Delayed or missing token SMS is one of the most common questions to Kenya Power on X.
Based on questions customers sent to Kenya Power’s official customer-care X account (@KenyaPower_Care) and Kenya Power’s own replies, checked on 14 October 2026. Questions are paraphrased.
Retrieve the token yourself first
Kenya Power repeatedly tells customers they can get their last three purchased tokens by dialling *977# or on the MyPower app.
If it is still missing
Kenya Power asks for the full M-PESA confirmation message or the meter number so it can trace the token. In its replies it then posts the token and units directly.
“USED” on the token
Kenya Power says a “USED” response means the token was already loaded into the meter; press 00 then enter to check your unit balance.
New meter not accepting tokens
For one new meter, Kenya Power advised dialling 096 or 865 and pressing enter to commission it, then entering the meter number and loading units. Kenya Power has not said this applies to every meter model – ask its support if unsure.
Paybill and account number
In one reply Kenya Power pointed out that 888880 is not a valid KPLC account number – use your meter number as the account number. Kenya Power also warns that unofficial accounts are not its customer-care platforms and to pay only through official channels.
Frequently asked questions
How do I get my Kenya Power token if the SMS did not arrive?
Dial *977# or use the MyPower app to see your last three tokens. If it is not there, send Kenya Power the full M-PESA message or your meter number.
What does USED mean when I enter a token?
Kenya Power says the token has already been loaded; press 00 and enter to check your balance.
Is 888880 my account number?
No. Kenya Power said 888880 is not a valid KPLC account number; enter your meter number as the account.
Related: Kenya Power help hub · Tokens not received · Why you get fewer units
