Well, if you are reading this article, then you are here to get help, and that’s recovering your eCitizen login credentials. For those who are not aware, which is highly unlikely, the eCitizen is a government portal that enables all Kenyans to access all government services directly from their smartphones.
Losing access to your eCitizen account due to forgotten password reasons is a common error that many Kenyans face every day. If you have encountered this problem, no need to fret because, luckily for you, the portal provides quick solutions and fixes that you can use to recover your account password easily. In this guide, I would not want to go into details on the registration process and services provided in the eCitizen portal. If you are looking for that, here is a guide. However, for now, let’s focus on how you can easily regain access to your account.
How do I recover my eCitizen account?
The eCitizen portal offers different types of accounts, each influencing how you can get your account password. There are up to five account types, and they are as follows:
- Citizen Account: For individuals with a valid Kenyan National ID card.
- Resident Account: This is for non-Kenyan residents in Kenya who hold a valid foreign passport or alien card.
- Diplomat Account: Intended for diplomats and individuals outside Kenya who need limited access, mostly related to immigration or visa services.
- Foreigner Account: For foreigners who are not residents but may need to access certain government services online.
- Refugee Account: For registered refugees in Kenya.
Now, depending on your account type, the reset process is almost similar, and here is how you can go through it:
- Open your web browser and go to the official eCitizen login page (www.ecitizen.go.ke).
- Click the “Forgot Password” link located directly below the login fields. This will redirect you to the password recovery portal, which is your starting point for the entire process.
- In the first field, choose your account type and proceed to enter your Kenyan National ID number or passport number (for foreign accounts) exactly as it was used during your initial registration. When done, click on Next.
- The system will immediately send a one-time PIN (OTP) via SMS to the mobile number registered on your account. Retrieve this six-digit code from your messages and enter it in the provided field within the time limit. If the code doesn’t arrive within 2-3 minutes, use the “Resend OTP” option rather than starting over.
- Once the OTP is verified, you’ll be prompted to create a new password. Ensure it meets the security requirements: it must be at least 8 characters long and contain a mix of uppercase and lowercase letters, numbers, and special characters. Then, re-enter the password exactly in the confirmation field to finalize the reset.
- Click “Submit” to complete the process. You should receive a confirmation message on-screen and via SMS. Return to the main login page and test your new password with your username or ID number to confirm full access has been restored before navigating away.
How do I change my eCitizen email and phone number?
Now that you have understood the various account types and know that it’s easy to get new login details if you have lost one, do you know that you can also change your account’s phone number and email address? Yes, that’s very much possible, but these steps will require you to log in to your account in order to proceed. Here is how:
- Make sure that you are logged in to your eCitizen account.
- After logging in, go to “Account Management,” which is located at the top navigation bar. On mobile phones, it is under the hamburger menu.
- On the account access Tab, you can see the following options: one to change your phone number, another to change your email, and lastly, your password.
- Now click on the one that you want to change
- Verify your identity by entering your password.
- Enter the OTP received on your current registered email and enter the new phone number or email you want to use.
- Finally, enter the OTP send to the new phone number or email to confirm the change.
eCitizen Contacts
In the event that even after trying the necessary solutions we have walked you through in the article, you can always reach out for assistance by using the following contact information:
- Email: support@ecitizen.go.ke
- Phone: +254 207 903 260
- Immigration contacts: +254 110 922 061 (Mombasa Office) +254 20 2222022 (Nairobi Office)
- eVisa queries contacts: +254 110 922 062 / +254 110 922 064
- Business registration contacts: +254 11 112 7000
- NTSA contacts: +254 (0) 709 932 000
