Eskom has provided a clear guide for prepaid electricity customers experiencing difficulties loading their prepaid meter tokens. With the deadline for the Key Revision Number (KRN) 2 update approaching on 24 November, some customers may face challenges if their meters are not properly recoded. Here’s how to resolve the issue quickly.
Use Alfred, Eskom’s Chatbot
If you cannot load your electricity token, Eskom recommends visiting Alfred the Eskom Chatbot at www.alfred.eskom.co.za/chatroom/.
“Alfred provides a step-by-step guide to resolve prepaid meter token problems,” Eskom stated.
The chatbot allows users to select the ‘Prepaid Meter Tokens Problems’ option and follow simple instructions.
Customers who recently updated their personal details on Alfred should wait 24 hours before purchasing new electricity tokens to ensure the system registers the changes.
Check your prepaid meter status
Eskom also urges customers to check if their meters are ready for the KRN2 system. To do this, enter the code “1844 6744 0738 4377 2416” on your prepaid meter keypad.
“If the screen displays ‘1,’ your meter still operates on KRN1 and requires an update. A ‘2’ confirms the meter is upgraded,” Eskom stated.
For meters still on KRN1, customers must purchase electricity tokens from authorised vendors. These tokens will include two sets of 20-digit codes to complete the update.
Support and assistance for prepaid meter update available
Eskom reassures customers that help is readily available.
“If you’re struggling, contact our support team at 0860 037 566,” the utility advised.
Customers can also find guidance on Eskom’s social media platforms and website, where detailed instructions are provided. Local engagement sessions and radio announcements are part of Eskom’s intensified awareness campaign to ensure everyone transitions smoothly.
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