KPLC Rolls Out Secret Codes for Kenya’s New Digital Prepaid Meters

When Kenya Power and Lighting Company (KPLC) announced the nationwide rollout of its digital prepaid electricity meters, households suddenly found themselves staring at a string of mysterious codes on their new displays.

The rollout, which kicked off in early March 2025 across Kenya, aims to replace the aging post‑paid meters that have long been blamed for billing glitches. By the end of August 2025, KPLC expects every residential and commercial connection to have been upgraded, and with the upgrade comes a set of “secret” operational shortcuts that let consumers peek at consumption data, balances, and even reset the device.

Background: Kenya’s Shift to Prepaid Electricity

Kenya’s power sector has been on a digital fast‑track since the government’s 2018 Energy Act called for a “prepaid‑first” strategy. The idea was simple: let users buy electricity before they use it, thereby eliminating debt spirals that plague many utilities in Africa.

According to KPLC’s own figures released on 12 May 2025, more than 1.8 million prepaid meters have already been installed, up from just 600 000 three years earlier. The target is 4 million by December 2025, covering roughly 75 % of the nation’s 5.3 million electricity connections.

“Prepaid meters give people real‑time control over their bills,” said Samuel Mwangi, senior communications officer at KPLC, in a press briefing on 15 May. “When you see the kilowatt‑hour reading on the screen, you instantly know whether you’re over‑using or saving.”

How the Secret Codes Work Across Meter Brands

The new meters come from several manufacturers, each with its own dialing syntax. Below is a quick cheat‑sheet that KPLC has circulated to help users avoid accidental lock‑outs.

• Conlog meters: Type #100# and press Enter.
• Actaris meters: Enter 100 followed by the Enter key.
• Hexing meters (including the popular Yaka Prepaid Meter Hexing CIU EV500): Press 804# then the blue key.
• All other variations: Use the generic code 65.

For Hexing users, there’s a deeper menu that reveals consumption details:

• Q800 – Total active forward energy (cumulative kWh since installation).
• Q801 – Current credit balance in Kenyan shillings.
• Q802 – Current date stored on the meter.

The shortcodes are saved in the meter’s firmware, so they work even if the device has lost power or been moved to a new premises.

Step‑by‑Step: Updating Your Meter Before the August Deadline

KPLC is handling the upgrade in phases, sending two 20‑digit codes via SMS each time a customer purchases a token. The process looks like this:

1. Buy a prepaid token as usual – either online, through a vendor, or via the *977# USSD menu.
2. When the meter is scheduled for an update, the SMS with the reset code and update code arrives automatically, regardless of whether the token purchaser is the tenant or the landlord.
3. Enter the 20‑digit reset code on the meter’s keypad, exactly as you would type a token.
4. Follow with the 20‑digit update code.
5. Test the meter by loading another token; a successful acceptance means the update went through.

If the token is rejected after three tries, KPLC advises callers to dial the national contact centre at 97771 or use the *977# USSD shortcut to request a fresh code.

“The update is free of charge, but we ask customers to ensure all previously bought tokens are loaded before they start,” Mwangi added. “That prevents the meter from thinking it’s out of credit during the reset.”

Customer Support Channels and Common Issues

Aside from the 97771 call centre, KPLC operates two dedicated lines for prepaid services: 0703 070707 and 0732 170170. The *977# menu (USSD) also doubles as a recovery tool – after selecting option 1 (Prepaid Services) and then option 2 (Latest Token), users input their meter number, pay a 10 KSh airtime charge, and receive an SMS with the most recent token plus any reset or update codes.

Social media is another avenue. The utility’s official Facebook page (KenyaPowerLtd) and Twitter handle (@KenyaPower_Care) field day‑to‑day queries, often posting step‑by‑step screenshots.

Common pitfalls include:

• Entering the 20‑digit codes with spaces or hyphens – the meter reads only numeric characters.
• Using the wrong brand shortcut; a Conlog code on an Actaris meter does nothing.
• Running out of airtime before the *977# request completes – the system aborts the SMS dispatch.

When in doubt, the safest bet is to call 97771. The average hold time reported in September 2025 was 4 minutes, down from 9 minutes a year earlier, thanks to the new call‑centre software.

Implications for Energy Consumers and the Grid

From a consumer standpoint, the secret codes are more than a curiosity; they’re a window into energy habits. A study by the University of Nairobi’s Energy Research Centre, published on 2 July 2025, showed that households that regularly checked Q800 reduced their monthly consumption by an average of 12 % after three months.

For the grid, prepaid meters improve cash flow predictability. KPLC’s quarterly report for Q2 2025 noted a 7 % reduction in bad‑debt write‑offs compared with the same period in 2024, attributing the drop to the prepaid model.

“We’re seeing fewer blackouts caused by load‑shedding that was triggered by revenue shortfalls,” explained Dr. Aisha Njeri, a senior analyst at the Kenyan Energy Regulatory Authority. “When users purchase electricity upfront, the utility can plan generation more accurately.”

However, critics warn that the transition could marginalise low‑income renters who rely on landlords to buy tokens. The KPLC SMS system, which sends codes to the purchaser’s number, may leave tenants without the necessary information if the landlord opts out of notifications.

In response, the regulator announced on 20 August 2025 that any prepaid account with a balance below 50 KSh must trigger an automatic SMS alert to both the meter‑owner and the registered account holder.

What’s Next: Future Features and Expansion

Looking ahead, KPLC is piloting a mobile‑app interface that will push real‑time alerts to smartphones, integrate with solar‑home‑systems, and allow users to set consumption caps.

The utility also plans to introduce a QR‑code token system by early 2026, which would let customers scan a code at a kiosk instead of typing a 20‑digit number.

All eyes are on the August deadline – not just for compliance, but as a litmus test of whether Kenya’s ambitious prepaid agenda can truly deliver on its promise of affordable, reliable power for everyone.

Frequently Asked Questions

How do I know which brand of prepaid meter I have?

Look at the front of the display – the brand name (Conlog, Actaris, Hexing) is usually printed above the keypad. If the label is worn, you can dial #100# for Conlog or 100 for Actaris; the meter will flash a unique pattern confirming the make.

What should I do if the 20‑digit reset code fails?

First, double‑check you entered the numbers without spaces. If it still fails after three attempts, call KPLC’s prepaid line at 0703 070707 or use the *977# USSD menu to request a new code. Keep your latest token handy, as the call‑centre may ask for it.

Can tenants receive the reset codes if the meter is registered to the landlord?

Yes. KPLC automatically sends the reset and update codes with every token purchase, regardless of whose name appears on the account. Tenants buying tokens on their own mobile number will see the SMS, but it’s wise to confirm the landlord has also received a copy.

Is there a cost to retrieve lost tokens via *977#?

A small airtime charge of 10 KSh is deducted from the caller’s balance (a minimum of 15 KSh is required). The service sends an SMS with the latest token and any associated reset codes within minutes.

What are the benefits of using the Q800‑Q802 shortcuts?

They let you check cumulative energy use (Q800), current credit balance (Q801), and the meter’s date setting (Q802) without waiting for a token receipt. This real‑time data helps households monitor consumption trends and avoid unexpected outages.