Kenyans Raise Questions After Token Delay Lasts for Hours

An image of someone inserting tokens on their gadgets.
A photo of someone inserting KPLC tokens on their gadgets.

Kenyans in most parts of the country were left stranded for hours on Wednesday after experiencing delays while purchasing electricity tokens.

Commenting online, most users questioned why there was a delay in receiving the confirmation message after making their purchases from Kenya Power.

"Is there a problem with token buying today? I have bought two tokens today and I have not received them please assist thanks," one Kenyan lamented online.

Kenya Power technicians installing a transformer in Kisumu County on April 5, 2022.
Kenya Power technicians installing a transformer in Kisumu County on April 5, 2022.
Kenya Power

In response, the company explained that there was a delay in processing tokens urging Kenyans to be patient.

Kenya Power also apologised for the inconvenience caused even as Kenyans residing in different parts of the country reported being plunged into darkness for hours.

"The token has not yet been processed. We shall send it to you once it vends," Kenya Power stated.

Fortunately, the company acted promptly to send the token to each customer. Kenya Power also addressed concerns of lack of electricity in various parts of the country.

Meanwhile, Kenya Power has a USSD code, 977, which allows its customers to get confirmation messages faster.

When a customer dials *977#, the system populates several services including; new connections, report incidences, jua for sure, and billing complaints.

Select the prepaid option and select the latest token option then input the meter number to get the token.

The USSD code can also be used to buy tokens, manage meters, or get the token details.

Kenya Power offers both post and prepaid services with customers able to purchase tokens via pay bill numbers or the bank. Those paying for postpaid tokens use the paybill number 888888 while those paying for prepaid use the paybill number 888880.

A photo of a tenant inputting tokens to a meter
Kenya Power