Itax FAQS

iTax FAQS
Q. 1
How can I register in iTax if I already have a PIN?

You need to enter your PIN on the iTax login page. iTax system will check if
you have updated your details and will provide you the link for updating
details iTax. Follow the link to update the details. Once the details are
successfully updated you will get the updated PIN certificate.
You can also use the link Have PIN but not Registered Online? from the iTax
login page. iTax system will ask you Taxpayer Type. You need to select
respective taxpayer type and provide the details as required. Once you
submit after providing all required details, system will provide you the iPage
for updating details in iTax. Once details are successfully updated you will
get the updated PIN Certificate.
You will also get the email with iTax password. You can then access iTax
using your PIN and the password sent in email.
Q. 2
Why am I asked to change my password and set the security

question and answer when I access iTax system for the first time?
iTax system asks you to change the password so that you can set the
password that you can remember. It is also required to make the access to
your iTax account secure. The security question and answer would be used
to verify your details when you request for resetting of password in case you
forget your password. We recommend that you set the secret question and
answer known only to you. This would prevent other user to get access to
your iTax account.
Q. 3
I have forgotten my password. How do I get the new iTax password?

You need to access the Forgot Password link provided on the login page to
get the new iTax password. iTax system would display the Secret Question
and you need to give the answer to the Secret Question. iTax will check the
validity of the answer and if the answer matches to the Secret Answer set
earlier iTax will send the password to the registered email address.
Alternatively you can contact the iTax Support Centre to get assistance.
Q. 4
My name as displayed by the iPage functionality in iTax system is

incorrect. How can I get the name corrected?
You have to contact iTax Support Centre and submit the required supporting
documents to the support staff for name correction. Support staff would
correct your name and then you can continue with iPage update.
Alternatively you can raise the problem that you are facing using the Report
Problem functionality on iTax. You can upload the scan copy of the required
supporting document so that the Support Staff can resolve the problem. You
will get the email confirmation for the problem resolution after which you
can continue with iPage update.
Q. 5
How do I contact iTax Support Centre?

You can contact iTax Support Centre on their phone numbers 0771628105 or
you may reach them on their email address itaxsupportcentre@kra.go.ke or
you may visit the
Railway Club, Nairobi. You can as well report your
problems by using the Report Problem functionality in iTax and leave your
contact details which will be used by the support staff to contact you back.
Q. 6
I am getting error Invalid Birth Date, Invalid National ID when I

enter my National ID number and Date of Birth in iPage
functionality of iTax system. What should I do?
documents to the support staff for Date of Birth and National ID correction.
Support staff would correct your National ID and DoB and then you can
continue with iPage update.
Q. 7
My tax obligation details displayed by iPage functionality of iTax

system are incorrect. How can I get them corrected?
Q. 8
My citizenship status (Kenyan, Non Kenyan Resident, Non Kenyan

Non Resident) displayed by iPage functionality of iTax system is
incorrect. How can I get it corrected?
Q. 9
I am getting error of mismatch in the obligation dates and business

commencement dates when I submit my iPage after filling all
required dates. What should I do?
documents to the support staff for date correction. Support staff would
correct your all required dates and then you can continue with iPage update.
Q.
10
My Business Type is displayed wrongly in the iPage functionality.

How do I get them corrected?
documents to the support staff for business type correction. Support staff
would correct your business type and then you can continue with iPage
update.
Q.
11
My Accounting Period is displayed wrongly in the iPage

functionality. How do I get them corrected?
documents to the support staff for Accounting Period correction. Support
staff would correct your Accounting Period and then you can continue with
iPage update.
Q.1
2
I am getting an error You have not registered in any of the Income

