Step-by-Step Guide to Retrieve a Delayed Kenya Power Token Purchased via M-PESA
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A delayed prepaid Kenya Power token can be frustrating, especially when money has already been deducted from your M-PESA account but the token has not arrived.
The issue recently came up after a customer, Jacob, contacted Safaricom Care on X after purchasing a Ksh1,000 Kenya Power token.
“@Safaricom_Care I paid 1000 for token 10 plus mins ago. I’ve tried again for 30 Bob and I’ve received the token. What’s the problem?? I can get the 30 but not the 1000???” Jacob asked.
Safaricom Care responded by directing him to Kenya Power’s self-service channels.
“Kindly dial *977# OK, follow the prompt to get your token, or call 97771 (Chargeable), or download the My Power App from the Playstore to access the tokens,” Safaricom Care said.
How to Retrieve a Delayed Kenya Power Token
Kenya Power provides several ways for prepaid customers to retrieve recently purchased tokens.
1. Use *977# to get your latest token
Customers can use Kenya Power’s *977# USSD service to retrieve their most recently purchased tokens.
To do this:
- Dial *977# on your phone.
- Select Prepaid Services (Token).
- Choose the Latest Token option.
- Select or add your meter number.
- Confirm the transaction details.
- Follow the prompts to retrieve the token.
Kenya Power says the service can provide details of the last three purchased tokens, with an SMS sent containing the token information. Network charges may apply.
2. Retrieve a token using the M-PESA reference number
If you know the M-PESA transaction reference for the payment, Kenya Power also provides a Token Details option.
After dialling *977#:
- Select Prepaid Services (Token)
- Choose Token Details
- Select the relevant M-PESA reference number
The system will provide details of the token associated with that transaction.This can be particularly useful when a customer has made several token purchases and needs to identify a specific payment.
Also Read:Kenya Power Explains Why the Same Amount Can Buy Different Electricity Tokens
What If the Token Still Does not Appear?
Kenya Power advises customers who do not receive a token after paying through mobile money to contact the company for assistance.
Customers can dial *977# or 97771 for support. Kenya Power’s prepaid-meter FAQs specifically direct customers who do not receive a token after purchasing through mobile money to use these channels.
The company also lists 0703 070 707 and 0732 170 170 among its customer contact numbers.
Use the MyPower App
Customers can also use the MyPower app to access Kenya Power services. According to the company, the app provides access to services including My Bill/My Token, bill simulation, planned interruptions, reporting power outages and frequently asked questions.
This provides another option for customers who prefer using an app instead of USSD.
Also Read:Kenya Power Announces Week-Long Maintenance Exercise in Some Parts of Nairobi
Do Not Make Another Payment Immediately
If money has already been deducted from your M-PESA account but the token has not arrived, customers should first check their recent token purchases using Kenya Power’s self-service options.
For example, if a customer paid Ksh1,000 and the token has not arrived, making another purchase may result in having to deal with multiple transactions when the delayed token is eventually generated.
Using the M-PESA reference number through the Token Details option can help identify the token linked to a particular payment.
Keep Your M-PESA Transaction Details
Customers experiencing a delayed token should keep the M-PESA confirmation message and transaction reference.
These details can help when following up with Kenya Power, particularly where a specific payment needs to be traced.
Kenya Power also provides a self-service platform where customers can search for bills and tokens using an account or meter number.
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Illustrations showing guide and MyPower App on how to check your tokens
PHOTO/Grok