Water & electricity
My token was rejected
Reject, Used or Old on the screen: the usual causes and how to fix each one.
Most rejected tokens have a simple cause. Check these in order.
1. A typing mistake
Type the 20 digits again, slowly, and check each group of four against the SMS. This fixes most rejections.
2. The token is for another meter
A token only works on the meter number it was bought for. Check that the meter number in the SMS matches the number on your meter. If you paid to the wrong meter number, contact support with the M-Pesa message.
3. The token was already used
The screen shows Used or Old. Each token works once: check whether your credit already went up. If someone else in the house entered it, the units are already on the meter.
4. The meter needs a key change
If your meter was changed, repaired or moved to a new tariff, it may need a key change before new tokens work.
Still rejected? Send us a support request with your meter number and the token. We check it on our side and send a replacement if needed.