The platform disclosed on July 7 that an ongoing SMS gateway migration is behind the intermittent delays, particularly hitting select mobile line users trying to verify their accounts. “We are currently experiencing intermittent OTP SMS delivery delays to some numbers due to an ongoing SMS gateway migration,” stated eCitizen.

🇰🇪 Breaking It Down

However, in the midst of the system hitch, the platform offered a quick fix for anyone for anyone stuck waiting on a code that never seems to arrive by simply selecting the "Send code to my Email" 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,” urged eCitizen.

That alternative, the platform says, keeps users moving without having to sit around refreshing their phones hoping for a text that's taking longer than usual. This technical glitch simply means that key government services in the platform i ncluding transportation, immigration, business, and civil registr y amongst others will likely lock thousands of Kenyans out.

📌 What You Need to Know

e-Citizen has since apologised for the inconvenience, acknowledging that the delays have left many Kenyans frustrated while trying to access their accounts.

Sometimes the problem originates with the user, where weak signal coverage or a full SMS inbox blocks delivery entirely. To address these failures, digital platforms have developed several targeted technical strategies aimed at reliability including adaptive timeouts that sync code validity with realistic carrier delays, alternative channels such as email verification codes or authenticator apps, and smart routing through dedicated transactional networks that cut transmission times.

📰 Source: Kenyans.co.ke