Daily Stories

For many members of the diaspora, something as essential as renewing a passport can quickly become stressful, especially when access issues arise far from home. One eCitizen user recently experienced this challenge firsthand. His passport had expired, and he needed to renew it urgently. However, when he tried to log into his eCitizen account, he realised he could not remember his login credentials. To make matters more complicated, the one time password (OTP) was being sent to a phone number he no longer had access to. Unsure of what to do next, he contacted the eCitizen call centre for assistance. The support team verified his details and helped him recover his account by securely sending the login information to his registered email address. Once he regained access, he updated his phone number, changed his password, and successfully logged into his account. With his account restored, he was able to apply for his passport renewal online without travelling, using intermediaries, or facing further delays. This experience highlights how eCitizen combines digital convenience with real human support, ensuring that even when challenges arise, diaspora users are not left stranded. For citizens living abroad, eCitizen is more than a digital platform, it is a reliable bridge back home.