How to Troubleshoot Common Prepaid Meter Errors and Ensure Smooth Token Payments

File image of a display of tokens on the Kenya Power CIU.

For many households in Kenya, paying for electricity has become a digital routine. Consumers purchase prepaid tokens either online through the Kenya Power MyPower App, via USSD codes, or at authorized agents.

Once purchased, the token is entered into the Customer Interface Unit (CIU), which communicates with the prepaid meter to load the electricity units.

However, not all transactions go smoothly. Some consumers experience issues such as blank screens, connection failures or errors on their CIUs.

These problems can delay electricity access, causing frustration, especially when households rely on power for cooking, studying or running small businesses.

In an advisory notice issued on Monday, Kenya Power noted that these errors are often related to connection issues, power interruptions, or the CIU itself.

File image of a Kenya Power technician: Photo courtesy.

A blank screen on the CIU, for instance, may indicate that the unit is not receiving power.

“Customers should check to ensure that the main switch is on and that the CIU is securely connected to a wall socket,” Kenya power stated.

“Verify that your CIU has fresh, heavy-duty alkaline batteries. Old or weak batteries can prevent the unit from functioning properly.”

Resolving Common Meter Errors

Connection-related errors such as CONN FAIL or PLC ERROR can occur when the CIU is not plugged directly into a wall socket or when nearby electronic devices interfere with the signal.

Kenya Power recommended that consumers plug the CIU directly into the socket, ensure all connections are secure and remove devices that may cause interference.

Proper connection is essential for successful token loading and reliable meter communication.

In some cases, serious or persistent errors may require professional attention.

Kenya Power advised customers to report faulty meters through the MyPower App or contact their customer care center on 97771.

“This ensures that trained technicians can inspect the meter and CIU, replace faulty units and prevent future disruptions,” Kenya power explained.

Using prepaid electricity meters offers convenience and flexibility, allowing consumers to manage energy usage and avoid unexpected bills.

The system also provides transparency, as households can monitor consumption in real time.

However, Kenya Power highlighted, proper setup and maintenance of the CIU are crucial.

“Ensure all connections are tight and the CIU is plugged directly into a wall socket. Remove any interference from nearby electronics,” the utility said.

For consumers, a few practical steps can reduce most common issues.

Checking power supply, replacing old batteries and maintaining a clear connection between the CIU and meter are simple measures that often restore normal operation.

If issues persist, reporting the problem promptly helps Kenya Power resolve faults efficiently, minimizing inconvenience.

Ultimately, understanding how prepaid meters work and how to troubleshoot basic errors allows households to enjoy uninterrupted electricity.

By following Kenya Power’s guidance, consumers can ensure that tokens are successfully loaded, CIUs communicate effectively with meters and power is available when needed.