Kenya power introduced the tokens system in 2009 on a pilot base in April.
After a successful pilot phase, the project was rolled out in March 2011, and by 30th June 2011, a total of 123,000 prepaid meters had been installed throughout the country with a majority of them in Nairobi.
With so many customers on the prepaid (tokens) system, there are some common questions that usually come up.
Here are some of the most asked questions by customers using the tokens system:
Why don’t I get the same number of tokens for the same amount of money even if I’m buying them within the same month?
It depends on your consumption of electricity.
The cost of one unit of electricity comprises of several components such as Fuel Charge, Energy Charge, REREC, WARMA, Forex Fluctuation.
Some components such as Fuel Charge and Forex fluctuation adjustments are variable. This means the cost of a unit is not consistent from month to month.
What do I do when my tokens are delayed?
You can download the MyPower App and enter your Meter Number.
Here, you will be able to see the last token purchased. Check the date and amount to confirm it is the most recent one not received.
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If it has not been generated, you can contact Kenya Power on their Twitter page @KenyaPower_Care or their Facebook page or call/SMS 95551 for help.
Why do I get different units of tokens of the same amount purchased for different meters in different areas in Nairobi?
There are two reasons for this; one is the level of consumption determines the cost per unit i.e. that if you are consuming 100 units or less for three consecutive months, you will be moved to the Life-line tariff of 10 shillings per unit which is lower than the regular domestic tariff of 15.80 shillings per unit.
How can I pay for tokens using the MyPower App?
It is not possible to pay directly on MyPower App, but when you select My bill/My Token from the menu, you will see an active link where you can see the convenient ways to pay your bill.
What do I do if we have no power and there’s no scheduled outage in my area? I’m a prepaid user
To report the outage, you can contact Kenya Power’s official Twitter page (@kenyapower_Care) or its Facebook page or SMS/call 95551, giving your meter number for pre-paid and your account number if on post-paid.
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