The Kenya Revenue Authority (KRA) has shared a simple guide for taxpayers facing problems accessing their iTax accounts after losing access to the phone numbers linked to their profiles.
The clarification came after an iTax user raised concerns online, saying the phone number he had used during registration was no longer in his possession and had already been given to another person by the mobile service provider.
According to the taxpayer, every time he tried to log in to file returns, the one-time password (OTP) was being sent to the old number, making it impossible for him to access his account.
“What does one do if the number that they used to register is being used by another person and I have another number?” the taxpayer asked on X.
In response, KRA advised affected users to update their phone numbers directly through the iTax portal during the login process.
According to the tax authority, once the user signs in, the system would prompt the taxpayer to verify his/her mobile phone number.
Once a user verifies his/her mobile phone number, they are then asked to delete the old number and enter their new number, after which they can request for a verification code.
“Kindly log in to your iTax portal and once it prompts to verify the mobile number, where it says Mobile number delete the old number and then enter your current number then click on send verification to receive the OTP, and enter the code and login,” KRA explained.
This move by KRA happens at a time when many Kenyans are scrambling to submit their tax returns before the end of June 30.
As a way of digitizing its tax systems, KRA has in recent months rolled out several other applications including a WhatsApp chatbot that helps taxpayers easily file returns and access services offered through eTIMS portal.
Taxpayers must first save +254 711 099 999 number on their phones and then text “Hi” or “Menu” to the number via WhatsApp to get started.