If the “Forgot Password” option on the Kenya Revenue Authority iTax portal isn’t working, you’re not alone. Many users face this issue due to outdated email details, system locks, or browser-related problems. The good news is that there are several reliable ways to resolve it and regain access to your iTax account.
Why the Password Reset May Fail
Before trying alternative methods, it’s important to understand the common reasons behind the issue:
- Outdated Email Address: If you no longer have access to the email used during registration, you won’t receive the reset link.
- Spam or Junk Folder: Sometimes the reset email is sent but lands in spam instead of your inbox.
- Account Lockout: Multiple failed login attempts can temporarily lock your account.
- Browser Issues: Some browsers may not fully support the iTax system, causing glitches during reset attempts.
Quick Fixes You Should Try First
Start with these simple troubleshooting steps:
- Check your Spam/Junk folder for the reset email
- Wait 24 hours if your account is locked—it may reset automatically
- Use updated browsers like Google Chrome or Mozilla Firefox
- Clear your browser cache or try logging in from a different device
If these don’t work, you’ll need to explore alternative reset options.
Alternative Ways to Reset Your Password
KRA provides multiple official channels to help users regain access:
1. Phone (IVR Self-Service)
You can reset your password by calling:
- 0711 099 999
- 020 4999 999
Follow the automated voice prompts and provide the required details.
2. Email Support
Send a password reset request to:
Include your KRA PIN and attach a scanned copy of your ID. KRA will process the request manually.
3. Social Media Support
Reach out via official KRA Care pages on platforms like:
- X
Send a direct message with your PIN (privately), and their support team may assist with the reset.
4. Visit a KRA or Huduma Centre
If all else fails, visit a physical support centre. This is especially necessary if:
- You need to update your registered email
- You’ve completely lost access to your account
Carry your original ID and KRA PIN details for verification.
When You Must Visit KRA in Person
Certain situations require a physical visit, including:
- Changing your registered email address
- Identity verification issues
- Persistent account lockouts
In such cases, visiting a KRA Service Centre or Huduma Centre ensures faster resolution.
Tips to Avoid Future Issues
- Always keep your registered email active and accessible
- Save your login details securely
- Avoid multiple failed login attempts
- Update your contact details regularly on iTax
Final Word
While password reset issues can be frustrating, KRA has provided multiple ways to ensure users are not locked out of the system. Whether through phone, email, social media, or physical support centres, there is always a path to regain access.
If you’re still stuck, the fastest solution is often contacting KRA directly or visiting a service centre for immediate assistance.
