Kenya’s telecommunications giant, Safaricom PLC, along with numerous Kenyans, has reported delays in generating tokens from the Kenya Power and Lighting Company (KPLC).
In a statement issued on Saturday, October 5, Safaricom acknowledged the issue and assured customers that efforts are underway to restore the service.
“Please be advised that there are delays in token generation from KPLC, and they are working to resolve the matter,” the company stated.
“Once the tokens are generated, KPLC will send out the SMS notifications.”
Meanwhile, frustrated users took to social media to voice their concerns over the difficulties they faced while attempting to purchase tokens.
Many encountered error messages during the process.
One common notification read: “Transaction failed, M-PESA cannot complete payment of (Amount) to KPLC PREPAID.
The organization’s system receiving the payment experienced some technical challenges.
Please try again later.”
Another user, Sindiga Omori, shared his experience, stating, “Transaction failed, M-PESA cannot complete payment of Ksh500.00 to KPLC Prepaid.
The organization’s system receiving the payment experienced some technical challenges; try again later.”
Similarly, other users expressed their frustrations, questioning KPLC’s reliability.
Social media influencer Omwamba also commented, “KPLC Tokens Payment Paybill System is down for M-Pesa.
What is really happening with Kenya Power and Lighting Company?”
As of the time of this report, KPLC had not released any statement or update regarding the situation.
This is not the first occurrence of such delays; on September 28, for instance, the power utility promptly addressed a similar issue, confirming resolution by 10:00 PM that day.
“We wish to inform all our pre-paid customers that the token message delay experienced earlier has been resolved,” KPLC announced at that time.
For those needing tokens, prepaid customers can retrieve their token numbers easily via the Unstructured Supplementary Service Data (USSD) code *977#. Here’s how:
- Dial *977# on your phone.
- Select option 1 for “Prepaid Services.”
- Choose the “Latest Token” option and enter your meter number.
- Access the last five tokens purchased, with the most recent one displayed for easy retrieval.
Additionally, customers can visit the KPLC self-service portal at selfservice.kplc.co.ke, where they can register or log in, query their bills or meters, and view their recent token transactions.
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