Safaricom gives My OneApp users troubleshooting instructions after login complaint

Safaricom has provided easy troubleshooting steps for users experiencing login issues with its My OneApp platform. The company advised customers to clear the application's cache and data after Karioki Eujoh reported being unable to log in since the previous day. Karioki's complaint was shared on X, expressing frustration with the service's reliability.

Safaricom apologized for the inconvenience and instructed users to navigate to the app's settings, clear the cache and data, and then reopen the application to attempt logging in again. The instructions differ slightly depending on whether users are on Android devices, where they must access their phone settings, locate My OneApp under the applications menu, and open the app's storage settings to clear cache and data.

After clearing the cache and data, users should sign in again or complete any setup processes. If the issue persists, customers can contact Safaricom through its official customer-care channels for further assistance. My OneApp, introduced in April 2026, aims to consolidate mobile money services, airtime purchases, account management, Bonga points, and other digital services into one application.

However, since its launch, users have reported login failures, repeated logouts, and difficulties accessing certain features. Safaricom apologized in April for the issues, especially for customers experiencing problems while abroad or roaming, and subsequently rolled out updates to address customer feedback. Despite these changes, customers have continued to raise concerns about access and reliability.