Kenya Power Customers Stranded as Token Purchase System Crashes Nationwide
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Kenya Power customers across the country continue to struggle with purchasing electricity tokens after a disruption hit multiple digital payment channels, including mobile money services and self-service platforms.
The disruption has affected transactions through Safaricom’s M-Pesa, the *977# USSD service, and the Kenya Power mobile application, leaving users unable to complete prepaid electricity purchases.
As a result, users attempting payments have continued receiving error messages instead of confirmations.
One user described repeated failed attempts through mobile money despite following the standard process.
“Transaction failed, M-PESA cannot complete payment of Ksh195.00 to KPLC PREPAID. Please try again shortly,” the message stated.
Similarly, another customer noted that switching platforms did not help, since all Kenya Power channels appeared affected.
“All these options are not working! even Nuru, getting a transaction failed sms always,” he complained.
Also Read: Kenya Power Forced to Ration Electricity Supply Amid Shortages
Kenya Power Customers Report System-Wide Breakdown
As the disruption persisted, several users confirmed that no payment option seemed functional, suggesting a broader Kenya Power system failure rather than isolated errors.
Eva Yvonne Natabona explained that she could not complete any purchase and called for intervention after trying different Kenya Power channels without success.
“Unable to buy tokens. Your system iko chini. Kindly check it out and advise a way forward,” she wrote.
“We cannot buy tokens. The system is not working. Please fix,” John Mwalandi added.
Additionally, Andrew Kaggia expressed frustration after trying multiple Kenya Power platforms without success.
“USSD and Paybill are both not working. Stop jokes,” he noted.
At the same time, EMIR reported repeated unsuccessful transactions despite multiple attempts.
“Still failed even after consuming 1 bob for each trial with 977#,” he said.
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Power Outage Disrupts Daily Activities
As the outage continued, customers said the disruption had started affecting daily routines and work, especially for those relying on Kenya Power prepaid electricity.
One user, Edwin Eddie, explained the impact on his work.
“Kindly solve the issue, since I depend on it for work and I am running out of tokens,” he said.
Kenya Power Yet to Clarify Cause
Meanwhile, the simultaneous failure across mobile money integration, USSD services and the mobile application points to a broader technical breakdown within the Kenya Power prepaid token vending system.
As of publication, Kenya Power had not released an official explanation or timeline for restoration.
Customers continue to report unsuccessful attempts to buy electricity tokens across all platforms.
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A collage photo of Kenya Power Customers reactions after System crash that delayed token payment. PHOTO/ Screengrab