Kenya Power customers occasionally experience delays in receiving prepaid token SMS messages after purchasing electricity through M-PESA or other payment channels.
The delays, which are often caused by temporary system congestion or network issues, can leave households stranded without electricity despite successful payment confirmation.
However, Kenya Power says customers can still retrieve their tokens instantly using self-service platforms without waiting for the SMS notification.
You can use our KPLC tokens calculator: https://topnews.ke/kplc-token-calculator/
How to Retrieve Delayed KPLC Tokens Using *977#
The fastest and most convenient way to retrieve delayed tokens is through the Kenya Power USSD service.
Customers are required to:
- Dial *977# on their phone
- Select Option 1 for Prepaid Services (Token)
- Select Option 2 for Latest Token
- Choose a saved meter number or enter the 11-digit meter number
After completing the process, customers receive an SMS containing the latest token codes linked to recent transactions.
The service works on all mobile phones and does not require internet access.
MyPower App Offers Instant Token Access
Customers with smartphones can also retrieve delayed tokens through the official Kenya Power MyPower App.
Under the “Recent Transactions” section, users can instantly view previously purchased token codes without waiting for SMS delivery.
Kenya Power has increasingly encouraged customers to use the app as a backup during message delays.
In a recent customer advisory, the utility firm noted that the app gives customers direct access to their transaction history whenever token messages delay.
Why Token Messages Sometimes Delay
According to Kenya Power customer advisories, token delays are usually linked to temporary communication issues between payment systems and messaging platforms.
In many cases, the transaction is successfully processed and the token generated even though the SMS arrives late.
The company says delays may also occur during:
- Peak transaction hours
- System maintenance periods
- Network congestion affecting SMS delivery
Customers are advised to first confirm that they received the M-PESA confirmation message before attempting retrieval.
Ensure Your Meter Keypad is Working
Kenya Power also advises customers to ensure the Customer Interface Unit (CIU) — the indoor keypad device — is properly connected and powered.
If the CIU screen is blank or unresponsive:
- Check that it is firmly plugged into a socket
- Replace old batteries if the device uses batteries
- Restart the device and try entering the token again
Sometimes token loading problems are linked to communication issues between the keypad and the main meter.
Customer Care Contacts for Assistance
If the token still does not appear after retrieval attempts, customers can contact Kenya Power directly through its customer support channels.
Support options include:
- Call Centre: 97771
- Telephone: 0703 070 707 or 0732 170 170
- Social Media: @KenyaPower_Care on X (formerly Twitter) and Facebook
Customers are usually required to provide:
- Meter number
- M-PESA transaction code
- Registered phone number
to help verify the transaction.
Kenya Power Pushes Self-Service Channels
Kenya Power has continued encouraging customers to use digital self-service platforms to reduce congestion at customer care centres and speed up service delivery.
The *977# USSD platform and MyPower App now support several services including:
- Token retrieval
- Bill checking
- Self meter reading
- Account management
- Postpaid bill inquiries
The utility company says the platforms are designed to give customers faster access to services without needing physical assistance.
