The Kenya Power and Lighting Company (KPLC), Kenya’s energy utility, has explained that prepaid electricity customers who accidentally delete their token SMS can still access their recent token details via a designated service.
In a statement on April 25, Kenya Power outlined the process for customers who purchased electricity but lost the confirmation message before entering the token into the prepaid meter to retrieve the lost token.
“Deleted your token SMS before you could key it? Dial *977# and view your last 3 tokens instantly. Stress‑free, just the way you like it,” read part of the statement.
Step‑by‑Step Guide on How to Retrieve Deleted Tokens
According to Kenya Power, customers must dial *977# from the same mobile phone number used to purchase the electricity token.
After dialing, a menu appears on the phone screen, allowing users to select prepaid electricity services. Customers are then guided to an option that displays recent token purchases.
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After selecting the relevant option, users are prompted to enter their 11-digit prepaid meter number, also known as the meter reference number.
Customers who have previously saved their meter details on the USSD platform may select the meter number directly from the menu instead of typing it in manually.
Once the meter number is submitted, the system requests confirmation to proceed, and the company says that customers must have airtime available for the request to be completed.
According to Kenya Power, the system then processes the request and sends an SMS to the customer.
The message contains details of the last three electricity tokens purchased, including the purchase date and the full 20-digit token numbers.
Kenya Power says customers can choose the correct token and load it into their prepaid meter to restore the electricity supply, noting that the service is available at all hours and works on Safaricom, Airtel, and Telkom networks.
Kenya Power says the USSD service is intended to reduce inconvenience for customers who lose token messages and to limit the need for physical visits to service offices or calls to customer care lines.
Kenya Power on Alternative Ways to Retrieve Token Messages
The service only displays the three most recent tokens purchased, so customers are advised to ensure they use the correct meter number.
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The *977# service does not require an internet connection, making it accessible even on basic mobile phones.
If the USSD option is unavailable, customers can also retrieve token details through the official MyPower mobile app or the Kenya Power self‑service portal by searching using their meter number.
The company encourages customers to keep some airtime on their phones and to enter tokens soon after purchase to avoid inconveniences, noting that the USSD option is the fastest and most reliable way for most users to recover deleted electricity token messages.