Tax obligation which is mandatory in the system when I open my
iPage from iTax system. What should I do?
documents to the support staff to get required mandatory obligation.
Support staff would provide the required income tax obligation and then you
Q.
13
I am getting error Citizenship you selected does not match with

our data when I enter my required details to update iPage on iTax
system. What should I do?
documents to the support staff for citizenship correction. Support staff would
correct your citizenship along with your respective ID details and then you
Q.
14
I am getting error Invalid Alien ID when I enter my Alien ID

number in iPage functionality of iTax system. What should I do?
documents to the support staff for Alien ID correction. Support staff would
correct your Alien ID and then you can continue with iPage update.
Q.
15
I am getting error Invalid Passport Number when I enter my
Passport number in iPage functionality of iTax system. What should
I do?
documents to the support staff for Passport Number correction. Support staff
would correct your Passport Number and then you can continue with iPage
update.
Q.
15
I am getting error Invalid Business Registration Number when I

enter my Business Registration Number in iPage functionality of
iTax system. What should I do?
documents to the support staff for Business Registration Number correction.
Support staff would correct your Business Registration Number and then you
Q.
16
I am getting error Please enter valid empoyers PIN when I

submit from iPage functionality of iTax system to update my iPage.
What should I do?
System shows invalid employers PIN because your employer has not
updated the iPage or in case when your employer is not registered in
required PAYE obligation. You need to ask your employer to update the iPage
in this case or need to ask your employer to register in PAYE obligation by
using amendment functionality of iTax system.
Q.
17
I am getting error You cannot register in Income Tax Company as

you have selected Partnership as your business sub type when I
submit from iPage functionality of iTax system to update my iPage.
What should I do?

documents to the support staff for business type and subtype correction.
Support staff would correct your Business Type and Business Subtype and
then you can continue with iPage update.
Q.
18
I am getting error The entered date of birth doesnt match with

National Registry Data when I submit from iPage functionality of
iTax system to update my iPage. What should I do?
documents to the support staff for Date of Birth correction which is attached
to National Registration Bureau Data. Support staff would correct your
respective DoB as required and then you can continue with iPage update.
Q.
19
I am getting error The entered date of birth doesnt match with

Alien Registry Data when I submit from iPage functionality of iTax
system to update my iPage. What should I do?
documents to the support staff for Date of Birth correction which is attached
to Alien Registry Data. Support staff would correct your respective DoB as
required and then you can continue with iPage update.
Q.
20
I am getting error Your PIN is stopped in legacy system when I

open my iPage from iTax system to update my iPage. What should I
do?
documents to the support staff for activating your legacy PIN in iTax system.
Support staff would re-activate your PIN in iTax system if legacy PIN is
activated and then you can continue with iPage update.
Q.
21
I am getting error National ID Number is already registered when

I try to register in iTax system to get the PIN. What should I do?
documents to the support staff for delinking respective National ID from the
taxpayer who is wrongly registered on iTax system. Support staff would free
your respective National Id and then you can continue with New PIN
Registration.
Q.
22
I am getting error Alien ID Number is already registered when I

try to register in iTax system to get the PIN. What should I do?
documents to the support staff for delinking respective Alien ID from the
taxpayer who is wrongly registered on iTax system. Support staff would free
your respective Alien Id and then you can continue with New PIN
Registration.
Q.
23
I am getting error This Passport Number is already registered with

another taxpayer when I try to register in iTax system to get the
PIN. What should I do?
documents to the support staff for delinking respective Passport Number

from the taxpayer who is wrongly registered on iTax system. Support staff
would free your respective Passport Number and then you can continue with
New PIN Registration.
Q.
24
I am getting error Business Registration Number is already

registered when I try to register in iTax system to get the PIN.
What should I do?
documents to the support staff for delinking respective Business Registration
Number from the taxpayer who is wrongly registered on iTax system.
Support staff would free your respective Business Registration Number and
then you can continue with New PIN Registration.
Q.
25
I am getting error Wrong result of the arithmetic operation. when

I try to login to iTax system. What should I do?
You need to enter correct value of arithmetic operation shown in Security
Stamp and try again to login to iTax system.
If you still face the same error after entering correct value in Security Stamp,
you can close your browser window and try again.
can continue with login to iTax system.
Q.
26
I am getting error <PIN> cannot file the <Obligation Name> in iTax

system since <Obligation Name> is not rolled out when I try to file
return for particular obligation. What should I do?
documents to the support staff for registering particular obligation with your
iTax profile. Support staff would register obligation details and then you can
continue with return filing.
can continue with return filing.
Q.
27
I am getting error Payment registration is currently unavailable for

selected Tax Sub Head when I try to make payment. What should I
do?
documents to the support staff for registering particular obligation with your
iTax profile. Support staff would register obligation details and then you can
continue with payment registration.
can continue with payment registration.
Q.
28
Can I make a payment before filing a return?

