FAQs
Last Updated: June, 2026
Frequently Asked Questions
- Make payment via M-Pesa, Airtel Money or USSD (*789*567#).
- Enter your designated Paybill number, 4138425.
- The account number is your meter number e.g. 451497*****00.
- Receive a 20-digit token from the Juafrica Sender ID.
- Confirm if the payment was successful.
- If successful, check your last token using the USSD Menu (*789*567#) or call Juafrica Customer Care on 0768135617.
- Load the received token to restore power.
- If payment was unsuccessful, confirm you have sufficient balance and entered the correct Paybill and meter number.
- You can also contact Customer Care for further assistance.
- Promotional SMS may be blocked. For Safaricom, dial *456# and enable promotional messages.
- Poor network coverage may delay SMS delivery.
- Move to an area with better signal and check again.
- Install batteries in the CIU with the correct polarity.
- Ensure the meter, meter breakers, sockets and house breakers are switched ON.
- Plug the CIU into a power socket.
- Enter the meter number (451497.....6) and press Enter.
- Wait for the LCD to display SUCCESS.
- Ensure the meter number entered is correct.
- Confirm the meter and CIU are on the same electrical circuit.
- Ensure the CIU is powered correctly and the meter relay is connected.
- Pair the meter by entering the meter number.
- Press the short code 346 and then press Enter.
- You should receive a SUCCESS message.
- Load a purchased token to confirm electricity is restored.
- Incorrect token entry.
- Communication issue between the meter and CIU.
- Ensure both the CIU and the meter are powered.
- Ensure all breakers and sockets are switched ON.
- Re-enter the token carefully.
- The token may have been purchased for the wrong meter.
- Pair the correct meter number and enter the token again.
- Confirm there is no power outage.
- Check the relay status using short code 089.
- Confirm the meter has not been disconnected.
- Ensure the house and meter breakers are switched ON.
- The token has already been entered successfully.
- Check your balance using short code 004.
- The remaining balance should reflect the purchased units.