Rejected is a meter message, not a MoMo refund
When the keypad says the token is rejected, ECG’s vend likely still succeeded. Your money bought a code. The meter refused to load it. Refunds are rare until ECG confirms the token was never consumed on any meter.
Read the error, then match it
- Reject / error / invalid: usually a mistype, extra digit, or token for a different meter. Re-type from SMS. Confirm the meter number on the purchase matches the sticker.
- Used / old / already loaded: this token already added credit (this meter or, if the number was wrong, another meter). Check LCD balance. Do not repurchase the same receipt.
- Expired (rare on fresh SMS):strong> very old unused tokens after meter swap. District prepayment reprints against the current meter.
- Overload / tamper / cover: not a token problem. ECG must reset the flag.
Safe retry
- Clear the keypad (back/cancel until the screen is idle).
- Enter only the 20 digits. No date, no kWh, no meter ID.
- Press the meter’s enter key once. Wait. Do not mash keys.
- If reject again, stop after two clean attempts — further tries do not “unlock” a wrong-meter token.
Wrong-meter purchases
If Ewale showed a name that was not your household and you still confirmed, the token belongs to that meter. Contact Ewale Support immediately with the transaction ID. Reversals are case-by-case and faster if the other meter has not loaded the token.
When to go to ECG
Take the SMS, MoMo receipt, and a photo of the meter number to the district prepayment desk if two correct entries still reject, the meter was recently replaced, or the display shows tamper. ECG can test the meter and issue a replacement token if the original is unused in the vend system.
Next buy: dial *714*22#, confirm the name, then enter the new token on the same keypad you will use at home.