The Kenya Power and Lighting Company (KPLC) Self-Service platform has evolved significantly into a more user-friendly, AI-enhanced digital ecosystem in 2026. With the revamped MyPower app, upgraded USSD *977# (now with a full Kiswahili menu), and the new AI Chatbot ‘Nuru’, managing your electricity account is faster, more accessible, and personalized for Kenya’s over 10 million customers.
This updated 2026 guide covers everything: access methods, new features (including AI support and self-reading enhancements), key benefits, and troubleshooting tips. Whether you’re in Nairobi dealing with frequent loadshedding or managing multiple meters as a landlord, KPLC Self-Service saves time, reduces queues, and promotes eco-friendly habits—no more trips to Stima Plaza for routine tasks.
Why KPLC Self-Service is Essential in 2026 Kenya Power’s digital push addresses rising demand (peak load hit 2,439 MW in late 2025) and billing accuracy issues. Benefits include:
- 24/7 access from phone, computer, or basic feature phone.
- Instant actions — Buy tokens, pay bills, report faults, or self-read meters.
- AI-powered support — ‘Nuru’ handles queries on the website/Facebook.
- Multi-account management — Ideal for landlords or businesses.
- Real-time insights — Track token usage, view scheduled interruptions, and get notifications.
- Sustainability — Less paper, fewer office visits, lower carbon footprint.
- Security — Encrypted payments and fraud verification tools like “Jua for Sure.”
How to Access KPLC Self-Service in 2026 Multiple channels ensure inclusivity:
1. Self-Service Website
- Go to https://selfservice.kplc.co.ke/ (or via www.kplc.co.ke → Online Services).
- New users: Click “Register” → Enter account/meter number (from bill/token SMS), ID/passport, email/phone. Verify via email/SMS.
- Login: Use credentials for full access.
- Key sections: Apply for electricity, Pay with card, Bill/Meter Search, Change account name, Complaints.
2. MyPower App (Revamped 2025/2026 Version)
- Download: Google Play Store (Android) or Apple App Store (iOS) ; search “MyPower Kenya” or “MyPower (New)”.
- Size ~22-63 MB; supports Android 8+ and iOS.
- Register/Login: Use account number, ID, email/phone.
- New modern interface: Personalized dashboard, quick actions (Buy Tokens, Pay Bill, Report Issue).
- Features: Manage multiple accounts/meters, monthly token tracking, self-read postpaid meters (upload photo for accuracy), WhatsApp chat support, lodge billing complaints, view scheduled interruptions.
3. USSD *977# (Enhanced with Kiswahili Menu)
- Dial *977# on any phone (Safaricom primary; works on others).
- Navigate menus (English/Kiswahili) for bill inquiry, token purchase, fault reporting, self-reading submission.
- No data needed , perfect for low-connectivity areas.
4. AI Chatbot ‘Nuru’ (New in Late 2025)
- Access on www.kplc.co.ke, Facebook (KenyaPowerCare), or WhatsApp channel.
- Ask queries (e.g., “Why is my bill high?”), report outages, chat with agents.
- Instant, 24/7 responses in English/Kiswahili.
Key Features of KPLC Self-Service in 2026
- Pay Bills & Buy Tokens
- Methods: M-Pesa, Airtel Money, cards, bank transfers.
- Prepaid: Instant token SMS/email after payment.
- Postpaid: Clear balances, view statements/receipts.
- Auto-payments possible in app.
- Self-Reading for Postpaid Meters
- Submit readings monthly via app/USSD/website (photo upload in app reduces errors).
- Future OCR integration planned for auto-reading from photos.
- Helps avoid estimated/zero bills or disputes.
- Report Faults & Track Issues
- Outages, fallen lines, billing errors, faulty meters.
- Track progress in app/portal.
- ‘Nuru’ for quick reporting.
- New Connections (Fully Digital Since Dec 2025)
- Apply exclusively online: https://selfservice.kplc.co.ke/public/.
- Upload docs, track status—no office visits required.
- Faster processing, fraud reduction.
- Additional Tools
- Multi-account management (landlords).
- Token usage monitoring.
- Scheduled interruptions/outage maps.
- “Jua for Sure” — Verify staff legitimacy.
- e-Billing registration.
Benefits for Kenyans in 2026
- Time & Cost Savings — No transport/queues; quick resolutions.
- Accuracy — Self-reading + OCR reduces billing errors.
- Inclusivity — Kiswahili USSD, AI chatbot for non-tech users.
- Security — Encrypted; report fraud easily.
- Eco Impact — Digital shift cuts paper/fuel use.
Common Issues & Solutions in 2026
- Login fails — Check account number/password; use “Forgot Password.”
- Payment/token delay — Verify transaction; check M-Pesa balance; contact via *977# or Nuru.
- No token received — Confirm payment; check SMS/email/spam; resend via app.
- App glitches — Update to latest version (v2.8+); clear cache.
- Maintenance downtime — Rare; check KPLC website/Facebook for notices.
- Support: Call 97771, email customercare@kplc.co.ke, or use Nuru.
Tips for Efficient Use
- Keep account/meter number handy (from bill/SMS).
- Monitor balance monthly via app/USSD.
- Use M-Pesa for fastest payments.
- Enable notifications for outages/bills.
- For landlords: Add multiple meters in MyPower app.
- Report suspicious activity via “Jua for Sure.”
KPLC Self-Service in 2026 empowers you with full control, pay, buy tokens, report issues, or apply for connections anytime, anywhere. With AI ‘Nuru’, revamped MyPower, and digital-only new connections, it’s never been easier to manage electricity in Kenya.
