Buying Kenya Power (KPLC) tokens has never been easier, thanks to mobile money services like M-Pesa and Airtel Money. But with the speed of digital transactions, mistakes happen—maybe you accidentally entered the wrong meter number, bought tokens for the wrong amount, or sent money to the wrong account. Don’t panic! This guide will help you understand exactly how to reverse accidentally bought KPLC tokens and recover your money fast.
Why Do Accidental KPLC Token Purchases Happen?
Kenyans frequently purchase KPLC prepaid tokens digitally. Errors may arise from:
- Entering the wrong meter/account number
- Paying a different amount than intended
- Sending money through unofficial/unverified agents or apps
- Network interruptions during payment
Recently, a viral case involved businessman JJ Titus who mistakenly spent Ksh160,000 on tokens he never intended to buy—a story many Kenyans can relate to.
What Should You Do Immediately After a Mistake?
If you realize you’ve bought KPLC tokens by mistake:
- Do NOT delete your transaction SMS: You’ll need these records for the reversal process.
- Take a screenshot of your M-Pesa/Airtel Money payment confirmation.
- Note your meter number and any reference numbers given after the transaction.
The Official KPLC Token Reversal Procedure (Step by Step)
KPLC has a CUSTOMER-ORIENTED, official process to help you recover funds from accidental token purchases. It is crucial to act quickly—ideally within seven (7) days of the erroneous transaction.
1. Download and Complete the Prepaid Reallocation Form
- Visit the official KPLC website (www.kplc.co.ke) and download the “Prepaid Reallocation & Reversal” form.
- Alternatively, request the form via email at [email protected].
2. Gather Required Documentation
You must provide:
- A copy of your transaction receipt (screenshot of the M-Pesa/Airtel Money SMS)
- Your National ID (or passport for non-Kenyans)
- Your meter/account number
- Payment reference details
3. Submit Your Application for Reversal
- Email: Send the completed form and attachments to [email protected].
- Physical Drop-off: You can also submit documents at your nearest KPLC office.
- Always ensure you receive a reference number for any future follow-ups.
4. Wait for Verification and Refund Processing
The KPLC Revenue Protection and Customer Service teams will:
- Verify: They will check if tokens were generated and/or used.
- If tokens were not generated or used: The reversal will be processed.
- If tokens were already loaded/used: Unfortunately, the refund cannot proceed.
- Approval: If eligible, your refund will be approved and processed.
- Refund Processing: Money is typically returned through the original payment channel (M-Pesa, bank, or EFT).
5. Receive Confirmation
KPLC will notify you via SMS and/or email once the reversal and refund have been completed.
Key Points to Note
- Act within 7 days: Delays reduce your chances of successful recovery.
- Tokens already loaded to a meter CAN’T be reversed.
- Mistakes made through unofficial agents or third-party apps are outside KPLC’s control and cannot be reversed.
- Always use official KPLC channels: Only buy through authorized platforms using Paybill 888880 for prepaid tokens.
How to Contact KPLC for Token Reversal
- Call Customer Care Hotline: 97771 or 0703 070 707 / 0732 170 170
- Email: [email protected]
- Social Media: Direct message the official Kenya Power Care page on Facebook or Twitter/X.
- Walk-in: Visit the nearest Kenya Power office with your documents.
Expert Tips to Prevent KPLC Token Errors
- Double-check meter and amount before confirming payment.
- Only use official KPLC payment options.
- Retain transaction confirmations for at least 30 days.
- If unsure, use the official KPLC app or website before making or confirming payments.
Frequently Asked Questions
Can I reverse KPLC tokens if I sent money to the wrong meter?
Yes, if tokens have not been generated or loaded onto the other meter, you can request a reversal within 7 days. If the tokens are already loaded and used, a refund is not possible.
How long will it take to get my money back?
Refunds are usually processed within 3–14 business days. Make sure the documentation is complete and correct for faster processing.
What if I enter the correct meter but the token SMS is delayed?
You can retrieve your token by:
What if I bought tokens through an unofficial agent?
If you used unverified vendors or apps, KPLC cannot process a reversal or refund as the funds were not received on their end.
Final Thoughts: Don’t Panic—Take Prompt Action
Accidentally buying the wrong KPLC tokens is a stressful but fixable mistake. By:
- Acting fast,
- Submitting the required information,
- Using official channels,
you can maximize your chances of a successful token reversal. Be vigilant, use only authorized payment options, and always store your transaction details safely.
If you’ve made a mistake, follow these steps right away, and you’ll be back on track in no time!
