Customer Support

Token SMS messages are usually sent immediately to both the registered phone number and the number that made the payment. If your token is delayed, you can retrieve it through any of the following self-serve options:

•     Mobile App: Download the free Solar Panda app from the Google Play store to view your tokens.  This is the best way to get a missing token.
•     USSD: Dial *651# to view your last 5 tokens.

If your token from Solar Panda is delayed, this might be because Safaricom, your telecom provider, is having SMS problems on their network affecting many customers including you. We apologize sincerely for this and are working hard to get it fixed!

You can always get your token immediately by downloading the free Solar Panda Mobile app from the Google Play store onto your phone.  The free Solar Panda Mobile app is the most reliable and fastest way to get your token because it does not use SMS.

You can also use USSD (dial *651#) to get your last 5 tokens. (But if there are SMS problems, USSD sometimes also gets overloaded. Best to download the free Solar Panda mobile app.)

A skipped token means there is a token you paid for earlier that has not been entered. Tokens must be used in the order received.  If you see a “skipped token” message, enter any unused tokens in the order you received them.  If you are missing any tokens, download the free Solar Panda app from the Google Play store or use our USSD code (dial *651#) and follow the steps.

If payments are delayed, the system will temporarily switch off. Once you make a payment, it will be reactivated immediately for a full 24-hour period.

Yes, you can! Go to Contact Us to find out our hours and all the ways you can reach us. If you send us a message, we will get back to you.

You can easily find the nearest shop to you. Go to “Shops” and enter the name of your village or town. You will see a list of shops closest to you.

To check your remaining loan balance, you can download the free Solar Panda app from the Google Play store which is very convenient and timely.  You can also use our USSD code – dial *651# and follow the steps.

Yes. You will save money by paying off your loan more quickly and get free electricity sooner when your loan is paid off. To improve your loan repayment, add #0 at the end of the account when making a loan-balance payment. You will not get a token with the payment, but your loan balance will be reduced.