eCitizen Kenya
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Republic of Kenya

Help with any eCitizen service

Raise a request, follow it, and get an answer from the agency responsible. Free, for every Kenyan, in every county.

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Most requests get a first reply within 4 hours and are resolved within 48 hours.

How it works

  1. 01

    Sign in with eCitizen

    Sign in with your existing eCitizen account in seconds. No new account needed. Your verified eCitizen identity gives you immediate access to the full Command Centre.

  2. 02

    Submit your request

    Raise a support ticket for any eCitizen service issue. Describe the problem, attach documents if needed, and submit.

  3. 03

    Get it resolved

    A dedicated government support officer reviews your request. You receive real-time updates by SMS and email until it is fully resolved.

Updates

All announcements

Guides

Step-by-step help for the most common service issues.

All guides

The same help on your phone

The eCitizen Support app lets you raise a ticket, attach photos and documents, chat with your officer and get a notification the moment there is news. It works in all 47 counties.

Google Play, coming soonApp Store, coming soon
9:41

eCitizen Support

My requests

Officer replied

Your passport issue has been escalated to Immigration HQ.

Passport renewal delay
In progress
KRA PIN reset
Resolved
NTSA licence query
Open
Tickets
Chat
Alerts

Questions

What is the eCitizen Command Centre?
The eCitizen Command Centre is the Government of Kenya's official support and oversight platform for eCitizen digital services. When you encounter a problem with an eCitizen service (a delayed passport, a failed payment, a registration issue) you raise it here and a dedicated government support officer resolves it for you.
Do I need to create a separate account?
No. The Command Centre uses your existing eCitizen account. Click "Sign in with eCitizen" and you will be redirected to accounts.ecitizen.go.ke to authenticate. If you do not yet have an eCitizen account, create one at accounts.ecitizen.go.ke and then return here to sign in.
Who handles my support request?
Your ticket is routed to the relevant government agency (e.g., Immigration for passport issues, NTSA for licence issues) and assigned to a qualified officer. You can see who is handling your request at all times.
How long does it take to resolve my issue?
Resolution times depend on the service and complexity. The Command Centre enforces strict SLA targets: most tickets receive a first response within 4 hours and are resolved within 48 hours. Critical issues are escalated automatically.
Is my personal information safe?
Yes. The Command Centre uses bank-grade encryption to protect all data. The platform complies with the Kenya Data Protection Act 2019. Your personal information is only shared with the assigned government agency handling your request.
Can I track my request on mobile?
Absolutely. The Command Centre is fully mobile-responsive and works in any browser. You can also download the Command Centre mobile app from Google Play or the Apple App Store.

Not answered here? Submit a ticket and an officer will reply.