A common issue for many Kenyans is logging in to an eCitizen account using a phone number or email address that is invalid. This typically occurs when you register your account in a cybercafé using a fresh email address, stop using it over time, and forget your login information.

You will need to have a working phone number or email address in order to access your eCitizen account, as this is where the one-time password (OTP) for account verification is sent to.

How to change eCitizen phone number and email

Follow the steps listed below to change your phone number or email associated with your eCitizen account;

• Login to eCitizen portal.
• Click “Account Management” from the top menu.
• Then, click change under “email” or “phone.”
• To reset your password if you’ve forgotten it, visit the eCitizen login page and click on forgot password. You must be able to access the phone number or email address that was first used to create the account in order to do this.

Please note that if you do not have access to your email, you can still update the email to your preferred one by logging in and using your registered phone number to acquire the verification code.

Change without logging in

The only way to change your email address or phone number without logging in is to contact us if you find yourself in a scenario where you are unable to access both the number and the email that were used to create your eCitizen account.

Send an email with a copy of your ID to info@topazdigital.co.ke and request for change of account details.  You can also call us through phone numbers 0723744915. We recommend you to use the email option. The process will only take less than 5 minutes.

It’s very important to note that you can only modify account information without logging in if you haven’t accessed the account in the previous 30 days.