Every day, thousands of Kenyans purchase electricity tokens using mobile money platforms like M-Pesa and Airtel Money.
However, small mistakes such as entering the wrong meter number or sending payments to unofficial agents can result in significant financial losses.
This issue recently gained national attention after businessman and influencer Mwiti Jacob Titus, popularly known as JJ Titus, accidentally bought electricity tokens worth Ksh160,000 in a single transaction.
His post on October 6, 2025, quickly went viral, sparking reactions ranging from disbelief to humor, as many Kenyans shared their own similar experiences.
Titus revealed that he received no tokens from Kenya Power and that his initial attempt to reverse the payment had stalled.
“You didn’t allocate me tokens. I submitted a reversal form, but you have not reversed my money. No token, no money,” he posted.
He later updated his followers, confirming that Kenya Power had begun the reversal process, easing concerns from supporters.
In cases of erroneous token purchases, Kenya Power has a formal reversal procedure overseen by its Revenue Protection and Customer Service departments.
If a customer makes a payment to the wrong meter number or submits an incorrect amount, they are advised to download the prepaid reallocation form from the official KPLC website (www.kplc.co.ke) or request it via email at customercare@kplc.co.ke.
The form must be filled out, signed, and submitted along with a screenshot of the transaction message and a copy of the customer’s national ID or passport.
Documents can be sent via email or delivered to the nearest KPLC office.
Once received, a reference number is issued for tracking purposes.
It’s important to note that a separate form is used for postpaid accounts, but the process and requirements are largely the same.
Kenya Power advises customers to report payment errors within seven days and to be patient as reversal timelines may vary.
Customers should only use official KPLC platforms for purchasing tokens and keep transaction receipts or M-Pesa messages for at least 30 days.
The company has identified common causes of failed token purchases, including entering the wrong meter number, using unauthorized third-party apps or websites, and network interruptions.
Kenya Power warns that payments made through unofficial channels are not eligible for reversals, as they fall outside its jurisdiction.
To avoid such costly mistakes, customers are encouraged to always use Kenya Power’s official Paybill number (888880 for prepaid tokens), double-check all transaction details before confirming payments, and rely on KPLC’s official mobile app or website for inquiries and purchases.
The company also urges the public to remain vigilant against online scammers posing as utility agents and to report any suspicious activity through its official customer service channels.
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