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The Kenya Power and Lighting Company (KPLC) has disclosed that it has resolved the delay in delivering token messages to pre-paid customers.
In a statement on Saturday evening, September 28, Kenya Power noted that it was working to ensure all affected customers receive their messages.
"We wish to inform all our pre-paid customers that the token message delay which was experienced earlier today has been resolved.
"We are working to expeditiously send out all the affected tokens and clear the backlog. We request for your patience as we undertake this exercise and thank you for your continued support," Kenya Power stated.
In an earlier update, the company gave its pre-paid customers an alternative to access tokens by dialling *977#.
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The company also disclosed that the tokens can be accessed via the MyPower app, which is available to both Android and iOS users.
"We wish to inform all our pre-paid customers that we are experiencing a delay in relaying token messages. Customers are advised to access their tokens by dialling *977# > 1: Prepaid Services (Token) >2: Latest Token> Select Meter or Add Meter. Alternatively, tokens can be accessed through MyPower App that is available on Android and iOS platforms," KPLC stated.
On June 12, the company gave all its pre-paid customers until the end of August 2024 to update their meters.
KPLC noted that the update was part of a global exercise that targeted all prepaid meters that use the Standard Transfer Specification (STS), which is a universal method of token transfer to prepaid meters while ensuring the security of tokens.
