Every month, thousands of Kenyans buy electricity tokens through M-Pesa and other mobile money platforms. However, mistakes can happen from entering the wrong meter number to paying through unofficial agents. When this occurs, Kenya Power has a clear reversal and refund process to help customers recover their money.
1. Reporting the Error
Customers must report any erroneous token payment within seven days of the transaction. The issue can be reported at the nearest Kenya Power office, through the official Customer Care hotline, or on verified Kenya Power Care social media pages.
You’ll need to provide key details including the M-Pesa confirmation message, meter number, payment reference, and a copy of your national ID to help trace the transaction quickly.
2. Filling the Reversal Form
At the service office, customers are required to fill out a Payment Reversal Form, providing details such as the transaction date, amount sent, and the intended meter number. For online submissions, Kenya Power accepts scanned or photographed copies of documents for remote verification.
3. Verification and Processing
Kenya Power’s team verifies whether tokens were generated. If tokens were already issued and loaded, a reversal cannot be done. If not, the refund is approved and processed through the original payment channel — M-Pesa, bank, or EFT — within three to 14 working days. Customers receive an SMS confirmation once the refund is complete.
4. Common Causes of Token Loss
Common issues include entering the wrong meter number, using third-party payment apps, or experiencing network failures. Kenya Power warns that payments through unofficial platforms are not reversible.
5. Prevention Tips
To avoid errors:
- Always double-check meter numbers before paying.
- Use official PayBill 888880 for tokens.
- Keep receipts or M-Pesa messages for at least 30 days.
- Use Kenya Power’s official app or website.
A recent case involving businessman JJ Titus, who accidentally bought tokens worth Sh160,000, highlighted the importance of verifying details before confirming transactions.
