Buying KPLC tokens on *977# is usually smooth, but users commonly hit errors like failed generation, wrong‑meter entries, timeout screens, or no‑SMS delays. Most of these have quick fixes you can try yourself before contacting KPLC.
Error 1: “Problem with token generation” / purchase fails
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What happens:
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You enter the meter number and amount, confirm via M‑Pesa, but the system returns a message such as “problem with token generation” or “token not generated.”
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Fix:
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Clear the screen, re‑dial
*977#, go to Prepaid Services → Latest Token and retrieve the last token for that meter in case it was generated silently. -
If still not received within 5–10 minutes, call KPLC on 97771 or dial
*977#again and choose Latest Token; if no token appears, raise a support ticket at a KPLC office or via their online channels.
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Error 2: Wrong meter number entered
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What happens:
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You accidentally key in a different 11‑digit meter number, so the token is credited to someone else’s meter.
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Fix:
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Record the transaction reference, time, and amount from your M‑Pesa statement.
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Contact the bank or mobile‑money provider (where you paid from) to request a reversal, then notify KPLC support; a reversal is only possible if the token has not yet been used.
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In future, always double‑check the meter number on the meter box before entering it on
*977#.
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Error 3: No token SMS after payment
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What happens:
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M‑Pesa confirms the payment, but you do not receive the 20‑digit token SMS.
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Fix:
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Use
*977#→ Prepaid Services → Latest Token to retrieve the last three tokens for that meter. -
If you still see nothing after 10–30 minutes, check your SMS spam or low‑storage alerts; if still no token, contact KPLC via 97771 or WhatsApp/online‑chat with your meter number and transaction details.
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Error 4: USSD timeout or channel down
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What happens:
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The
*977#menu freezes, times out, or you get “Try again later” despite good network.
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Fix:
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Re‑dial
*977#promptly and respond faster to each menu level. -
If USSD keeps failing, switch to another method such as the KPLC MyPower app or online‑bank/e‑wallet token purchase (bank apps, PayBill, or agent platforms).
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Error 5: Meter rejects the token
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What happens:
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You enter the 20‑digit code on the meter keypad but get a rejection like “Invalid Code” or “Token not accepted.”
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Fix:
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Re‑type the token carefully, ensuring all 20 digits match the SMS or USSD‑retrieved token.
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Try an earlier token (if you retrieved several via
*977#); if all tokens are rejected, the meter may be faulty—call KPLC on 97771 or use*977#→ fault‑report / Latest Token to request a technician.
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By knowing these common errors and their fixes, you can resolve most token‑buying issues on *977# yourself or escalate quickly with the right details
