Kenya Power has shed light on the difficulties faced by Kenyan consumers when attempting to buy electricity tokens, attributing the problem to a glitch in their prepaid system.

In an official statement released on Thursday morning, the utility company acknowledged the inconvenience and assured its customers that efforts were underway to expedite the restoration of normal operations.

"We apologize for the inconvenience caused," Kenya Power expressed in the statement.

Regrettably, the power company refrained from elaborating on the specific nature of the system's malfunction or providing an estimated timeframe for when token purchases would resume.

In recent hours, a segment of Kenyan consumers encountered technical difficulties while trying to acquire tokens, with messages like "Transaction failed, the organization's system receiving the payment experienced some technical challenges" cropping up on their mobile money transactions.

This delay prompted some to criticize Kenya Power for not promptly addressing the issue after consumers initially raised their concerns.

Kenyan citizens are now urging the utility provider to streamline and automate its services to prevent similar inconveniences in the future.

To purchase tokens, consumers typically utilize the pay bill numbers 888880 for prepaid accounts and 888888 for postpaid accounts. Those opting to pay through banks can do so by dialing the USSD code *977#.

Kenya Power reiterated a warning it issued in 2022, cautioning customers against utilizing third-party agents to conduct these transactions, emphasizing that the company would not accept responsibility for any dealings conducted through alternative platforms.

Furthermore, Kenya Power encourages customers seeking new connections to employ the pay bill number 888899.

With token prices steadily increasing, Kenyans are pressing the government for intervention to ensure affordable electricity rates.