Safaricom customers have encountered different issues with MySafaricom app. For example, some users cannot download the app via Wi-Fi. Also, when others try opening the app, it only loads half of the features. And in cases where the app loads 100%, accessing some features, such as adding a new favourite till number, accessing the lock savings account, and viewing data balance, becomes impossible. So, what do you do when you discover the Safaricom app not working?
MySafaricom app experiences glitches from time to time. Whenever errors occur, one cannot use the app’s features, such as sharing M-PESA transactions, paying bills, scanning scratch cards to top up, and viewing data, Bonga points, airtime, and credit limit balances.
Sometimes, errors occur when a user does not have enough data bundles to use the app. Also, when the app is out-of-date, some features will take longer to load or not load at all. But many other reasons explain why the Safaricom app is not working.
MySafaricom app not working
MySafaricom app should work well to make it easier for you to access Safaricom services. However, the app can stop working because of the following reasons.
- Unstable internet connection.
- A memory leak in the app.
- Server-wide issues.
A corrupted file can also cause MySafaricom app to stop working.
How to troubleshoot MySafaricom app
The best way to fix MySafaricom app is to identify the cause of the problem. Here are different ways to troubleshoot the app to ensure it works again.
Check your internet connection
Previously, MySafaricom app worked well without data services. But after several updates, you must connect to the internet to access MySafaricom app. However, you cannot open MySafaricom app via Wi-Fi.
MySafaricom line does not work with other data plans. In other words, you must have a Safaricom SIM Card as the default data line. Troubleshoot as follows:
- Ensure you have enough Safaricom data bundles to use the app.
- Disable any VPN services on your line.
- Ensure the Safaricom SIM Card is the default data line on your device.
- Disconnect your device from Wi-Fi and try accessing the app using data bundles.
If you experience slow internet issues where the app takes longer to load, contact Safaricom customer care for further assistance.
Activate the app
Before using MySafaricom app, it helps to activate the application, especially if you are abroad. The app will also send you multiple notifications informing you to activate the app. Do the following:
- Launch the app.
- Enter your mobile phone number.
- You will receive an OTP SMS on your phone.
- Enter the code to verify your identity and activate the app.
Once activated, you can use the app to access Safaricom products and services.
Update the app
Safaricom releases updates for MySafaricom app almost weekly. So, when the app isn’t working on iPhone or Android, update the app to fix bugs and get other security features.
How to update MySafaricom app on iPhone
If you have installed MySafaricom app on your iPhone, here is how to update the app:
- Open the App Store.
- Tap your profile picture from the top-right.
- Pull down the Account screen to refresh it.
- You will see a list of apps that require updating, including MySafaricom app.
You can select the Update All button to update all apps at once or tap the Update button next to MySafaricom app to update it.
How to update MySafaricom app on Android
Here is how Android users can update MySafaricom app:
- Open the Google Play Store app.
- Tap on your profile icon at the top right.
- Tap on Manage apps & device.
- A list of installed apps will appear.
- Tap on the Update button next to MySafaricom app.
After updating the app, open it and see if it has fixed the issue. Alternatively, you can uninstall and reinstall the app instead of updating it. Generally, uninstalling and reinstalling an app is often a go-to solution when the app is not working properly.
It is a simple process that usually resolves issues, from minor glitches to more serious bugs. For example, it will clear corrupted or outdated data, reset the app, allow you to start over with a new version, and ensure you have an app compatible with your device.
Clear app data and cache
People use MySafaricom app for various reasons. They can transact money, buy data bundles, top-up airtime, pay for home fibre, and contact customer care. Because of these many activities, the app stores data on the device. And since Safaricom releases updates occasionally, a corrupt file in the app’s cache can cause problems.
MySafaricom app keeps stopping, loads forever, freezes or crashes and closes when doing a transaction. The best solution is to clear the app cache and data.
Clearing an app’s cache can also free up storage space on your device and delete temporary files associated with the app. You can remove the app’s cache by going to your device settings, finding MySafaricom app, tapping on it, and selecting Clear Data and Clear Cache.
Restart the app
MySafaricom app may load some features and not all. In that case, consider restarting the app. A restart is necessary if the app loads forever, crashes, or freezes. Generally, when MySafaricom app is not opening, a memory leak could be a problem. Thus, restarting the app clears the memory leak and other issues causing the slowdowns.
It ensures that newly installed features or bug fixes are correctly implemented and that all of your data is up to date and synced well. You can restart the app by closing it, waiting for 60 seconds, and opening it. However, a good fix is also to restart the phone. Restarting your device eliminates errors, fixes issues with apps, helps with connectivity issues, and resolves in-app problems that may arise.
In addition, restarting your phone can fix software glitches and flush out clogged memory caused by running multiple apps or running MySafaricom app continuously. You can also Force Stop the app if it is not working.
To force stop MySafaricom app on Android, go to Settings > Apps > find MySafaricom app > Select “Force Stop. On Apple devices, double-click the Home button, find MySafaricom app in the list, and swipe up on the app to force close it.
Contact Safaricom customer care
If everything you have tried fails, contacting Safaricom customer care services is best. The experts will guide you on the best troubleshooting practices. Here are ways of reaching the service.
- Call – 100, 200, +254-722-002-100, or +254-722-002-200.
- Email – customercare@safaricom.co.ke, advantage@safaricom.co.ke, or mobileoffice@safaricom.co.ke.
- WhatsApp – +254-722-002-100.
- Twitter – @Safaricom_Care or @SafaricomPLC.
- Facebook – @SafaricomPLC.
You may have to provide your phone number when contacting Safaricom on issues related to MySafaricom app.
Why is the Safaricom app not working? Generally, several things can cause the app to malfunction. For example, unstable internet connection, an out-of-date app, memory leaks, and system-wide outages are primary causes of app failure. You can fix this by ensuring you only access the app via the Safaricom SIM Card and purchase Safaricom data bundles. Avoid Wi-Fi because it can cause glitches.
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DISCLAIMER: This article is not sponsored by any third party. It is intended for general informational purposes only and does not address individual circumstances. It is not a substitute for professional advice or help and should not be relied on to make decisions of any kind. Any action you take upon the information presented in this article is strictly at your own risk and responsibility!
