How to Reverse KPLC tokens Purchased Wrongly

When topping up units, sometimes you can enter the wrong account number leading to an incorrect transaction. Is there a way in which one can reverse KPLC tokens bought for an erroneous meter?

Well, if you have bought KPLC prepaid tokens to the wrong account number, you don’t have to panic.

The unit code message will be sent to your phone, making you the approved owner of the units. How are you able to reverse KPLC tokens?

Procedure to reverse KPLC tokens

Method 1: Contacting KPLC via social media

Once you realize that you simply entered a wrong account number, go to Facebook, or perhaps Twitter to contact customer care (details below).

You will be required to share the transaction details with them and also the right meter number you intended to purchase tokens for.

Kenya Power and Lighting representatives will then forward the information to the revenue office responsible for reversals.

Method 2: Visiting Kenya Power and Lighting offices

If you can’t access their social media platforms, you can opt to visit Kenya Power and Lighting custom care offices for a KPLC token refund.

You are required to carry your national identity card, the right meter number, and all the transaction details along with you. You may be required to fill out a relocation form.

Method 3: Reversing Kenya Power and Lighting tokens via calling customer care

If you don’t know the location of Huduma Center or Kenya Power and Lighting offices near your place and you don’t have access to social media, you can choose to call their customer care directly for reversal. It is the fastest method to get your tokens refunded.

How long will Kenya Power tokens reversal take?

Once your details are forwarded to the revenue office, it’ll take approximately three working days to have your tokens refunded.

For this reason, it’s advisable to buy other tokens as you wait for the reversal. Once the reversal is completed, you’ll receive the units’ codes via SMS.

Kenya Power customer care contacts

Contact Kenya Power and Lighting representatives via the channels below if you have any queries, inquiries, complaints, or want to initiate a reversal:

  • Head office location: Stima Plaza, Parklands, Kolobot Road
  • Postal address: P.O. Box 30099, Nairobi
  • Phone number 1: 02095551
  • Phone number 2: 0703070707
  • Phone number 3: 0732170170
  • Official website:
  • Email address:
  • Twitter handle: @KenyaPower
  • Facebook handle: KenyaPowerLtd
  • SMS code: 95551

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