To change your eCitizen email and phone number, you must either update them directly in your account profile or contact eCitizen support if you can no longer access the old details. The process is straightforward if you still have control over at least one of the registered contacts (email or phone), but becomes a support‑ticket workflow if both are inaccessible.
How to change eCitizen email and phone number when logged in
If you can still log in, you can edit your email and phone via the Account Management section.
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Log in to eCitizen
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Go to the official eCitizen portal (ecitizen.go.ke) and enter your username, password, and any OTP sent to your registered phone or email.
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If you have forgotten your password, click “Forgot Password” on the login screen and use the registered email or phone to reset it.
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Open Account Management
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Once logged in, click Account Management on the top menu (on desktop) or under the hamburger menu (on mobile).
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This section controls your login contacts and password.
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Change your email address
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Under the email option, click Change.
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Enter your current password for verification, then key in the new email address you want to use.
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You will receive an OTP on the new email; enter it to confirm the change.
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Change your phone number
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Under the phone option, click Change to modify your mobile number.
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The system may ask you to verify your identity using your password and then send an OTP to the current registered phone.
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Enter the OTP, then input the new phone number and confirm it with a second OTP sent to that line.
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After both steps, you can log in using the new email or phone and respond to any OTPs sent to these updated contacts.
What to do if you cannot access the old email or phone
If you have lost your old phone line or can no longer access the email used to create the eCitizen account, you cannot change the contacts yourself and must contact eCitizen support.
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Send a support email
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Compose an email to support@ecitizen.go.ke or support@pesaflow.com requesting a change of phone number and/or email on your account.
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Attach a clear copy of your National ID to verify your identity.
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Clearly state your current registered email or phone number (if you recall any) and the new contacts you want on the account.
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Call eCitizen customer care (optional)
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You can also call eCitizen on 0780 206 206 or 0706 206 206 to explain the issue, but email is usually recommended for a formal trail.
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Save the ticket or reference number given by support and keep checking your inbox for confirmation that the details have been updated.
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Important reminders and best‑practice tips
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Always keep at least one contact method active (email or mobile) so you can recover your password or receive OTPs for services such as passport application, business registration, or clearance certificates.
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Use an email you check regularly and a mobile number you own, since eCitizen may send tax reminders, application updates, and service notifications to these channels.
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If you intend to change both email and phone, do one at a time and confirm the OTP before switching the second, to avoid locking yourself out.
Common issues and quick fixes
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OTP not received on the old number/email: If you still have partial access, try resetting the password first, then update the phone or email to your current one.
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Account locked or blocked: Use the support email method above and enclose your ID; support typically processes verification and unlocks or updates the account within a short turnaround.
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Conflicting accounts with similar details: If you suspect multiple profiles, inform support clearly of your ID number and the email/phone you want to retain, so they can merge or correct the records.
By following these steps, you can reliably update your eCitizen email and phone number whether you are logged in or need to handle the change through official support channels. Keeping your contacts current helps you avoid disruptions when renewing IDs, paying taxes, or applying for government services in Kenya.