Kenya Power announces service resumption after token vending and bill payment services go offline
By Cynthia Lodite, July 30, 2026Kenya Power has announced the restoration of its prepaid payment platforms following a system downtime that left thousands of electricity customers across the country unable to buy tokens or pay their bills for hours on Thursday, July 30, 2026.
The utility company confirmed the restoration bringing relief to households and businesses that were stranded during the disruption.
In the statement released on its official social media channels on Thursday, July 30, 2026, Kenya Power confirmed that customers are now able to buy tokens.
“All our prepaid payment platforms have been restored, and customers are now able to buy tokens,” Kenya Power announced.
The payment system failure was reported earlier on Thursday morning, coming shortly after the company had resolved a separate technical fault that caused a nationwide power outage on the night of July 29, 2026.
During the payment system disruption, customers attempting to top up their prepaid meters through mobile money services such as M-Pesa received failure notifications. The issue prevented users from purchasing tokens through any available digital or banking channel.
Delays in token delivery
While payment channels are now functioning, Kenya Power cautioned customers to expect delays when receiving their purchased token codes. The company attributed these delays to a massive surge in transaction requests sent immediately after the systems came back online.
According to the power provider, technical teams are actively processing the high volume of requests to restore real-time service. The utility company explained that the high number of transactions is causing delays in token delivery and noted that work is ongoing to clear the backlog as quickly as possible.
What customers should do
Kenya Power apologised to its consumers for the inconvenience experienced during the downtime and assured the public that operations would return to normal soon.
In the meantime, prepaid electricity customers who have completed transactions but have not received their token strings are advised to be patient while the queue clears. Users can also check their token history using the *977# USSD code or through the official Kenya Power mobile application to retrieve recently generated codes without placing duplicate orders.
The company advised customers seeking additional assistance or real-time status updates to consult its official online newsroom or contact customer service channels via telephone on 97771.