KE Live - K-Electric (2024)

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KE Live

The K-Electric’s official Mobile App as well as Consumer Portal, KE Live, is a self-service solution designed for K-Electric customers providing various services on the go. KE Live is here to make your life easy and hassle free with first of its kind convenience avenues now just a tap away.
Some current features include:

Live Power Status
Load-shed Schedules
Billing Details & History
Real-time KE Notifications
Find Your Nearest Customer Care Centre
Speak Up – Report Power Theft
Electricity Complaints
Billing Complaints
Get Complaint History
Online Bill Payment – HBL IPG
New Connection
Change/Correction in Name
Change/Correction in Address
Payment Not Updated
SMS Un-subscription
Disconnection/Reconnection
Deactivation of Installment plan
Load Management Plan

You can click here to avail KE Live services via web-based portal or you can download the app from either Google Playstore or Apple Appstore by clicking on the relevant button below:

Buy 1 Get 1 Offer for KE Live

Q1.How Can I avail this amazing Ramadan offer?

You can avail this offer by following few simple steps:

Download the KE Live App via App Store/Google Play store
Register by filling out the required fields
Once you have registered you will receive the voucher link on your registered email address within 72 hours of registration on the App.
The link will land you on the page showing the options of the deals available.
Once you select your desired deal a pop up will appear asking for the merchant code.
The representative in the restaurant behind the counter, while taking your order will enter the merchant code and redeem your voucher

Q2.What is the validity of the Voucher?

Once you have received your Voucher, it will be valid till the 31st Dec 2022.

Q3.In what outlets can the Voucher be redeemed?

It can be redeemed at all the branches of Hardees, Dominos, California Pizza, Pizza Hut, New York Coffee, IHOP located in Karachi. Vouchers can be redeemed for dine in and takeaways.

Q4.Can I redeem the voucher at the branches of the cities outside of Karachi?

No, these vouchers can only be redeemed at the Karachi branches of the stated outlets ONLY.

Q5.Does the buy 1 get 1 deal apply to the entire menu of that outlet?

No, it’s applicable on specific items. You can view the details of the redeemable food list upon clicking on the link that you will receive via Email

Q6.How will I receive my voucher once I have registered?

You would receive the respective Voucher link on the email that your provided upon registration with 72 hours of completing the process.

Q7.Can Multiple individuals register, and avail offer against one account number?

Yes, more than one person from a single household can register against the same account number and avail this offer.

Frequently Asked Questions

Q 1.How can I download official KE mobile app?

You can download KE Live from Google PlayStore and Apple Appstore. For verification, look for the official logo of KE Live as shown below. You can also access the same via our website live.ke.com.pk

Q 2.How can I sign up for KE Live?

You must provide basic credentials such as name, email address, mobile numberand CNIC to register for KE Live. The password must be alphanumeric with minimum eight characters.

Once you have provided the credentials, you will receive One Time Password (OTP) via SMS (valid for 15 minutes) for verification. You will then be redirected to login page where you can sign into your account.

Please note that same login credentials are applicable for website as well as mobile app.

Q 3.I am unable to Sign Up because of password error. What should I do?

sure both your passwords tally and incorporate alphanumeric with minimum eight characters.

Q 4.What should I do if do not receive an OTP?

Click on “resend OTP” in case you do not receive one within 60 seconds of initiating a request.

Q 5.Can I use the same OTP multiple times?

No. OTP is a dynamic password and is valid for only 15 minutes after receiving the code. For security purposes, each OTP can only be used for a single login authentication.

Q 6.Do I need to login every time I open the mobile app?

No. The mobile app keeps you signed in until you either sign out or clear the memory/cache for the application.

Q 7.How can I add/link/delete KE account in KE Live?

Once you sign in to KE Live, you would be asked to provide your 13-digit Account Number mentioned on top right corner of your KE Bill.

You can add/link multiple KE accounts by clicking on Manage Accounts tab provided at the bottom right corner of your mobile app.

You can also delete KE account by going in Manage Account section. Click on the account number and swipe left, which will further give you options to Edit/Delete.

Q 8.How do I launch a complaint in case of any issue pertaining to the functionality or the features of the App?

