Kenya Power customers faced significant challenges after a technical failure disrupted the prepaid token vending system for more than 17 hours, starting Wednesday night. The issue followed a widespread power outage that affected several regions, including Nairobi, the Coast, Mt Kenya, and parts of the Central Rift.
Attempts to buy electricity tokens via the *977# USSD code and the M-Pesa paybill resulted in failed transaction messages. Users received alerts such as:
- “Transaction failed. M-Pesa cannot complete payment of Sh1,000.00 to KPLC PREPAID. Please try again shortly.”
- “Internal system error,” prompting customers to try alternative payment methods.
Unlike previous incidents where customers could switch payment channels, this disruption affected both USSD and M-Pesa simultaneously, leaving many unable to recharge their electricity meters. The failure led to stalled business operations and inconvenienced households reliant on continuous power for appliances like refrigerators and televisions.
Kenya Power confirmed the token vending system was experiencing technical difficulties and assured that teams were working to restore normal service. Similarly, Safaricom acknowledged the problem and communicated efforts to resolve it.
The initial blackout that triggered the disruption began shortly after 8:30 pm on Wednesday, caused by a technical disturbance on the national grid. Power was gradually restored through the night, with full supply resumed by around 2 am Thursday.
This event echoes a similar disruption in July 2023, when network issues temporarily halted token purchases. Kenya Power then advised using banks and Airtel Money as alternatives. Kenya has faced multiple major blackouts in recent years, including nationwide outages in December 2023 and 2025, impacting critical infrastructure and services.
