How to fix connect error on Kenya Power token keypad for prepaid customers

Electricity is more than just a utility—it's a lifeline for households and businesses. With Kenya Power's prepaid electricity system, consumers have the flexibility to manage their energy consumption efficiently.

However, the occasional 'Connect' error on the prepaid token keypad can cause frustration and inconvenience to Kenya Power customers.

Understanding the root cause of this error is the first step toward resolution. According to Kenya Power, the 'Connect Error' indicates that the keypad is busy establishing a connection with the meter. This process may take longer than usual, leading to the error message.

So, how can you tackle this issue and get your electricity flowing smoothly again? Here's a step-by-step guide:

1. Check connection

Ensure that your token keypad is plugged into a wall socket on the same line as your meter.

Kenya Power token Pulse Live Kenya

READ: Simple steps to check your KPLC bill online, via email or via SMS or USSD code

This could even mean using your neighbour's socket if you share the same line. Sometimes, a simple adjustment in connectivity can make all the difference.

Also check to ensure your keypad's batteries are in good condition.

2. Enter code

If the connection issue persists, try entering a specific code sequence provided by Kenya Power.

Press 59698686 followed by your meter number, then press OK. Next, enter 1275 4194 1448 6450 5970 followed by OK.

Finally, input your meter number again. This sequence may help reset the connection and resolve the error.

Kenya Power token A person using a pre-paid electricity metre Pulse Live Kenya

READ: Inside Kenya Power's plan to splash Sh258 million towards e-mobility

3. Contact Kenya Power

If all the other options fail, please don't hesitate to reach out to Kenya Power for more help. Their customer support team is equipped to handle such issues and can provide personalised guidance.

What you shouldn't do when faced with Kenya Power keypad errors

1. Avoid Forceful manipulation

Resist the urge to apply force or aggressive handling to the keypad. This could cause more harm than good and potentially damage the device irreparably.

2. Don't disassemble the keypad

Refrain from disassembling the keypad unless you're a qualified technician. Tampering with electronic devices without proper expertise can void warranties and lead to further complications.