Yes you can. Payments of taxes and filing returns have been delinked.
However any return that does not have a matching payment will
automatically attract penalty and interests.
Q.
29
How do I make a payment?

You need to first generate e-Slip pertaining Payment Registration Number
(PRN) on their iTax profile using payment registration functionality.
The printed e-Slip will then be taken to the bank together with the mode of
payment (Cash, Cheque or RTGS)
Q.
30
What is a Payment Registration Number (PRN)?

Payment Registration Number or PRN replaces the manual tax payment
stationeries such as P11 and VAT3.
PRN is generated electronically and is bar coded with unique serial number
for every transaction of payment registration.
PRN must be quoted when making payments to allow taxpayer ledger to be
updated.
PRN will expire in 7 days if not reconciled.
Q.
31
How do I generate a PRN?

On the taxpayers profile, go to Payments then Payment Registration.
Fill in the electronic form first by selecting the Tax Head, Tax Sub Head and
Payment Type.
Once all the mandatory fields (marked with *) have been filled submit the
form to generate e-Slip having Payment Registration Number (PRN).
Q.
32
Can I pay taxes through my local bank?

Yes as long as your bank has an agreement with KRA. Currently KRA has
made arrangements with 28 banks. Other banks are still coming in and it is
expected that once iTax is rolled out all banks will be in iTax.
Q.
33
What do I do if I made payments but I cannot see them on my iTax

ledger?
This mainly happens if payments are outside iTax platform i.e. without
generating a PRN from iTax or not quoting the PRN when executing payment.
The taxpayer should provide the payment documents to KRA for back office
for reconciliation.
can view the updated ledger.
Q.
34
How do I make payments for Income Tax Withholding (WHT) in

iTax?
To make a WHT payment, go to Payments then Payment Registration on
taxpayer profile.
Select Income Tax on the Tax Head then select WHT on Tax Sub Head.
You can add withholdee details that you have withheld their payment either
by Excel Upload or by Web Form. Choose the way you are convenient with
and add the transaction details.
Generate a payment slip by selecting mode of payment and bank details.
Q.
35
How do I make payments for Agency revenue in iTax?

To make payment for Agency Revenue, go to Payments then Payment
Registration on taxpayer profile.
Select Agency Revenue on the Tax Head and the agency revenue you want
to pay i.e. land rates, stamp duty, sugar development levy, PCWS on Tax Sub
Head.
Fill the required agency revenue details and generate a payment slip by
selecting mode of payment and bank details.
Q.
36
Why dont I see Agency revenue payments on my ledger?

KRA does not maintain the ledgers they are usually maintained by the
Principal bodies e.g. KEBS, Ministry of Lands, Kenya Sugar board etc.
Q.
37
Can I file all returns on iTax?

Yes you can. First you need to login into the system then go to the returns
tab and select file return and download the return.
You need to fill the return offline before you generate a zipped file that you
will upload by filling required details on web form.
Q.
38
How do I treat Credits from a previous VAT return?

On the VAT return at the Tax Due worksheet, you can be able to put the
figure at from the previous months credit.
Q.
39
If I dont have PINs for my suppliers what should I do?

Invoice without PIN is not valid tax invoice & therefore not allowed for tax
deduction.
Q.
40
How do I treat Credit notes in iTax?

iTax has provided for inclusion of the credit notes in the return. While filling
the returns one needs to input a negative figure but quote the invoice
relating to the credit note.
Q.
41
Can I correct an error once I file a return?

Yes. You can do this by filing an amended return.
Q.
42
I have heard that before one can complete the Excel Return one is
required to enable MACROS on the excel sheet. What is enabling
MACROS and how does one do this?
MACROS are inbuilt formulae in Excel that should be enabled once you
download the return so that you can be able to fill in the details of the
return.
Enabling MACROS is on the read me section of the return and it gives you a
step by step guide depending on the Excel version you have.
Q.
43
My business system produces a lot of data. With the Excel returns I

will be required to fill every cell to input my data. This is
cumbersome and time consuming. What will you do to facilitate and
eliminate this inconvenience?
You can be able to do the returns in Excel and import the information to the
return. You need to save this information in CSV (Comma delimited) for
further information please contact KRA certified Intermediary agents, or call
4999999.
Q.
44
I have a PIN but have not traded. Do I have to file returns?

