Reverse a wrong Kenya Power payment or move tokens to the right meter
Kenya Power and Lighting Company · sources read 2 Oct 2026
Fill Kenya Power's reallocation/reversal form (prepaid for tokens, postpaid for bill payments), attach a copy of your ID, and hand it in at a Kenya Power office. For prepaid refunds, allow at least 10 working days.
- Fee
- We couldn't confirm a fee from the official page. Check it there before you pay.
- How long
- At least 10 working days for a prepaid token refund
- Where
- Any Kenya Power office (forms from kplc.co.ke); report first on *977#
What you need
- The right form: prepaid token reversal/reallocation form, or postpaid reallocation/refund form
- A copy of the payer's national ID or passport
- The M-Pesa or Airtel Money transaction reference, amount and date
- The wrong meter or account number, and the correct one if you want the money moved
Steps
- Report it first: dial *977# and pick billing complaints.
- Download the right form from kplc.co.ke: prepaid (tokens) or postpaid (bill payment).
- Fill in the payment details and the wrong meter or account. Tick reallocation to move the money (and add the correct meter), or reversal/refund to get it back.
- Sign it, attach a copy of your ID and hand it in at a Kenya Power office.
Watch out
- For prepaid tokens, Kenya Power technicians must visit the wrong meter to load and clear the tokens, so it takes time.
- An incomplete form is not processed: fill every field that applies and tick the request type.
Who can apply
- Anyone who paid Kenya Power to the wrong meter or account number and wants the money moved or refunded.
Official sources (4)
- FAQs kplc.co.ke · read 2 Oct 2026
- Customer Service kplc.co.ke · read 2 Oct 2026
- KPLC Prepaid Token Reversal/Reallocation Form (2021 revised) kplc.co.ke · read 2 Oct 2026
- Postpaid KPLC Mobile Money Payment Reallocation/Refund Request Form (2021 revised) kplc.co.ke · read 2 Oct 2026