Frequently asked questions

An Electric Distribution Company (DisCo) is a company licensed to distribute electricity to homes and businesses of their customers.

Enter your registered mobile number and password, then click on ‘login’. If you had use a device to purchase electricity at least once, your login details would have been saved and you won’t be required to login.

Here is a standard process you can follow: Ensure there is power supply in your area; Confirm the phase you are on has power supply; Put off generators and inverters and change over to power supply; Key in the numbers you received as token and Click on the “Enter” button it could be green or red. Link errors- Insert new batteries in the space provided at the back of the keypad to power on the device. If the device does not come on, press 3 to power up the battery. Step 1- Plug the keypads preferable to a wall socket used for your freezer or cooker (13Amps), and ensure the switch is on. Step 2 -if you still have units on your meter, when there is power supply, plug the Keypad into a wall socket. Step 3- Key in 5258 instead of the first four-meter digits followed by the consecutive meter digits while omitting the last digit of the meter. I.e. 01011607946 then becomes 5258160794. Then press Send (blue or red button as the case may be. Step 4- Load the token over again after the above has been done. Kindly contact our 24-hour support team on +234 807 277 0999 or send us an email at [email protected] for further assistance.

This could happen as a result of the following reasons: The purchase was for the wrong meter number. Kindly confirm you are loading the token on the right meter. The meter has not yet been activated- An activation code will be required from the distribution company. There has been a change in your tariff index. Kindly contact our 24-hour support team on +234 807 277 0999 or send us an email at [email protected].

The token is generated and encrypted using the unique ID of the meter. This is to ensure that the token generated can only be used by the specific meter.

Usually, you will receive a reversal from your bank within 24 hours. Kindly contact our 24-hour support team on +234 807 277 0999 or send us an email at [email protected] if you don’t.

Validity period for a token is 3 months. However, Meters with series 021, 01011 have to load the first token generated before loading another token.

A token can only be utilized by a specific meter number. Used simply means, the token has already been loaded on the meter. Ensure there is power supply in your area; confirm the phase you are on has power supply. Put off generators and inverters and do a change over to confirm power supply. This could also be as a result of technical Fault or loss of phase and Meter entering tamper mode. Kindly contact our 24-hour support team on +234 807 277 0999 or send us an email at [email protected] for further assistance.

The cost for the units on a newly installed meter is paid by the customer (as debt) on their first recharge of the meter. Migration of Previous Debt: If the property used an analog meter before the installation of a Prepaid meter or using the estimated billing (Post Paid) and there was a debt before the installation of the prepaid meter, the debt on the estimated (Postpaid) billing account is migrated to the Prepaid meter account. Penalties: If there was a bypass or illegal connection discovered in the house, the penalty charge is added as debt to the prepaid meter account. Kindly visit the nearest electricity distribution company office to discuss your debt profile. As all meters are domiciled with them.

There is a possibility a debt has been migrated on your meter, kindly check your token details for any debt deductions. If the previous payment was inclusive of free units. Kindly check your token details. It could also mean your tariff plan index has been changed.

A token is generated and encrypted using the unique ID of the prepaid meter number. This is to ensure that token generated can only be used by the specific meter number it was vended on. You can only load the token digits for the meter number you purchased for. Hence, please confirm your meter number before going ahead to vend. Kindly contact our 24-hour support team on +234 807 277 0999 or send us an email at [email protected]. for resolution of this issue.

All prepaid meter token is generated from one central server both for online payments and the vending office. There is no difference buying online. Please turn of all appliances when not in use as appliances left on standby can still draw about 20% or more of normal electricity in use and use energy saver light bulbs. Kindly contact a Meter Engineer as this could be a result of - High consumption, Electricity theft.

The name and address displayed is same one registered on the distribution company’s system. Kindly visit the nearest electricity distribution company office to edit this information on your meter.

Kindly contact our 24-hour support team at +234 807 277 0999 or send us an email at [email protected].

Your token is sent to you by SMS and WhatsApp. But sometimes, due to network delay issues which is beyond our control and totally dependent on the TELCOS (Telecommunication companies) [or if your mobile number was switched off or unavailable at that particular moment the SMS was sent out or your number has been registered on DND (do not disturb)], you might not receive the SMS. You can also access your tokens by viewing your transaction receipt or clicking on the transaction history select the particular transaction to see your token.

Vend in this context means the transaction process that generates your electricity token. The last vend date is the last time you bought an electricity token on our platform (Myefactory).

This is the last amount the customer pays to generate an electricity token on myefactory.

This is a unit of power. The unit of power generated base on the amount paid. Therefore, the Last KW is the last unit of power assigned to you.

This is the type of account your meter runs on, it could either be prepaid or post-paid.