Being unable to log in to iTax the day before a deadline is stressful. Most problems have simple causes: a forgotten password, an old email address, a mistyped PIN or a browser issue. This guide walks through the fixes in order, from the easiest to the hardest, and explains how to protect your account once you are back in.

Check the basics first

Before you reset anything:

  1. Check the PIN. It starts with a letter (A for individuals, P for companies), has nine digits and ends with a letter. Zero and the letter O are easy to confuse.
  2. Check caps lock and the keyboard language. Passwords are case sensitive.
  3. Use an up-to-date browser and try a private window. Clear cookies if the page loops.
  4. Check the status of the portal. Heavy traffic near 30 June can slow the site. Try again off peak.

Reset your password

  1. On the iTax login page, choose Forgot password.
  2. Enter your PIN and the security code shown.
  3. Choose to reset by email (the usual method) or answer your security question, depending on what your profile offers.
  4. Open the link or code sent to the email address registered with KRA.
  5. Set a new password that meets the rules (length and mixed characters).

Keep a note of the new password in a password manager. Do not reuse the password from your email or bank.

If you do not receive the email

  • Check spam and promotions folders.
  • Make sure you are checking the email registered with KRA, which may be an older address.
  • Wait a few minutes and try again, but avoid requesting many resets, which can cause a temporary block.

If the email address on file is no longer yours, you cannot reset online. You will need to update your details through KRA: visit a service centre with your ID or passport and PIN certificate, or use the official contact channels, and request that the email be changed. Update both email and phone at the same time. See how to update your KRA PIN details.

Lockouts

Entering the wrong password several times can lock the account for a period. Wait, then use the password reset. Do not keep trying, which prolongs the lock.

If you never had a password

New taxpayers register for a PIN, then set a password using the link or process they were given. If you were issued a PIN at a service centre, ask for the credentials to be sent to your email, or use the reset. For a company, the person who registered it, or an authorised director, needs access. Follow how to register on iTax.

Using an agent

Many people hire an accountant to file. Give them the specific information they need, but keep your password private. Instead, ask the accountant to file as an authorised representative where the system allows, or change your password after they have finished. Never allow someone to change your email or phone to theirs.

Protect your account

  • Use a long, unique password and a password manager.
  • Use an email address with two-step verification.
  • Keep your phone number current for one-time codes.
  • Log out after use, especially on shared computers.
  • Beware of fake KRA websites and phishing messages. KRA's portal is on kra.go.ke and itax.kra.go.ke. KRA never asks for your password by SMS, WhatsApp or phone.

Prepare before deadlines

Test your login weeks before the deadline, not on the day. Have your documents ready: P9, payslips, rent records and bank statements. The P9 tax return calculator prepares the figures, and filing your employment return with a P9 lists the steps. If you cannot file in time because of a system problem, keep screenshots and error messages, because they support a waiver request. Estimate any penalty with the KRA penalty calculator and read the 30 June tax deadline.

Once you are back in, keep your records tidy with the tax records checklist and document log, and make sure your profile is current: how to get a KRA PIN explains the registration details, and how to register on iTax covers the first-time setup. Employees can check their year's figures with the PAYE calculator before they file.

Frequently asked questions

Can I change my password from inside iTax? Yes, once you are logged in, there is an option to change the password. Do this regularly.

What if the system says my PIN does not exist? Check for typing mistakes. If the PIN is correct, contact KRA, since there may be a registration issue.

Is there a way to log in with my phone number? iTax login uses the PIN and password. Other KRA services such as the mobile app may have separate sign-in methods.

Who can reset a company's password? The registered contact or an authorised director with the right documents. Updating the company email may need the CR12.