The Kenya Power and Lighting Company Plc (Kenya Power) and Safaricom have announced a message delay for customers attempting to purchase tokens.
In a late-night statement on Saturday, January 25, Kenya Power said it is experiencing a technical affecting token message relay.
“We wish to inform all our pre-paid customers that we are experiencing a delay in relaying token messages,” Kenya Power said.
Kenya Power apologized for the delay and advised customers to use USSD *977# to access the token messages.
The company added that customers with smartphones can receive messages through the MyPower app instead.
“Customers are advised to access their tokens by dialling *977# > 1: Prepaid Servies (Token) >2: Latest Token> Select Meter or Add Meter,” Kenya Power said.
“Alternatively, tokens can be accessed through MyPower App that is available on Android and iOS platforms. We apologize for any inconvenience caused.”
Safaricom Confirms Delay
Safaricom also confirmed that it is experiencing delays in relaying the token message to customers.
While responding to a customer, the Telecommunication Company said it was working to resolve the issues.
“Hello Akinyi, currently we are having some delay with KPLC token purchase, kindly be patient as we resolve the issue. Sorry for the inconvenience,” Safaricom said is a response to X user.
The statement follows complaints from customers attempting to purchase tokens from around 6 pm on Saturday.
Customers on M-Pesa have been receiving error messages such as this, “Transaction failed, M-PESA cannot complete payment of Ksh50.00 to KPLC PREPAID. Please try again shortly.”
Further, there is another group of M-Pesa customers who are not receiving any messages after attempting to purchase electricity tokens.
Also Read: Explainer: Why KPLC Customers Get Different Tokens for Same Amount
Kenya Power Step-by-Step Procedure of Accessing Lost Token
The Company has a step-by-step guide on how customers can retrieve lost KPLC token update codes as follows:
1) Dial *977# on your mobile phone, select send.
2) Select the prepaid services (1) option and then proceed.
3) Click on ‘update meter yako’ option (4) and then select send.
4) Enter your meter number.
5) Proceed to a menu indicating the meter number, the reset code and the update code.
Also Read: KPLC Monopoly: Two Companies Apply to Generate & Supply Electricity
Steps to Take When Toke are Rejected
Additionally, Kenya Power has a procedure that Kenyans should follow whenever their tokens are rejected as follows:
1. Replace the batteries of the CIU gadget for loading tokens.
2. Switch off your meter from the main switch for 30 minutes.
3.Once done dial 804 and enter on your CIU (the gadget for loading token) to confirm your meter no. (11 digits).
4. Load the token again.
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