Every day, thousands of Kenyans purchase electricity tokens from the Kenya Power and Lighting Company (KPLC) through mobile money platforms such as M-Pesa and Airtel Money.
However, errors can occasionally occur during the purchase process. These include entering the wrong meter number, adding an extra zero, or making payments to unofficial agents — all of which can result in losses.
Recently, businessman and influencer Mwiti Jacob Titus, popularly known as JJ Titus, went viral after revealing that he had accidentally bought electricity tokens worth Ksh160,000.
The incident lit up social media, sparking disbelief, humor, and a wave of relatable confessions from Kenyans who had made similar errors.
In a viral post on October 6, 2025, Titus claimed that Kenya Power had not allocated any tokens to him following the transaction and that his attempt to reverse the payment had stalled.
“You didn’t allocate me tokens. I submitted a reversal form, but you have not reversed my money. No token, no money,” he wrote.
Later, he announced that Kenya Power had initiated the reversal process, providing some relief to concerned followers.
What to do if you make a mistake when buying tokens
When such errors occur, KPLC has a formal process in place to help customers recover their money.
The process is managed by the company’s Revenue Protection and Customer Service departments, following set timelines and verification procedures to ensure accountability.
KPLC advises customers to report any erroneous payments within seven days of the transaction.
Also Read: Kenya Power Offers Alternative Way to Buy Tokens After New Upgrade
The issue can be reported by visiting the nearest Kenya Power office, contacting the utility’s official Customer Care hotline, or messaging the verified Kenya Power Care pages on social media.
Steps reversing a KPLC prepaid tokens transaction (reallocation)
If you’ve made a payment error, follow these steps to request a reversal:
- Download the prepaid reallocation form from our website (www.kplc.co.ke). The form can also be requested through [email protected].
- Fill in the details and sign as required.
- Attach a copy of the receipt (in this case, a screenshot of the M-Pesa message).
- Attach a copy of your national ID (for a Kenyan) or Passport (for a non-Kenyan).
- Submit all required documentation to the email address, [email protected]. The completed form can also be dropped off at your nearest KPLC office.
- A reference number will be issued to assist with any future follow-up of this matter.
NOTE: There is a different form for postpaid use, but the requirements and timelines involved remain the same.
The reversal process can take time, so be patient after submitting your request.
“There is no timeline, and so long as you have the transaction details, we will complete the process,” Kenya Power notes.
Also, always use the official KPLC website and email for forms and communication.
If you need immediate assistance or guidance, call or WhatsApp the provided numbers, or use the official Kenya Power email ([email protected]).
Once the process is completed, the customer receives a confirmation SMS from Kenya Power or their payment provider.
Common causes of token loss
According to Kenya Power, most failed token purchases stem from entering the wrong meter or account number, using third-party payment apps or websites not affiliated with KPLC, and network interruptions during transactions.
Also Read: Explainer: Why KPLC Customers Get Different Tokens for Same Amount
The company warns that payments made through unofficial channels are not eligible for reversal, since those transactions are outside its control.
To avoid costly mistakes, Kenya Power encourages customers to:
Always use official Kenya Power Pay Bill numbers (888880 for prepaid tokens).
Double-check the meter number and amount before confirming a payment.
Keep transaction receipts or M-Pesa messages for at least 30 days after payment.
Use KPLC’s official mobile app or website for all bill inquiries and token purchases.
The utility company also advises customers to remain cautious about online scammers posing as utility agents and to report suspicious numbers through their official customer channels.
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