Safaricom has outlined six key steps for Kenyans living abroad who want to download, update and activate its My OneApp.
The new application brings together services such as M-PESA, airtime, data bundles, Bonga points and other Safaricom services in one platform.
For Kenyans in the diaspora, Safaricom says the process requires careful preparation because the Safaricom SIM card must be available during activation.
Users should first download or update the My OneApp while connected to Wi-Fi. They should then activate a roaming bundle and make sure their Safaricom SIM card is inserted into the phone and set as the primary or default SIM.
After completing these steps, users should switch from Wi-Fi and sign in while connected through their active roaming service.
The process is designed to allow Safaricom to verify the customer's SIM during the initial sign-in. The company says SIM-based authentication is a security measure intended to help protect customers against fraud.
Once the initial sign-in has been completed successfully, users can continue using the application through Wi-Fi or mobile data.
Safaricom has also indicated that customers abroad can download or update the application while travelling, provided they have their Safaricom SIM and an active roaming service.
Customers who do not have their physical Safaricom SIM while abroad may seek support for an eSIM.
The changes come after some Kenyans living abroad experienced difficulties accessing My OneApp following its introduction. Safaricom has since made updates aimed at improving access for roaming and diaspora customers.
My OneApp is now positioned as Safaricom's main platform for accessing several services in one place, making successful activation important for customers who rely on M-PESA while outside Kenya.