usage. The customer, @StebewL, on social media asked why the application couldn't operate without mobile data despite not being intended to consume data. Safaricom responded, explaining that while the app is zero-rated and should not consume data once logged in, it still requires an internet connection to communicate with Safaricom's servers and provide real-time information such as balances, bundles, and account details.

This connection allows the app to retrieve current balance, available bundles, and other account specifics which can change in real time, such as airtime balance after making a call or purchasing a bundle. The app's requirement for internet connectivity is distinct from the concept of an application "using" a customer's data bundles, as it relates to the app's ability to connect to online servers.

This clarification comes as Kenyan consumers increasingly rely on mobile apps for managing telecommunications and financial services, leading to common questions about data consumption, connectivity needs, and privacy. Safaricom's statement did not imply the app can function offline, but rather that an internet connection is necessary for the app to fetch current account information from Safaricom's servers.