Safaricom has explained how customers can retrieve their Kenya Power prepaid electricity tokens when the SMS containing the token does not arrive immediately after payment.
The guidance is useful for customers who have successfully paid for electricity but are still waiting for the token message on their phones.
Customers can use Kenya Power’s *977# self-service platform to check their recent token purchases. The service currently provides prepaid services through Safaricom lines.
To retrieve a recent token, customers should dial *977# and select the option for Prepaid Services (Token). They can then choose Latest Token and select or enter the meter number linked to the purchase.
The system can provide details of the last three tokens purchased. Customers can also select the Token Details option and use the relevant M-Pesa reference number to access information about a particular purchase.
This means customers do not necessarily have to wait for the original SMS if the message is delayed or difficult to locate.
The service can also be useful when a customer accidentally deletes a token message before entering the electricity units into the meter.
Kenya Power has encouraged customers to use its self-service channels to access prepaid electricity services, helping them retrieve their token information without having to visit a customer service office.