A growing number of Kenyans on Thursday reported being unable to access their accounts on the government’s digital service delivery platform, eCitizen, sparking frustration and concern among citizens who rely on the portal for essential services.

The complaints, which began circulating on social media platform X (formerly Twitter), describe users being unable to log in even when entering correct credentials.

Others who managed to access the portal say their personal details have mysteriously disappeared from their profiles leaving them in limbo as they try to complete urgent transactions such as passport applications and payments.

eCitizen, which hosts thousands of government services online, has in the past experienced intermittent technical difficulties and extended outages.

He who shall not be named @Traver000 Has ecitizen deleted all user accounts? It’s telling me account doesn’t exist.

In 2025, users were locked out of the iTax portal under eCitizen for over 30 hours, hampering business transactions nationwide.

And as recently as February this year, government officials acknowledged that platform glitches were hindering passport services, forcing frustrated applicants to queue at physical offices.

Many Kenyans today said they received no warning from authorities about the disruption, leaving them unsure whether to expect a fix soon.

@RachaelMuya @eCitizenKenya alar!!! Why can’t I log in my ecitizen account??

At the time of publishing, the government had not issued an official statement explaining the cause of the downtime or when full functionality will be restored. Citizens waiting on critical services say they are watching closely for updates.