Kenya Power Addresses Public Frustration Over Token Delays.
Kenya Power has confirmed that technical issues have led to delays in generating tokens purchased through its Paybill service (888880), causing widespread frustration among customers. The utility company acknowledged the problem in a statement released on the evening of Friday, February 14, 2025.
The issue began affecting customers around 8 p.m. Friday, with many users reporting prolonged delays of over two hours—far longer than the usual few minutes for token processing. Complaints flooded social media, with users expressing frustration about being left without power despite having made payments.
One customer, Jeff Kibet, tweeted: “What’s wrong with this Kenya Power? Surely I am in darkness and yet have paid for tokens.” Another user, Mahinda, shared: “I’ve been in the dark for two hours now!! Tokens can’t be processed!”
In response, Kenya Power assured the public that its technical team was actively working to resolve the issue. The company also advised customers to purchase tokens through other appointed banks while the Paybill service is being fixed. Banks where customers can purchase tokens include KCB, Cooperative Bank, NCBA, Family Bank, National Bank, and Equity Bank.
Kenya Power has yet to confirm if the system has been fully restored, leaving many customers still waiting for their tokens. The company apologized for the inconvenience and promised to provide updates once the issue is resolved.
Kenya Power Addresses Public Frustration Over Token Delays