eCitizen Confirms OTP SMS Delays for Safaricom Users

eCitizen has announced intermittent delays in the delivery of one-time password (OTP) SMS messages to users with Safaricom mobile numbers due to an ongoing SMS gateway migration.

In a notice dated July 7,eCitizen said the temporary disruption may affect users attempting to access services that require SMS verification.

“Notice: OTP SMS Delays. We are currently experiencing intermittent OTP SMS delivery delays to Safaricom numbers due to an ongoing SMS gateway migration,” read part of the notice.

Safaricom Users Advised to Use Email OTP as eCitizen Faces SMS Delays

To ensure users continue accessing services without interruption, the government platform advised those who do not receive their OTP via SMS to select the “Send code to my Email” option instead.

Also Read: How to Register a Sole Proprietorship in Kenya on eCitizen

As a result , the email verification option allows users to log into their accounts and complete transactions while the SMS delivery issue is being resolved.

“If you do not receive your OTP via SMS, please select the ‘Send code to my Email’ option to continue accessing eCitizen services,” the notice stated.

The platform apologised for the inconvenience caused by the temporary disruption and appreciated users for their patience.

“We apologise for the inconvenience and appreciate your patience,” eCitizen said.

What is an OTP SMS : Benefits

This 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.

It enables secure, fast, and automated delivery of one-time passwords across networks in Kenya, ensuring smooth verification for fintech apps, banks, and e-commerce platforms.

However , OTP SMS code is valid for only a short period and expires after it is used, helping protect accounts from unauthorized access.

Also Read: NTSA Explains Why Instant Traffic Fines Cannot Be Paid on eCitizen

They are widely used to verify a user’s identity and enhance security across digital services especially in activating new bank payment cards, approving high-value or unusual financial transactions, resetting forgotten passwords, and authenticating users when logging into government platforms such as eCitizen.

Additionally, OTPs help verify new or unfamiliar devices, confirm the identity of users during the registration of new services, and protect access to sensitive information such as healthcare records.

By requiring a unique code that expires after a single use, OTPs help prevent unauthorised access, reduce fraud, and ensure that only the rightful user can complete a transaction or access a service.

Follow our WhatsApp channel for instant news updates.

A photo showing the OTP Verification email. Photo/ eCitizen