Safaricom has introduced a new feature allowing customers to request and activate electronic SIM cards directly through its My OneApp platform, making it easier for eligible subscribers to manage mobile connectivity without relying on traditional physical SIM cards.
The feature, announced on Monday, October 12, 2026, enables customers to initiate an eSIM request, monitor its progress and complete activation through the company's mobile application. The development forms part of Safaricom's efforts to consolidate essential telecommunications services within a single digital platform.
Previously, customers seeking to switch from physical SIM cards to eSIM technology could face additional steps involving customer service channels or physical service points. The latest functionality is intended to simplify that process by allowing more of the application and activation journey to take place through a smartphone.
Customers can access the feature by opening My OneApp and navigating to the profile section, where the eSIM request option is available. Users can then follow the instructions provided in the application and monitor their requests as they are processed.
Once the request has been approved, eligible customers can proceed with activation through the same platform. The process eliminates the need to insert a removable SIM card into the device, although users must first confirm that their smartphones support eSIM technology.
An eSIM, short for embedded Subscriber Identity Module, is a digital alternative to the conventional plastic SIM card. Instead of requiring a removable chip, the technology allows mobile subscription information to be provisioned electronically on supported devices.
The technology has become increasingly common in modern smartphones, tablets and smartwatches. Several device manufacturers now support eSIM functionality, with some models allowing users to maintain multiple mobile profiles on a single device.
For consumers, one of the main advantages is convenience. A customer can potentially activate a mobile subscription without physically obtaining a SIM card, making the process more flexible for people who prefer digital account management.
The technology can also benefit frequent travellers who need to manage different mobile subscriptions. Compatible devices may support multiple eSIM profiles, allowing users to switch between supported mobile plans without repeatedly replacing physical cards.
However, not every smartphone supports eSIM technology. Compatibility varies depending on the manufacturer, device model and sometimes the market in which the handset was sold.
Safaricom has therefore advised customers to verify their device compatibility before beginning the application process. Users may also need to update My OneApp to the latest available version to access the new functionality.
The introduction of in-app eSIM management reflects a broader shift in telecommunications towards digital self-service. Mobile operators are increasingly allowing subscribers to manage accounts, purchase services and make changes to their subscriptions through applications rather than visiting retail outlets.
Safaricom's My OneApp already combines several services, including mobile account management, airtime purchases, data bundles and M-Pesa functionality. Adding eSIM management extends the platform's role in handling everyday telecommunications requirements.
For Safaricom, digital activation could also reduce some of the operational work associated with physical SIM distribution and routine customer service interactions. However, the company has not disclosed how much it expects to save or how many customers are likely to adopt the new feature.
Security remains an important consideration because mobile numbers are frequently linked to banking applications, mobile money accounts and other sensitive digital services. eSIM technology does not eliminate the need for identity verification or safeguards against unauthorised SIM replacement.
Customers should therefore continue using official Safaricom channels and avoid sharing account credentials or verification codes with individuals claiming to assist with activation.
The latest feature does not mean physical SIM cards are being discontinued. Customers with compatible devices now have an additional option for managing their subscriptions, while those using conventional SIM cards can continue accessing mobile services.
As smartphone manufacturers expand eSIM support, digital activation is likely to become increasingly familiar to Kenyan mobile subscribers.
Safaricom's latest update represents another step towards fully digital telecommunications services, giving compatible smartphone users a more convenient way to request and activate mobile subscriptions through My OneApp.
