Start with the SMS, not a second purchase
If MoMo left your wallet, a token was almost certainly generated. “Not working” usually means the meter rejected the keypad entry or you entered a token meant for another meter. Buying again stacks two unused tokens or credits the wrong house.
Causes, in the order they actually happen
| Cause | What you see | What to do |
|---|---|---|
| Mistyped digit | Reject / error beep | Re-enter from the original SMS, no spaces, all 20 digits |
| Token already used | Used / old token | Credit is on the meter — read the LCD |
| Wrong meter number at purchase | Reject on your meter; neighbour may have credit | Stop. Contact the vend channel (Ewale Support or ECG) with receipt |
| Entered on pole box, not CIU | No keypad response | Use the indoor Customer Interface Unit |
| Tamper / cover open | Supply off even with credit | ECG district — not a new token |
| Meter replaced, old token | Reject | Buy against the new meter number only |
Fix sequence
- Compare meter number on the SMS with the sticker on the meter.
- Enter the token once more, slowly — see correct entry.
- If the meter says rejected, follow token rejected.
- If it will not accept any valid unused token, follow meter not accepting token.
- Photograph LCD error + meter number + SMS. Take them to ECG prepayment or Ewale Support — not a street “token fixer.”