Kenya Power has warned customers against contacting its customer-care account on X after an unauthorised access incident.
In a customer alert issued on Saturday, October 3, 2026, the power utility said it was recovering the account, @KenyaPower_Care.
The company urged customers and members of the public not to interact with content posted through the account until further notice.
“Our customer care account on X, @KenyaPower_Care has experienced unauthorised access and the recovery process is currently underway,” Kenya Power said.
The utility further cautioned the public against responding to messages sent through the account or following instructions issued from it.
“Please DO NOT respond to any messages sent or take instructions issued through the account until further notice,” it said.
Kenya Power advised customers seeking assistance to use its other official communication channels while the recovery process continues.
These include its main X account, @KenyaPower, as well as its Facebook page, Kenya Power Care. Customers can also reach the utility through Instagram at @kenyapower and TikTok at @kenyapower.
The company also directed customers to use its USSD service, *977#, and the myPower App for assistance.
Kenya Power said it would issue another update once the matter has been resolved.
“We appreciate your understanding and vigilance,” the company said.
Kenya Power & Lighting Plc describes itself as the nation’s primary energy solutions provider, providing electricity services that it says contribute to societal well-being and sustainable socio-economic development.
The company says it serves an extensive customer base of 9.6 million people across the country.
Its operations include electricity generation, transmission, distribution and customer service. Kenya Power says its commitment to customer satisfaction is guided by values including Customer First, One Team, Passion, Integrity, Excellence and Accountability.
The unauthorised access affects a customer-facing digital channel used by the utility, with Kenya Power directing customers to its other official platforms as it works to recover the X account.
