Prepaid Electricity – Thousands of prepaid electricity users across South Africa have reported meter lockouts and credit issues in recent weeks, raising serious concerns as the much-publicised Token Identifier (TID) rollover deadline approaches. Eskom and local municipalities had earlier confirmed a major system upgrade for prepaid electricity meters, with a September 2024 deadline for users to enter special codes known as KRN (Key Revision Numbers) to avoid disconnection. However, reports of users being locked out or unable to load electricity even before the official deadline have started surfacing, sparking confusion, fear, and frustration among consumers. In response, Eskom has released clarification, urging users to update their meters before the deadline, while addressing concerns over early meter lockouts in some regions. The nationwide update is part of Eskom’s initiative to reset all prepaid electricity meters before they stop accepting new tokens after 24 November 2024, due to the expiry of the 24-bit TID. While Eskom insists the upgrade process is safe and simple, consumers experiencing errors and meter lockouts have demanded urgent answers and support. Here’s a breakdown of everything Eskom has confirmed so far, what consumers need to do, and how to resolve issues before it’s too late.
What Is the Token Identifier (TID) Rollover and Why It Matters
Prepaid electricity meters rely on tokens encoded with a TID, which will run out in November 2024. After that, meters that haven’t been updated will stop working.
- All prepaid meters must be updated before 24 November 2024
- The update involves entering two special codes (KRN1 and KRN2) before any new tokens
- Meters not updated will no longer accept electricity tokens
- Some meters may lock out users even before the official deadline due to local implementation policies
- The process is mandatory across all municipalities and Eskom-serviced areas
Early Lockouts: What Some Users Are Reporting Before September
Despite the national deadline being set for November, many users have reported errors when loading tokens. Eskom and municipalities have admitted some early lockouts may occur.
Common User Complaints in Recent Weeks
- “Token Rejected” error when entering electricity voucher
- Meter screen shows “Key Change Required” or “Error”
- Unable to enter KRN codes properly
- Not receiving KRN codes from electricity vendors
- Confusion over what the KRN update process entails
List of Provinces Reporting Early Lockout Complaints
| Province | Reports of Early Lockouts | Main Affected Towns |
|---|---|---|
| Gauteng | High | Soweto, Pretoria, Tembisa |
| KwaZulu-Natal | Medium | Durban, Umlazi |
| Western Cape | High | Cape Town, Mitchells Plain |
| Eastern Cape | Medium | East London, Mthatha |
| Free State | Low | Bloemfontein |
| Mpumalanga | Medium | Witbank, Nelspruit |
| Limpopo | Low | Polokwane, Tzaneen |
| North West | Low | Rustenburg, Mahikeng |
| Northern Cape | Minimal | Kimberley |
What Eskom Has Confirmed So Far
Eskom has officially stated that while the national deadline is 24 November 2024, some meters were programmed for earlier updates due to internal logistics or to stagger implementation.
Eskom’s Key Statements on the Matter
- No disconnections will occur due to missed updates before the final deadline
- Municipalities may choose to push early updates to reduce last-minute chaos
- Users must request the KRN codes from their electricity vendor or local office
- Support teams are active across all provinces to help with updates
- Eskom is aware of sporadic issues and is working to resolve them case by case
How to Update Your Prepaid Meter Before It’s Too Late
The update process is straightforward, but must be done correctly to avoid issues.
Step-by-Step Instructions for Eskom and Municipal Meters
- Step 1: Buy electricity as usual from your preferred vendor
- Step 2: You will receive three codes – two KRN codes and one token
- Step 3: Enter KRN1 into your meter and press enter
- Step 4: Enter KRN2 into your meter and press enter
- Step 5: Enter your regular token (electricity units)
If any step fails, contact your local Eskom or municipal office immediately.
Where to Get Help If Your Meter Is Locked
If your meter shows an error, or you didn’t receive the codes, don’t panic. Support services are in place.
Contact Numbers and Offices by Region
| Region | Contact Number | Email Support | Office Location |
|---|---|---|---|
| Gauteng | 08600 37566 | customerservices@eskom.co.za | Megawatt Park, Johannesburg |
| Western Cape | 021 915 0000 | wcsupport@eskom.co.za | Bellville Office, Cape Town |
| KwaZulu-Natal | 031 204 9111 | kznhelp@eskom.co.za | Durban Regional Office |
| Eastern Cape | 043 702 2111 | ecsupport@eskom.co.za | East London Office |
| Free State | 051 404 2200 | fshelpdesk@eskom.co.za | Bloemfontein Office |
| Limpopo | 015 299 0100 | limsupport@eskom.co.za | Polokwane Office |
| Mpumalanga | 013 690 8000 | mphelp@eskom.co.za | Nelspruit Office |
What to Do If You Didn’t Receive KRN Codes from Vendors
Many users report that even after buying electricity, the codes were missing.
Steps to Take If KRN Codes Are Missing
- Contact the vendor immediately to resend the codes
- Request a printed slip or digital receipt with all three codes
- Avoid re-entering old tokens after KRN update
- Contact Eskom or municipal electricity department for reissue
Municipalities Pushing Early Meter Updates
Some municipalities have already completed mass rollouts and may have meters that reject tokens if not updated.
Areas with Confirmed Early Implementations
| Municipality | Deadline Set | KRN Distribution Mode | Contact Number |
|---|---|---|---|
| City of Johannesburg | July 2024 | In-store & SMS | 0860 562 874 |
| eThekwini Municipality | August 2024 | Vendor Outlets | 080 311 1111 |
| Cape Town | August 2024 | Vendor Printout Only | 0860 103 089 |
| Nelson Mandela Bay | September 2024 | On Purchase | 041 506 5518 |
Common Mistakes to Avoid During the Update
Here are the most common errors users make that lead to issues.
Top 5 Mistakes and How to Prevent Them
- Entering KRN codes in the wrong order – Always input KRN1 first
- Skipping KRN entry and trying old token – This will not work
- Buying from unofficial vendors – Always use registered vendors
- Not completing all three entries in one session – Complete at once
- Using outdated meter firmware – Contact Eskom to update if needed
Future Risk: What Happens After November 2024?
Any prepaid meter that hasn’t been updated before 24 November 2024 will permanently stop accepting new tokens.
Post-Deadline Risks for Non-Updated Meters
- Permanent disconnection from prepaid system
- Only solution is costly replacement of meter
- Potential blackout and billing delays
- No compensation or refund from Eskom for expired tokens
South Africans are urged to act fast, verify their prepaid meter status, and avoid last-minute panic. With thousands already facing issues, staying informed and following the proper update steps is the only way to ensure uninterrupted electricity service.
FAQs of Prepaid Electricity
1. What should I do if my meter shows “Key Change Required”?
Enter the two KRN codes provided with your token purchase before entering the token itself.
2. Are all prepaid meters affected by the TID rollover?
Yes, every prepaid meter in South Africa needs to be updated before 24 November 2024.
3. Can I still use electricity if I haven’t updated my meter yet?
Yes, but only until your meter locks out or until 24 November 2024 – whichever comes first.
4. Where can I get help if my municipality isn’t responding?
You can contact Eskom directly through their toll-free number 08600 37566 or email customerservices@eskom.co.za.
5. Will I be charged for the KRN update or codes?
No, the update is free. But you must ensure you buy from a verified vendor to receive the correct codes.