Kenya Power has issued a customer alert notifying all prepaid users of a scheduled two-hour disruption in token purchase services set to take place tonight, Thursday, June 26, 2025. The interruption will begin at 11:00 p.m. and is expected to last until 1:00 a.m. on Friday.
According to a statement released by the utility company, the temporary shutdown is due to an emergency system maintenance exercise aimed at enhancing operational efficiency and improving overall customer experience.
“Kenya Power wishes to inform its prepaid customers that electricity token purchase services will be temporarily unavailable for two hours starting at 11:00 p.m. tonight,” the statement read.
The company has advised all affected customers to purchase tokens in advance to avoid any inconvenience during the system downtime.
Kenya Power emphasised that the maintenance is necessary to strengthen service delivery infrastructure and ensure seamless transactions going forward.
“To avoid any inconvenience, customers are advised to purchase tokens before the scheduled maintenance time,” the company noted.
For those requiring assistance during or after the maintenance period, Kenya Power has encouraged customers to reach out through various available platforms. T
These include the National Contact Centre via 97771, USSD code *977#, and official social media channels including WhatsApp, X (formerly Twitter), and Facebook.
The company has also reiterated its appreciation for customer patience and understanding during the maintenance window, assuring the public of continued efforts to improve service reliability.
Kenya Power concluded the notice by reminding customers to use their USSD service to access fast and easy support, while reaffirming its commitment to delivering reliable energy solutions to households and businesses across the country.
“Customers are advised to purchase tokens before the scheduled maintenance time. For assistance, customers can reach us through our National Contact Centre by: Calling 97771, Dialling USSD *977#, Messaging us on our official social media platforms,” the company concluded.
Kenya Power first introduced its prepaid electricity token system in April 2009 on a pilot basis, marking a shift from the traditional postpaid billing model.
The system, which allows customers to buy electricity units in advance using tokens, was designed to give users greater control over their energy consumption while improving revenue collection for the utility company.
Following a successful trial period, the token-based system was officially rolled out nationwide in March 2011.
By the end of June that year, Kenya Power had installed more than 123,000 prepaid meters in homes and businesses across the country.
