Kenyans relying on Safaricom’s M-Pesa platform to purchase Kenya Power (KPLC) prepaid tokens faced significant challenges on January 25, 2025. Users attempting transactions were met with repeated error messages, such as: “Transaction failed, M-PESA cannot complete payment of Ksh500.00 to KPLC PREPAID. Please try again shortly.” For some, transactions failed entirely without any response from the system, adding to their frustration.
The disruptions reportedly began around 6 PM and are currently ongoing. While Kenya Power acknowledged the issue in a public statement, saying, “We are working to resolve a hitch, which is causing delays in vending of prepaid tokens. Apologies for the inconvenience caused,” no resolution timeline has been provided.
Customers were advised to use other digital payment platforms that remained operational, including Equitel, Airtel Money (which offers zero transaction fees), Co-op Bank, and KCB Bank. These alternatives provided some relief for customers needing immediate access to electricity tokens.
This incident highlights a critical dependency on M-Pesa for utility payments in Kenya. Safaricom, being the dominant mobile money provider, faces immense pressure to ensure reliability. Such disruptions not only inconvenience consumers but also spark debates about the need for diversified and resilient payment solutions in Kenya’s digital economy. Customers are advised to keep alternative payment methods handy to avoid future inconveniences.
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