The eCitizen platform has announced delays in the delivery of one-time password (OTP) SMS messages to Safaricom users, citing an ongoing SMS gateway migration.
In a notice issued on Tuesday, July 7, eCitizen said the delays are intermittent and may affect customers attempting to access government services using OTP verification sent to their Safaricom mobile numbers.
“We are currently experiencing intermittent OTP SMS delivery delays to Safaricom numbers due to an ongoing SMS gateway migration,” the notice read.
eCitizen Advises Safaricom Users to Use Email OTP as SMS Delays Hit Platform
To ensure users can continue accessing services, the platform advised those who do not receive the verification code via SMS to use the email verification option instead.
“If you do not receive your OTP via SMS, please select the ‘Send code to my Email’ option to continue accessing eCitizen services,” the platform said.
eCitizen apologized for the inconvenience and thanked users for their patience as the migration continues.
The platform did not indicate when the SMS gateway migration would be completed or when normal OTP SMS delivery would resume.
What is an OTP?
An OTP (One-Time Password) is a temporary security code sent to a user’s phone number or email address to verify their identity before they can access an account or complete certain transactions.
Authentication flows with one-time passwords are based on something the user has (a phone, an email address, a secret stored in an authenticator app) rather than something they know (a password) or something they are (biometric information, such as a fingerprint).
The code is valid for only a short period and expires after it is used, helping protect accounts from unauthorized access.
Also Read: Kenyans to Pay Double Charges as Treasury Plans to Change KSh50 eCitizen Fees
How the eCitizen Platform Works
The eCitizen platform is the Kenyan government’s online portal for accessing public services offered by ministries, departments, agencies, and several county governments.
According to the government, the platform provides access to more than 22,000 services from over 100 ministries, counties, departments, and agencies.
These include applications for national identity cards, passports, driving licences, business registration, tax services, and other government services that require secure user verification.
To access the platform, users must first create an eCitizen account by registering with their personal details and verifying their identity.
Also Read: Step by Step Process of Registering Business Name on eCitizen
They then use a username and password to log in, with a one-time password (OTP) sent via SMS or email for additional security when required.
Most government services available on the platform attract statutory fees set under Kenyan law.
In addition, users pay an eCitizen platform maintenance fee, as provided for in a Kenya Gazette notice, alongside the cost of the service they are applying for.
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