UPDATE: Kenya Power announced the systems have been restored urging customers to purchase electricity tokens.
"We are glad to inform you that the prepaid system hitch has been resolved and customers can now purchase electricity tokens," read part of a statement issued.
The Kenya company apologised for the inconvenience caused to its customers.
Kenya Power says that it is experiencing a hitch on the prepaid system, which has caused delays in the generation of electricity tokens.
In a statement released on Thursday morning, the utility firm added that it was working to restore normalcy within the shortest time possible.
"We apologise for the inconvenience caused," Kenya Power stated.
Kenya Power, however, did not disclose the hitch the system was experiencing nor when the tokens will be ready for purchase.
A section of Kenyans had been experiencing technical issues when buying tokens in the past few hours.
"Transaction failed, the organisation's system receiving the payment experienced some technical challenges," one customer shared the message received when attempting to purchase tokens via mobile money.
Some also accused Kenya Power of failing to address the issue when the consumers first raised it.
Kenyans urged the power company to automate its services to avoid such inconveniences in the future.
To purchase tokens, consumers use pay bill numbers 888880 for prepaid and 888888 for postpaid. Those buying via the bank use the USSD code *977#.
"Please note that no other third-party agent is authorised to offer these services on behalf of KPLC. The company will, therefore, not take liability for any transactions conducted through any other platform," Kenya Power cautioned in 2022.
Additionally, it advises customers to use the pay bill number 888899 when applying for new connections.
Token prices have been on a steady rise, with Kenyans urging the government to intervene and ensure affordable electricity prices.
