KPLC USSD Code *977#: Check Bills, Buy Tokens & Report Faults

Kenya Power uses the USSD code *977# as its primary digital interface for customers.

This tool, officially known as the KPLC Self Service portal, connects mobile users directly to their electricity accounts without requiring an internet connection.

Customers use this code to manage prepaid tokens, check postpaid bills, and report outages without visiting a branch.

The service operates on all mobile networks in Kenya. It offers a reliable alternative to the contact center for urgent tasks like restoring power or checking a bill balance.

Managing Your Account and E-Bill Registration

Registering your account details on the USSD platform simplifies future transactions. This process links your mobile number to your electricity meter, which removes the need to re-enter your account number every time you want to query a bill or report a fault.

How to Register for E-Bill (SMS and Email)

Postpaid customers frequently experience delays with physical mail. The Self Service code enables automatic digital billing, ensuring you receive your invoice via email or SMS immediately after it is generated.

1. Dial *977# on your mobile phone.
2. Select the option for 'Manage E-bill'.
3. Enter your Account Number when prompted. (You can find this on a previous receipt or bill).
4. Choose the service you wish to add: 'Add Email' or 'Add Phone'.
5. Type in your correct email address or confirm your phone number.
6. Kenya Power will update your record and send future bills to your selected channel.

Updating Your Details

You must update your registration if you move houses or change your phone number. This prevents you from receiving bill notifications for a residence you no longer occupy.

1. Dial *977# and select 'Manage E-bill'.
2. Choose the option to 'Query Details' to view the current information on file.
3. Select 'Remove' to delete an old account or 'Update' to change the details.

Prepaid Services: Buying and Retrieving Tokens

Prepaid customers use the *977# menu to purchase electricity units and retrieve lost token numbers. This system connects directly to the meter database, ensuring payments are processed immediately.

Buying Prepaid Tokens

You can purchase tokens for your own meter or for another person's account directly through the USSD menu. This method triggers an M-Pesa payment prompt automatically.

1. Dial *977#.
2. Select the option for 'Prepaid Services' (often labeled as 'Buy Tokens').
3. Enter the Meter Number.
4. Input the amount you wish to spend.
5. The system will display the account name. Verify this matches the meter owner before proceeding.
6. Enter your M-Pesa PIN when the prompt appears on your screen.
7. KPLC sends the 20-digit token number via SMS upon successful payment.

Retrieving the Last Token

Customers often delete the SMS containing their token number by mistake. The Self Service portal allows you to view the last three tokens purchased for a specific meter.

1. Dial *977# and select 'Prepaid Services'.
2. Choose the option 'Last Token' or 'Token Query'.
3. Enter the Meter Number.
4. The system displays the last three purchased token numbers and their dates.

Postpaid Services: Bills and Meter Readings

Postpaid customers use the USSD code to monitor their usage and ensure billing accuracy. Accessing real-time data helps avoid disconnection due to unpaid balances.

Checking Your Bill Balance

The system provides the exact outstanding amount on your account at the moment of inquiry.

1. Dial *977#.
2. Select 'Postpaid Services' or 'Bill Query'.
3. Enter your Account Number.
4. The screen displays the total due amount and the payment deadline.

Submitting Self-Readings

Kenya Power allows customers to submit their own meter readings. This prevents the utility from using estimates, which can lead to inaccurate bills. You should submit readings within the specific reading window provided on your previous bill.

1. Dial *977# and select 'Self Reading'.
2. Enter your Account Number.
3. Type in the current reading shown on your meter.
4. The system validates the reading to ensure it aligns with historical usage patterns before accepting it.

Reporting Outages and Technical Faults

The *977# code connects directly to the Kenya Power technical dispatch system. Reporting a fault here creates a ticket number without the need to wait on hold for a customer care agent.

How to Report a Power Outage

You can report a lack of power for a single house or a wider neighborhood blackout.

1. Dial *977#.
2. Select 'Report Incidences'.
3. Choose the type of issue, such as 'No Power'.
4. If you registered your account previously, the system will auto-select your location. If not, you must enter your Account or Meter number.
5. You will receive a Reference Number via SMS. Keep this number to track the status of the repair team.

Submit Self Meter Readings

Kenya Power allows customers to submit their own meter readings. This feature prevents the utility from sending bills based on estimates, which can lead to inaccurate charges. You must submit these readings within the specific reading window indicated on your previous bill.

1. Dial *977# and select the option for Self Reading.
2. Enter your Account Number when requested.
3. Type in the current numbers shown on your meter display.
4. The system validates the reading against your history to ensure it is logical before accepting it.

Retrieve Last Token for KPLC using USSD

Prepaid customers often delete the SMS containing their token number by mistake. The *977# service solves this by allowing you to view the last three tokens purchased for a specific meter without buying a new one.

1. Dial *977# on your phone.
2. Select Prepaid Services from the menu.
3. Choose the option for Last Token or Token Query.
4. Enter the Meter Number.
5. The screen displays the last three purchased token numbers along with their dates and amounts.

USSD Transaction Charges

Using the *977# code to query information is generally free of charge on Safaricom, Airtel, and Telkom. However, specific actions involving payments carry standard costs.

Fix Common USSD Errors with KPLC

Users occasionally face technical issues when dialing the code. These solutions address the most frequent error messages.

Connection Problem or Invalid MMI Code

This error indicates a poor signal between your phone and the mobile network tower. It does not mean the KPLC system is down. Move to a location with better network reception or toggle your flight mode on and off to reset the connection.

Service Unavailable

This message suggests a temporary outage with the Kenya Power digital system. If you cannot access *977#, you can try using the MyPower App or wait 15 minutes before trying again.

Manual Payment Procedure

If the USSD prompt fails to trigger the M-Pesa menu automatically, you can make payments manually using the Paybill numbers. This method ensures your account remains active even during system delays.

1. Open your M-Pesa menu and select Lipa na M-Pesa.
2. Select Pay Bill.
3. Enter Business Number 888880 (for Tokens) or 888888 (for Bills).
4. Enter your Account Number or Meter Number.
5. Input the amount and your M-Pesa PIN.
6. Wait for the confirmation SMS from Kenya Power.