Safaricom has clarified why some customers using the MySafaricom app are being prompted to sign in repeatedly, saying the measure is part of the app’s security features designed to verify a user’s identity.
The clarification came after X user Dr. FM Mobegi criticised the app for requiring repeated activation while roaming, saying it had asked him to activate it more than five times within an hour.
“How often is too much? Activating more than 5 times within 1 hour while roaming is outright daft and unnecessary. Highway robbery! If you listen to your custom, link the app to a registered device IMEI after initial set-up. Most fintechs do that and they’re equally secure,” Mobegi posted.
Responding to the complaint, Safaricom Care acknowledged the customer’s frustration but said the repeated sign-ins are linked to how the app authenticates users.
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“We understand how frustrating this is. For security reasons, the app verifies your identity using your SIM card and data. When using Wi-Fi, especially while roaming, the app may require you to sign in again. Apologies for the inconvenience caused,” Safaricom said.
According to the telecommunications company, the MySafaricom app relies on SIM card and mobile data verification to confirm a user’s identity.
As a result, customers using Wi-Fi networks while travelling outside Kenya may occasionally be required to log in again as part of the security checks.
The response comes amid concerns from some users who have reported repeated authentication requests, with some calling for the app to adopt device-based verification similar to other fintech applications.
The MySafaricom app allows subscribers to access services such as M-PESA, purchase airtime and data bundles, check balances and manage other Safaricom services from a single platform.
Safaricom’s digital security
Safaricom has stepped up security measures across its digital platforms in response to a surge in cyber threats, including SIM swap fraud, account takeover attempts and other scams targeting M-PESA and mobile banking users.
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The telecommunications giant has progressively rolled out enhanced authentication features across M-PESA and My OneApp, saying the measures are designed to prevent unauthorised access and safeguard customers’ personal information and financial transactions.
Although the additional verification steps may occasionally inconvenience genuine users, particularly Kenyans accessing the services while abroad, Safaricom maintains that the safeguards are necessary to curb fraud and strengthen the integrity of its digital ecosystem.
The clarification comes as the company continues urging customers to keep their applications updated, download software only from official app stores, and use authorised Safaricom login channels when accessing My OneApp and M-PESA services.