To register complaints pertaining to the functionality of the application, please contact our Customer Care through any of the following mediums:

Inbound calls – (021)118 or (021)99000
Email – customer.care@ke.com.pk
Social Media (Facebook, Twitter, & LinkedIn)
Walk-in to IBC
SMS- type CHAT [space], [your message] and SMS it to 8119.

Q 9.Is it mandatory to attach Last Paid Bill snapshot to link KE account?

No. However, it is advised to attach Last Paid Bill snapshot as it assists in identifying authentic consumers.

Q 10.What are the features available on KE Live mobile app and website?

You can avail following features from KE Live Consumer Portal and mobile app:

Know your Current Power Status
If you experience load-shed, you can view your load-shed schedule
Know your Billing details
Get important KE notifications
Locate your KE Customer Care Centre
Get Duplicate Bill
SPEAK UP (Report Theft)
Lodge Electricity and Billing Complaints
Get Complaint History
Get Maintenance Shutdown Notifications

Q 11.How can I lodge my complaint via KE Live?

To lodge your complaint, click complaint tab on your home screen & select your complaint category.

Q 12.Will I be informed when Electricity complaint is resolved?

Yes, you will receive a notification through your mobile app once your electricity complaint is resolved. You will be prompted to provide your feedback accordingly.

Q 13.How can I find nearest Customer Care Centre (CCC)?

From the main menu, select ‘Find KE’. You shall be redirected to your Customer Care Centre (as mentioned on your KE Bill). Once you tap ‘Find Nearest CCC’, your navigation application will provide directions to your nearest KE CCC.

Q 14.How can I download my duplicate bill from KE Live?

Click on duplicate bill from main menu.

Q 15.How many duplicate bills can I download via KE Live?

You can download last 6 months duplicate bills via KE Live.

Q 16.What should I do if my Current Power Status shows ‘ON’ but there is no electricity on my premise?

In case you are facing an outage, you can lodge complaint by tapping on ‘Current Power Status’ which shall then turn Red.

Q 17.Can I report electricity theft?

You can report theft by selecting ‘Speak Up – Report Theft’ from the main menu. You will be asked to provide a short description and attach visual evidence for ease of understanding.

It is worth mentioning that your identity will be kept confidential and not disclosed in any case.

Q 18.How can I submit my Feedback if I wish to?

You can visit our ‘Feedback’ section available through the sidebar menu, type your feedback in the message field and press submit. KE team shall respond to your request and may contact you in case of any query.

Q 19.Why I am unable to take screenshots?

Due to security concerns, screenshot option is not available in KE Live app.

Q 20.How to edit KE account details?

Go to KE live
Click manage KE accounts.
Click on the contract account and swipe left
Edit the information.
Press submit.

Q 21.How to update /edit profile?

Go to KE live main menu.
Click on your name/ photo.
Edit profile screen shall appear.
Add all the information in the edit profile section.
Press update.

Q 22.Can defaulter account be added in KE live?

Defaulter account can be added in KE live app, however, they can not avail any service until they clear all dues.

Q 23.How frequently duplicate bills are updated?

As per billing schedule, each customer has a different monthly cycle whereby duplicate bills are updated.

Q 24. What do green and red power buttons indicate?

Green means your electricity supply is powered on, and you may raise a complaint in case otherwise. Red means you are facing a known electricity outage, hence you can not raise a complaint, as the complaint has already been registered on your behalf.

Q 25. How do I read KE Bill?

The new KE Bill is simple to Read and Understand. Please find below link with instructions.

https://www.ke.com.pk/customer-services/know-your-bill/

Q 26. What is FCA on my KE Bill?

Fuel Charge Adjustments (FCA) are decided by NEPRA to account for the variation in fuel prices and generation mix. According to NEPRA, the actual increase or decrease in fuel cost prices has to be adjusted in customers monthly bills in the form of Fuel Charge Adjustments (FCA). This is in line with the process followed across Pakistan.

You can learn more about FCA on our website from the below link.

https://www.ke.com.pk/customer-services/faqs/#FCA

Q 27.Why do I get “server is busy” error in my KE Live app?

Please check your network settings, ensure you have strong connectivity of internet.
Also please note that KE Live is compatible on Android (7 and above) and iOS 10.3 and above.

Q 28. I have paid the bill however I am still showing as defaulter in the App?

Following can be possible reasons for defaulter status:

Non-payment in current and consecutive months.
Disconnection or Reconnection issue (in that case, please helpline)
Late reflection of change of status on app

Q 29.Can I pay my bill through KE live App?

