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Frequently asked questions
How do I create an eCitizen account?▼
Go to ecitizen.go.ke and click "Register". You will need your National ID number and a working Safaricom, Airtel, or Telkom mobile number to receive an OTP verification code. Once registered, you can access services from all government departments in one place.
I forgot my eCitizen password. How do I reset it?▼
On the eCitizen login page, click "Forgot Password". Enter your registered email address or National ID number. A password reset link will be sent to your email. If you no longer have access to the email, call the eCitizen helpline on 0800 724 001 (toll free).
How do I pay for government services?▼
Most services on eCitizen can be paid via M-PESA (Paybill 222222), Visa/Mastercard debit or credit card, or internet banking. The exact payment options are shown at checkout for each service. Always keep your payment reference number.
My application has been pending for a long time. What do I do?▼
Log in to your eCitizen account and check the status under "My Applications". If the status has not changed for more than twice the stated processing time, contact the relevant government department directly, or call the eCitizen helpline on 0800 724 001. You can also visit any Huduma Centre for in-person assistance.
Can I use GOV.KE in Kiswahili?▼
Yes. GOV.KE is fully bilingual. Click the "Kiswahili" button in the top-right corner of any page to switch the interface to Kiswahili. Service information is also provided in Kiswahili where available.
I paid but did not receive a confirmation. What should I do?▼
Wait up to 30 minutes for M-PESA confirmation messages. If you do not receive confirmation, check your M-PESA message (check for a Safaricom message about the transaction). If money was deducted but the application was not confirmed, do not pay again — call 0800 724 001 or visit a Huduma Centre with your M-PESA receipt.
What is a KRA PIN and how do I get one?▼
A KRA Personal Identification Number (PIN) is required for tax filing, property transactions, opening bank accounts, and most government services. Register for free on the KRA iTax portal at itax.kra.go.ke. You will need your National ID and email address. The PIN is issued instantly online.
How do I find my nearest Huduma Centre?▼
Visit the Huduma Centres page on GOV.KE to find a centre near you. There are 27 Huduma Centres across all 8 regions of Kenya. Most are open Monday to Friday, 8:00 am – 5:00 pm.
How do I report a problem with a government service on GOV.KE?▼
Use the Give Feedback link at the bottom of any page, or email feedback@gov.ke. For urgent service issues, contact the department directly or call eCitizen on 0800 724 001.