Kenya Power Restores Token Services, Explains Why Some Customers Are Still Waiting for Tokens

Kenya Power has released a token update following a system failure that affected the purchase of prepaid tokens and the settlement of electricity bills by customers across the country.

According to the customer alert issued at 1330hrs, Kenya Power reported that its prepaid vending and bill payment systems are currently down as a result of a system outage affecting all channels.

“Our prepaid vending and bill payment platforms are currently unavailable due to a system interruption affecting token purchases and electricity bill payments across all channels,” the utility said.

Updates on the Reactivation of the Token Failure 

At 3:35 pm, the utility issued a customer alert informing customers that they can buy tokens now that services are restored.

The board stated all prepaid payment channels were back online, a few hours after a system failure had knocked out the ability of its customers to purchase tokens or pay their bills on 30th July 2026, a Thursday.

“We wish to inform our customers that all our prepaid payment platforms have been restored, and customers are now able to buy tokens,” Kenya Power stated.

However, the company warned of delays in the delivery of tokens because of the enormous number of transactions.

“The high number of transactions is causing delays in the delivery of tokens to customers. We are working to clear the backlog as soon as possible to ensure real-time delivery,” it said.

The company earlier at 1:30 pm announced that the Prepaid Vending and Bill payment platform is also down. This is due to an intermittent system failure.

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The notice comes after customers reported difficulties and errors while attempting to purchase electricity tokens after the blackout on Wednesday, July 29, 2026.

Reports indicate that Kenya Power prepaid systems have been down since the blackout, and Kenyans are not able to purchase tokens.

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Kenya Power Apologizes for the Inconvenience Caused by Token Purchase Issues

Several customers logged on to social media to protest that they were unable to buy tokens via M- PESA or any other payment method.

The customer has provided screenshots reporting possible payment failures.

Kenya Power expressed its apology for the inconvenience caused and encouraged customers to check Kenya Power’s newsroom and social media pages.

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Acting Managing Director and CEO, Dr. Jeremiah Kiplagat. Photo/ Kenya Power/ FB