Select “My Billing” and click on “Pay Now” in order to pay your bills online via KE Live Application.

Q 30.Are any payment gateways integrated with KE Live?

Yes, the HBL Payment Gateway handles routing of all online transactions from KE Live to the Visa/MasterCard networks with state-of-the-art solution, utilizing the 3D-Secure platform for added security in addition to the integrated fraud management tool to help protect from internet hacking and fraud attempts. It supports VISA & MasterCard enabled debit and credit cards for national as well as international payments.

Q 31.What is 3D Secure?

3D Secure means your card is safe to be used for online transactions. 3D Secure requires a password or code called as One Time Password (OTP) generated when completing an online transaction. The OTP is sent on email and/or SMS and needs to be entered at the e-commerce website to authenticate the transaction.

Q 32.Can local and international card holders use this service?

Yes, a cardholder can use any Visa or MasterCard issued by any bank, locally or internationally, for making online KE bill payments.

Q 33.How can a cardholder make the KE bill payment through KE Live?

A cardholder will install KE Live which offers online KE bill payment acceptance feature and can make their payment online through Credit/Debit cards. A cardholder must verify OTP along with the rest of the Credit/Debit card details before making a bill payment.

Q 34.What is the issue when the payment is not able to proceed on KE Live?

Cardholder may have entered incomplete or incorrect details. All details must be correctly entered before proceeding to pay.

Q 35.How can a payment be made via credit/ debit cards on KE Live?

Cardholder must have sufficient limit of funds in the issued Credit/Debit card.
On the duplicate bill page select “Payment Method”.
Enter complete cardholder details.
Verify & Pay

Verify payment details thoroughly. Click “Confirm and Pay” to complete the transaction.

Q 36.How will the user be informed of the successful payment of the bill?

Each transaction is authorized through the Payment gateway and returned with an approved/ declined status. If the transaction is successful, the page will show an ‘Accept’ response. User will also receive a confirmation SMS or email on registered device that the payment has been received.

Q 37.What happens if the transaction is not successful?

If transaction is declined the page will show a ‘Reject’ response. Once the transaction fails, the amount will automatically be refunded, the cardholder can check this in their Credit/Debit card statement.

Q 38.How can the bill payment transaction be cancelled?

User can cancel the transaction before inputting card details or OTP. User will not be able to cancel payment once payment is processed successfully. Furthermore, amount cannot be reversed once it is submitted for processing. There is no refund/return policy for KE bill payments

Q 39.Do any other charges apply in credit/ debit card payments?

Currently, there are no charges on Credit/Debit card payments on KE Live. In future, if any value-added service (VAS) charges are applied, as convenience fee by payment processor, it will add up in the final amount on the checkout page after user enters details.

Please note, KE does not charge any fees or charges over the Gross Amount Payable and any amount that might appear as additional deduction is the VAS charges for processing the transaction.

Q 40.Can all KE customers use the service of online bill payment?

KE residential consumers can make their full KE bill payment online on KE Live through this service.

Q 41.If customers use this service on due date, will it be timely updated in system to avoid any inconvenience?

All successful payments authorized through the Payment Gateway are logged in real-time. The service is also available for after due date bill payments, with the respective late payment surcharge added.

Q 42.Can customers pay their KE bill in instalments through this service?

No, the service is not available for partial or instalment bill payments.

Q 43.Is it safe to pay with credit/ debit card on KE Live?

Fraud detection and prevention are very important to us. KE does not have the direct access to the cardholder data. Payment page is hosted by the Payment Gateway service provider, i.e. HBL Bank. However, HBL has taken necessary steps to ensure that all information related to cardholder and card transaction are stored in secure and encrypted format. Online payments are monitored continuously for suspicious activity and some transactions are verified manually if HBL feels that it is not authorized by the owner of the card.

Q 44.Do users need to save card details on the KE Live?

No, users will never be asked to store their card details on KE Live. Also, customers do not have to sign up from any login account before making a payment transaction on KE Live. Additional measures such as asking for CVV and OTP allow for added security.

Q 45.How do I unsubscribe SMS service?

Go to Manage Account section, click on the account number and swipe left. You would be redirected to a new screen where you click on Edit KE account and select “Unsubscribe SMS service”.