Kenya Power and Lighting Company (KPLC) has implemented digital systems that allow customers to buy electricity tokens conveniently. These systems are integrated to achieve seamless transactions and delivery of tokens. Like any digital service, occasional hiccups like system maintenance or failures occur, causing delays in receiving your KPLC tokens via SMS.

KPLC and other utility companies are well aware of these common issues and have set up reliable solutions to make certain customers can still access their tokens when problems arise. If you find yourself in a situation where you’ve purchased tokens but haven’t received the SMS, or if you accidentally erase the message, don’t worry—there are several ways to retrieve your tokens.

1. Check Your SMS History

KPLC sends an SMS with your tokens every time you buy. If the message is delayed, you may get it after some time once their system stabilizes. In case of a system outage, the tokens are usually sent to your phone when the issue is resolved. Before taking any further action, wait for a while to see if the SMS eventually comes through.

2. Use the KPLC MyPower App

A convenient way to track your tokens is through KPLC’s official app, MyPower. The app is available for free on both the Play Store and the App Store. Here’s how to use it:

• Install the MyPower app from playstore or Appstore.
• Open the App and click – My Bill/ Token.
• Enter Meter Number and Click on the Magnification Glass to search.

Your last four transactions will be at your disposal for free.

3. Dial *977# for Token Retrieval

If you’re can’t access the app, another effective method is to dial *977# from your phone. This is a USSD code provided by KPLC, which you can use to access services like token retrieval. Keep in mind that using this service incurs a charge of Ksh 10. Follow these steps:

• Dial *977# from your registered mobile number.
• Select the prepaid service (Token)
• Then Select latest token and Enter your meter number

This method provides the last four Transactions token for a fee of sh 10.

4. Contact KPLC Support

If you’ve tried both the MyPower app and the *977# code but still haven’t received your tokens, you can contact KPLC customer service. They are available through various channels, including:

• KPLC Customer Care Hotline:
• Social Media: KPLC is active on Twitter and Facebook, where you can send them a message for quick assistance.
• Email: Send an email to KPLC’s support team with your meter number and payment details for follow-up.

Final Thoughts

System failures and maintenance are sometimes unavoidable, but KPLC has put measures in place to make sure customers can always access their electricity tokens. Whether you use the MyPower app, the USSD code *977#, or contact their support team, you can quickly retrieve your tokens even if the SMS notification doesn’t come through or gets deleted.

With these solutions at hand, you can stay connected to the power grid without any worries.