{
  "id": 16312012,
  "title": "Safaricom gives My OneApp users troubleshooting instructions after login complaint",
  "url": "https://urgent.news/2026/10/24/safaricom-gives-my-oneapp-users-troubleshooting-instructions-after",
  "topic": "world",
  "section": "World",
  "published": "2026-10-24T10:09:06.000Z",
  "source": {
    "name": "People Daily Kenya",
    "slug": "people-daily-kenya",
    "url": "https://peopledaily.digital/business/safaricom-gives-my-oneapp-users-troubleshooting-instructions-after-login-complaint"
  },
  "original_language": "en",
  "account": "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.",
  "summary": "Safaricom has issued easy troubleshooting instructions to customers struggling to access its My OneApp. Safaricom has advised a customer struggling to access the My OneApp platform to clear the application’s cache and data after reporting that they had been unable to log in since the previous day. The response followed a complaint posted on X […]",
  "key_points": [
    "Safaricom offers troubleshooting steps for My OneApp login issues.",
    "Users instructed to clear app cache and data on Android devices.",
    "Company apologizes for ongoing login failures and access problems."
  ],
  "editors_take": "Persistent technical failures in the consolidated digital platform force Safaricom to rely on manual troubleshooting steps to maintain service reliability for its mobile money and account management users.",
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}