Most Nairobi flats have a prepaid meter: you buy electricity tokens in advance, type the code into the meter, and the units run down as you use power. Postpaid meters, with a monthly bill, are less common.

Buying tokens by M-Pesa

  1. Open M-Pesa and choose Lipa na M-Pesa, then Pay Bill.
  2. Business number: 888880 for prepaid tokens.
  3. Account number: your meter number (on the meter, usually 11 digits).
  4. Enter the amount and your PIN.

You receive an SMS with a 20-digit token. Type it into the meter’s keypad and press Enter. The units are added.

Postpaid bills are paid to paybill 888888, with your account number.

You can also buy through the M-Pesa app’s utilities section, banking apps, or at shops that sell tokens.

The token did not arrive

The units are already assigned to your meter even if the SMS is late.

  • Dial *977# and follow the prepaid menu to have your last token sent again, using your meter number.
  • Use the Kenya Power self-service portal on kplc.co.ke to see recent tokens.
  • Contact Kenya Power by calling 97771 or through its official social media accounts, with your meter number and the M-Pesa transaction code.

Do not pay again until you have checked: you will just buy more units.

Common meter errors

  • “Reject” or “error” when entering a token - check you typed all 20 digits correctly. Tokens must be entered in the order they were bought.
  • “Used” - the token is already on the meter.
  • The meter shows no credit after a valid token - contact Kenya Power with the token number.

Why tokens seem to buy less

A token purchase includes more than power: fuel and inflation adjustments, levies and VAT. The amount of power per shilling changes each month, and buying very small amounts is often poorer value because some charges are spread over each purchase. Check the breakdown in your token SMS.

Blackouts

  • Check your neighbours - if their power is on, the problem is likely your meter, units or the building.
  • Report it to Kenya Power on 97771 or through its official accounts, with your meter or account number.
  • Planned maintenance outages are published in advance by Kenya Power, by area.

Many buildings have backup generators; ask before you rent. For solar and inverters, see Setting up your home.

Safety and scams

  • Only Kenya Power staff should touch the meter and its connection. Tampering and illegal connections are criminal offences.
  • Kenya Power will not ask for payment to a personal number or for your M-Pesa PIN.

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