Kenyans attempting to purchase Kenya Power tokens via Safaricom’s M-Pesa are currently facing difficulties. Customers have been reporting technical problems since around 6 pm, and the issue remains unresolved after more than two hours.
Customers on M-Pesa have been receiving error messages such as, “Transaction failed, M-PESA cannot complete payment of Ksh50.00 to KPLC PREPAID. Please try again shortly.” Those receiving the error message are the lucky ones, as many M-Pesa customers are not receiving any messages after attempting to buy electricity tokens.
In response to inquiries, the power company has publicly acknowledged the issue, stating, “We are working to resolve a hitch, which is causing delays in vending of prepaid tokens. Apologies for the inconvenience caused.”
The utility company has further advised frustrated customers to use its USSD platform. KPLC said in a notice, “Customers are advised to access their tokens by dialing *977# > 1: Prepaid Services (Token) > 2: Latest Token > Select Meter or Add Meter.” However, KPLC’s USSD service is unreliable, with some users failing to receive recently purchased tokens and others encountering error messages. Additionally, the service is not free and comes with a KES 10 access fee.
The Kenya Power mobile app, intended as an alternative, is also experiencing problems, displaying its own error messages and preventing users from accessing their accounts.
Kenya Power does have alternative digital payment platforms, including Equitel, Airtel Money, Co-op Bank, and KCB Bank. These other platforms are working seamlessly for now. It is worth noting that the purchase of Kenya Power tokens via Airtel Money comes at no extra charge.
