March 12, 2026
Important Updates On Our Progress So Far
Dear MYDAWA Customer,
I wanted to share a brief update as we continue working to strengthen and improve the MYDAWA platform and the services we offer you.
Over the past several weeks, our teams have been focused on resolving the issues that many of you reported earlier in the year. I am pleased to share that the majority of these bugs have now been addressed. In particular, the main issues affecting customer login and payments attaching correctly to orders have been resolved. This should allow for a smoother and more reliable login and payment experience for our customers.
As we continue to refine and strengthen the platform, we will temporarily not be processing card payments while we complete additional work to restore and improve this service. In the meantime, we kindly ask customers to check out using M-Pesa, preferably M-Pesa Express, which remains fully operational and is the fastest way to complete your order. We will share an update as soon as card payments are restored.
We have also resolved the accessibility challenges some customers experienced when trying to reach our customer support team. During the transition period, a number of calls were unfortunately being disconnected before reaching our agents. This issue has now been fixed, and our customer service lines are once again fully accessible. Our CX team stands ready to support you whenever you need assistance.
To further improve delivery accuracy and ensure that every order reaches the right customer, we are going to be introducing an Order Verification OTP (One-Time Password) process. Once you place an order, you will receive a unique OTP. When the rider arrives with your order, you will simply provide this OTP to confirm delivery. This additional step helps ensure that orders are delivered securely and successfully to the correct customer. Look for additional communication on this in the coming weeks as we roll it out.
At the same time, we are continuing to make improvements across the platform. Our teams are currently working on updates to search functionality as well as enhancements to our logistics systems. These improvements are aimed at making it easier and faster for you to find the products you need and receive them when you need them.
Beyond improvements to the digital experience, we are also expanding the ways in which we serve you. We have recently opened a new MYDAWA location in Embakasi next to Hornbill the Flight, adding to our Adams Arcade and Mombasa stores. These walk-in locations allow you to access the same trusted products and affordable prices you enjoy online, while also receiving guidance from our qualified team.
March is also a special month for us as it marks MYDAWA’s 9TH BIRTHDAY!!
To celebrate with you, our loyal customers, we are running our birthday campaign under the theme “Birthday ni Yetu, Deals ni Zako.” Throughout the month you will find great offers across the platform, with discounts of up to 50% off on a wide range of products.
You can log on to the platform or visit us in-store to take advantage of these offers. We also encourage you to follow our social media channels where we will be sharing additional deals throughout the month.
Thank you again for your continued trust in MYDAWA. We remain committed to improving your experience and delivering innovative, high-quality, and affordable healthcare services every day.
Lastly, we are committed to giving you the best service possible, and for that we need your feedback. Please share any issues or feedback you have through our official feedback channel at support@mydawa.com as we aim to continually grow and improve. If you would like to stay informed about what is happening at MYDAWA, you can follow the link below and add your details to ensure you continue receiving these updates.
https://docs.google.com/forms/d/11208rlP2otw0unCJcPT3KF-UWPLYKmTP5FldbJ6yNjo/edit
Warm Regards,
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