Kenya’s telecommunications company, Safaricom PLC and Kenyans across the Country have reported a delay in the generation of tokens from the Kenya Power and Lighting Company (KPLC).
In a statement released on Saturday, October 5, Safaricom confirmed that it is actively working on restoring the service.
“Kindly note there is delays on token generation from KPLC, they are in the process of restoration,” Safaricom said.
“Once they are generated the KPLC token SMS will be sent.”
At the same time, Kenyans took to their social media accounts to express their frustrations when trying to purchase tokens, with many receiving the error message.
Kenyans Express Frustrations After Token Delays
According to many customers, the message displayed after attempting to purchase tokens read: “Transaction failed, M-PESA cannot complete payment of (Amount) to KPLC PREPAID. The organization’s system receiving the payment experienced some technical challenges. Please try again later.”
“Transaction failed, M-PESA cannot complete payment of Ksh500.00 to KPLC Prepaid. The Organization’s system receiving the payment experienced some technical challenges, try again later,” Sindiga Omori said.
“@KenyaPower_Care please am trying to buy electricity token by I can’t this is what it says, Transaction failed, M-PESA cannot complete payment of Ksh300.00 to KPLC PREPAID. The Organization’s system receiving the payment experienced some technical challenges, try again later,” another user wrote.
Social Media Personality Omwamba also wrote, “KPLC Tokens Payment Paybill System is Down for M-Pesa. What is really happening with Kenya Power and Lighting Company ladies and gentlemen?”
Also Read: KPLC Blackout: Nationwide Power Outage Hits Kenya, Again
At the time of Publishing, KPLC had not issued a statement or update on the matter.
This is not the first time customers have experienced delays in token generation. On Saturday, September 28, the power utility company promptly addressed the issue after Kenyans raised complaints and confirmed that it had been resolved by 10:00 pm on the same day.
“We wish to inform all our pre-paid customers that the token message delay which was experienced earlier today has been resolved,” the Company said on September 28.”
“We are working to expeditiously send out all the affected tokens and clear the backlog as we request for your patience as we undertake this exercise and thank you for your continued support.”
How to Retrieve Tokens Via KPLC App and USSD Code
If you’re a prepaid customer of Kenya Power, you can easily retrieve your token number using the Unstructured Supplementary Service Data (USSD) code *977# by following these steps:
- Dial *977# on your phone.
- A menu will appear on your screen. Select option 1 for “Prepaid Services” (token).
- You’ll be directed to the “Latest Token” option, where you can either choose your meter number or add a new one.
- After selecting the meter number, you’ll be able to access the last five tokens purchased.
- Your most recent token purchase will be displayed, allowing you to retrieve it quickly.
To access your KPLC token information through the self-service portal, follow these steps:
- Visit the KPLC self-service portal: Go to selfservice.kplc.co.ke.
- Register or log in: For new users, register an account; existing users can simply log in.
- Click on “Bill/Meter Query”.
- Enter your KPLC prepaid meter account number and click “Search.”
- View your transactions: A list of your KPLC token transactions will appear, with the most recent transaction at the top, displaying the token number you need.
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