Thousands of prepaid electricity customers across Kenya have reportedly been thrown into panic since Saturday, December 6, after Kenya Power and Lighting Company (KPLC) experienced a major system hitch that blocked the purchase of electricity tokens.
The outage has left households and businesses in darkness despite sustained efforts to contact KPLC customer care helplines.
Many have reported that the problem stems from an error message indicating that customers’ account or meter numbers are “incorrect,” even when the details entered are accurate.
Screenshots shared online show failed transactions accompanied by prompts such as:
“Transaction failed. The format of your account number is incorrect. Please check and try again with the correct format of your account number.”
Safaricom Confirms Paybill Failure
Telecommunications giant Safaricom, which processes the bulk of KPLC token payments through its M-Pesa platform, acknowledged the issue on Sunday morning.
In a statement posted on X, Safaricom Care responded to the numerous complaints from Kenyans unable to continue their daily activities that require electricity.
“Hello, our sincere apologies. We are experiencing a technical issue with the KPLC paybill service. However, we are working towards resolving the issue as soon as possible.”
The confirmation eased speculation among customers who had initially suspected meter-related problems. Safaricom did not provide a timeline for restoration, but assured users that engineers were working to fix the situation.
Others reported that their meters had been blocked, forcing them to seek assistance at KPLC offices.
“Meter blocked and people are suffering out here. I have been told I need to visit their offices to get tamper code.”
The frustration was evident as customers shared experiences of being stranded without power, some recalling similar outages in previous months.
Impact on Homes and Businesses
The disruption has hit homes hard, with families unable to power essential appliances or lighting.
Small businesses, particularly those reliant on electricity for operations such as salons, cyber cafés, and eateries, are counting losses as they wait for a resolution.
For many Kenyans, prepaid electricity is the lifeline that ensures an uninterrupted supply.
Unlike postpaid customers, prepaid users must purchase tokens in advance to keep their meters running.
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Any delay in accessing tokens results in an immediate blackout, making the current hitch a critical inconvenience.
KPLC Yet to Issue Official Statement
As of Sunday morning, Kenya Power had not released an official statement addressing the outage, leaving customers in the dark.
Some users suggested using the KPLC mobile app as an alternative, though reports indicate the app is also affected by the glitch.
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Until the issue is resolved, customers are advised to avoid repeated transaction attempts that could lead to unnecessary mobile money charges.
This is not the first time KPLC customers have faced disruptions in purchasing electricity tokens.
In recent years, similar outages have occurred during system upgrades or technical failures, often lasting several hours and sparking widespread frustration.
In July 2024, a nationwide glitch in the token generation system left thousands without power for nearly 12 hours, prompting calls for improved infrastructure and backup solutions.
Consumer rights groups have repeatedly criticized KPLC for inadequate communication during such incidents, arguing that delayed updates worsen public anxiety.
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