Every month, thousands of Kenyans purchase electricity tokens through mobile money platforms such as M-Pesa.
However, mistakes occasionally happen, a wrong meter number, an extra zero, or payment to an unofficial agent.
When that happens, Kenya Power has a formal process to help customers recover their money.
The process is handled by the company’s Revenue Protection and Customer Service departments and is guided by clear timelines and verification procedures to ensure both accuracy and accountability.
1. Reporting the error
Kenya Power advises customers to report any erroneous payments within seven days of the transaction.
The issue can be reported by visiting the nearest Kenya Power office, contacting the utility’s official Customer Care hotline, or messaging the verified Kenya Power Care pages on social media.
Customers are required to provide the M-Pesa confirmation message, meter number, payment reference, and a copy of their national ID.
These details help Kenya Power trace the transaction quickly and confirm that it was made to the correct account.
2. Filling the reversal form
At the service office, the affected customer fills out a Payment Reversal Form, detailing the transaction date, amount sent and the intended meter number.
The form must be signed and submitted along with supporting documents.
For online or mobile submissions, Kenya Power often requests scanned or photographed copies of the required documents to initiate verification remotely.
3. Verification and processing
Once the form is received, Kenya Power begins verifying whether tokens were generated or used.
This is the crucial step; if tokens have already been issued and loaded onto a meter, the reversal cannot be processed.
If the tokens were not generated, Kenya Power forwards the request for refund approval.
The funds are then processed back through the same payment channel used, typically M-Pesa, bank, or EFT.
Refunds usually take between three and 14 working days, depending on the payment method and mobile operator.
Once the process is completed, the customer receives a confirmation SMS from Kenya Power or their payment provider.
4. Common causes of token loss
Kenya Power notes that most failed token purchases stem from:
* Entering the wrong meter or account number.
* Using third-party payment apps or websites not affiliated with Kenya Power.
* Network interruptions during transactions.
The company warns that payments made through unofficial channels are not eligible for reversal, since those transactions are outside its control.
5. Prevention and customer tips
To avoid costly mistakes, Kenya Power encourages customers to:
* Double-check the meter number and amount before confirming a payment.
* Always use official Kenya Power PayBill numbers (888880 for tokens).
* Keep transaction receipts or M-Pesa messages for at least 30 days after payment.
* Use Kenya Power’s official mobile app or website for all bill inquiries and token purchases.
Kenya Power also advises customers to remain cautious about online scammers posing as utility agents and to report suspicious numbers through their official customer channels.
Case in Point: JJ Titus’ Sh160,000 error
In October 2025, businessman JJ Titus went viral after accidentally purchasing electricity tokens worth Sh160,000.
He later confirmed that Kenya Power had initiated a reversal process after he filed the necessary form and provided proof of payment.
His case drew massive online attention and served as a reminder for customers to confirm transaction details before sending large payments.
