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Safaricom confirms disruption affecting KPLC prepaid token purchases via M-Pesa
03rd August, 2026 06:48 PM
Safaricom has confirmed a disruption affecting the purchase of Kenya Power (KPLC) prepaid electricity tokens via M-Pesa, after hundreds of Kenyans reported failed transactions on the evening of Monday, August 3,2026.
The confirmation comes as social media platforms, particularly X, were flooded with complaints from customers who said they were unable to purchase KPLC prepaid tokens via M-Pesa.
Many users tagged Safaricom and Kenya Power, reporting repeated transaction failure messages despite having sufficient funds in their M-Pesa accounts.
In response to one of the complaints posted by an X user identified as Vic Marlon, who said he was unable to complete a KPLC prepaid token purchase via M-Pesa, Safaricom apologised for the inconvenience and confirmed that there was an ongoing issue affecting KPLC token purchases.
“@Safaricom_Care @KenyaPower_Care Can’t buy tokens; getting the response “Transaction failed, M-PESA cannot complete payment of Ksh500.00 to KPLC PREPAID. Please try again shortly.” Playbill 888880,” @vic_marlon wrote.
“Hello @Vic_Marlon, we’re sorry for the inconvenience. There is currently an issue affecting KPLC token purchases,” Safaricom replied.
The telecommunications company further said its technical team was working to resolve the problem but did not disclose the cause of the disruption or provide a timeline for when the service would be fully restored.
“Our team is working to resolve it. Kindly try again later. Thank you for your patience,” Safaricom added.
Token purchase disruption
The disruption left many customers unable to top up their prepaid electricity meters through M-Pesa, with several users saying they continued receiving transaction failure messages while trying to buy tokens.
Safaricom advised affected customers to remain patient and try purchasing their KPLC prepaid tokens again later as efforts to restore the service continued.
By the time of publication, Kenya Power had not issued an official statement on the disruption or addressed the complaints from customers who were unable to purchase prepaid electricity tokens via M-Pesa.
