KRA Explains Why Users Are Experiencing iTax Password Reset Errors

The Kenya Revenue Authority (KRA) has responded after dozens of taxpayers reported difficulties resetting their passwords and accessing accounts on the iTax portal.

In a response to affected users on X, KRA has attributed widespread password reset errors on its iTax portal to network fluctuations.

The taxman noted that the errors were temporary and advised taxpayers to try again later or use a different browser.

“We acknowledge receipt of your request. Kindly note that this is a network fluctuation error. Kindly try using a different browser or give it some time before you can try again,” KRA Care said.

KRA Blames Network Fluctuations for Widespread iTax Password Reset Errors

The clarification came after several users complained that they were unable to reset their passwords, receive one-time passwords (OTPs), or complete the password reset process.

X user @kirafuti (Kīrafuti) posted: “Password reset is not working.”

Another user, @Kenya_is_good (Elchapo Guzmán), said: “I cannot reset my password, tried different browsers to no avail, have cleared temp files, browsing history, etc., not working.”

Another taxpayer, @nyakundan (Nyakundi Victor), said he was able to reset his iTax password but encountered another error when trying to log in.

“I successfully reset my iTax password, but when I submit the new password, the system returns a ‘URL Rejected’ error instead of logging me in. I have already tried Chrome in Incognito mode and cleared my browser data, but the issue persists. Please assist,” he posted.

Also Read: KRA Reveals Cause of VAT and PAYE Filing Restrictions on iTax

Some taxpayers also reported delays in receiving the OTPs needed to log into their accounts.

“Can’t get any otp,” posted @C_Omondi12 (coldentech), prompting KRA to request the user’s PIN number and contact details via direct message.

The complaints come at a critical time when many Kenyans are using the iTax portal to file tax returns, apply for tax compliance certificates, and access other tax services ahead of the June 30 deadline.

Also Read: KRA Explains How Kenyans Can Declare Business Expenses Not Supported by eTIMS

How to Reset Your iTax Password

If you’ve forgotten your password and can’t access your iTax account, here’s how to reset it:

1. Visit the iTax Portal
   Go to https://itax.kra.go.ke.
2. Enter Your KRA PIN or User ID
   Input your PIN in the field labeled “Enter PIN/User ID” and click “Continue.”
3. Click on ‘Forgot Password/Unlock Account’
   On the login page, select “Forgot Password or Unlock Account.”
4. Complete the Security Check
   Solve the simple arithmetic question (e.g., 5 + 3 = ?) and submit.
5. Check Your Email
   A temporary password will be sent to your registered email address.
6. Log In with the New Password
   Return to the iTax portal and log in using the temporary password. You will be prompted to create a new password.

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