KPLC – Frequently Asked Questions

Kenya Power and Lighting Company (KPLC) is the leading electric power transmission and distribution company in Kenya. Here are some frequently asked questions about KPLC:

KPlC Meter Blocked?

After purchasing tokens, you received a message stating that “Dear Customer, Mtr: 12367899999 is blocked. Kindly contact KPLC Customer Care on 97771 for assistance.” This message means that the meter number associated with your account has been blocked by the Kenya Power and Lighting Company (KPLC). This may have occurred due to an outstanding balance or some other issue with your account.

To resolve this issue, you should contact the KPLC Customer Care team at the number provided (97771) and explain the situation to them. They will be able to assist you in unblocking the meter number and ensuring that your account is up to date.

How do I retrieve a deleted KPLC token text?


If you have accidentally deleted a KPLC text message, you can retrieve it by following these steps:
To get tokens, you can dial *977#OK, or you can directly contact KPLC customer care on 0703070707 (charges may apply)

How to request a refund from kplc ?

If you have mistakenly loaded your electricity units to the wrong meter number, you can request a refund or have the tokens transferred to your correct account by following these steps:
  • Contact the KPLC customer care team through their official channels (phone, email, social media) and explain the situation to them.
  • Provide them with your account details such as your meter number, account number, and registered phone number.
  • Provide them with the details of the transaction, such as the date, amount, and incorrect meter number that the tokens were loaded onto.
  • Request for a refund or for the tokens to be transferred to your correct account.
  • The KPLC customer care team will initiate the process of refunding the amount or transferring the tokens to your correct account. Note that the process of refund or token transfer may take some time to complete, and it is important to be patient and follow up on the progress. Additionally, it is important to ensure that you provide accurate and up-to-date information to facilitate a smooth and speedy process.
How do I buy Tokens via Mobile?
The following are the authorized channels for payment of Kenya Power tokens:
  • For prepaid meters, payment can be made through M-PESA Paybill number 888880.
  • For postpaid meters, payment can be made through M-PESA Paybill number 888880 or authorized banks.

It is important to note that these are the only authorized channels for payment of Kenya Power tokens. Any other channels may be fraudulent and should be avoided.

I received a BYPASS error message on my token and the power is off. What steps should I take?

Kindly contact Kplc customer care or visit the Nearest Kplc offices to acquire a tamper code to key in on the meter.