Police arrest 2, recover stolen Kenya Power meters in Nairobi’s Lucky Summer

Safaricom has clarified how customers can recover Kenya Power prepaid electricity tokens when message delays occur post-purchase. The company advises affected customers to utilize Kenya Power’s self-service options to retrieve tokens without difficulty. This advice came in response to a complaint from an X user (@spartalu), who reported that a Ksh1,000 electricity token had not arrived more than 10 minutes after payment.

The customer had made another purchase worth Ksh30 and received that token, while the Ksh1,000 token remained missing. The customer inquired about the issue, asking why the Ksh30 token was delivered but the Ksh1,000 token was not. Safaricom provided the customer with a step-by-step guide to follow in such situations. The guide includes dialing *977#, following the prompts to retrieve the token, calling 97771 (which incurs a charge), or downloading the My Power App from the Playstore to access the tokens.

Kenya Power confirmed that customers can retrieve their most recent tokens via the *977# USSD service without needing to make another electricity purchase. This service allows users to avoid purchasing electricity again simply because an earlier token SMS was delayed. Additionally, customers can use *977# to select Prepaid Services, then Token Details, and input their M-Pesa reference number to view the token details associated with a specific transaction.

This feature is particularly useful when multiple purchases have been made, as it enables customers to identify the token linked to a particular M-Pesa payment. The incident illustrates an important point for prepaid electricity users: when token SMS delays occur, customers may be tempted to purchase more electricity before confirming if the initial transaction was successful.

Kenya Power’s *977# service offers a method to check recent token purchases and retrieve token details associated with an M-Pesa reference number before deciding to make an additional payment.