Yes you need to file a NIL return. All you need to do is go to your iTax profile,
Returns, and select the nil return option and submit.
Q.
45
What do I do if I am trying to upload my return but system tells me I

have to file returns for previous months/ year?
In the case of first time filling you need to connect with KRA for the change
of rollout date.
In the case that you had filled the first return on iTax and failed to file
subsequent returns i.e. for one or three months, you need to file the missing
returns in iTax before you can file the current one.
Q.
46
Can I view a copy of the previous returns that I have filed for
previous tax periods?
Yes. You login to your account, select the returns tab then consult return. You
need to select the type of return and the period.
Q.
47
What do I do if I am trying to upload a return and get Pin A0079****

is invalid but valid in PIN checker?
documents to the support staff for assistance.
You can raise the problem that you are facing using the Report Problem
functionality on iTax. You can upload the scan copy of the required
can do the return filing.
Q.
48
Who should update iPage?

All taxpayers (individuals, companies, parastatals, NGOs, etc.) who have
been migrated from legacy system (ITMS) to iTax should update their
information using the iPage.
Q.
49
Why should I update my iPage?

iTax provides this functionality for capturing additional registration details
which were not previously captured in legacy system.
The information required in iTax includes among others your county,
employer, cell phone contact, unique email address, tax agent, etc.
Q.
50
When should I update my iPage?

Taxpayers are required to update their iPage on first log in to iTax.
Q.
51
Where can I update my iPage?

Go to KRA website www.kra.go.ke. On the website you will see the iTax portal
banner. Click on it to access the iTax portal. When logging for the first time,
the initial requirement will be updating iPage.
Q.
52
How do I update my iPage?

One is required to fill in the mandatory fields especially under basic
information then submit the data so as to update the taxpayers information
with KRA.
Q.
53
What do I do if my PIN is not recognized when I try to update my

iPage?
This happens for new PINs that have not been migrated to iTax from legacy
system. The taxpayer is required to send this PIN to KRA for migration
through email Callcentre@kra.go.ke or call 4999999 or visit the nearest KRA
office.
Q.
Do I need a VAT certificate if I have a PIN certificate?
54
No. PIN certificate is sufficient. It is only needed if taxpayer start dealing in
vatable business is to add VAT obligation on the PIN.
Q.
55
What happens when we try to update iPage and the data is not
consistent with the database?
The taxpayer is required to send this PIN to KRA for data correction through
email Callcentre@kra.go.ke or call 4999999 or visit the nearest KRA office.
Q.
56
I am trying to register but I keep getting error ref. no. 139.....what

do I do?
This happens when there is poor internet connectivity. Sorry keep trying
Q.
57
What do I do if I have Error in date of birth or certificate of

incorporation?
Q.
58
What do I do if Income tax date comes before business

commencement date?
Q.
59
How can I change the current email address from the one I
registered with in iTax?
Change of email address can be initiated by the taxpayer. On the taxpayers
profile under registration, the taxpayer is allowed to amend PIN details.
Once the process is initiated by the taxpayer, a task is created for approval
by a KRA officer.
Q.
60
How can I change my password if I have forgotten my security

question?
The taxpayer is required to send this PIN to KRA for password and security
question reset through email Callcentre@kra.go.ke or call 4999999 or visit
the nearest KRA office
Q.
61
What do I do if my Pin is locked?

All blocked password are reset automatically within 24 hours. Alternatively
the taxpayer is can send this PIN to KRA to be unlocked reset through email
Callcentre@kra.go.ke or call 4999999 or visit the nearest KRA office.
Q.
62
What is iTax?
iTax is an automated, secure, web based system providing a solution for tax
administration as it is fully integrated with taxpayer registration, filling of
returns, status enquiries and tax payment, furthermore it is an enhancement
of the current online system.
the current KRA Online system
Q.
63
How do I access iTax?

To log in to iTax , go to KRA website www.kra.go.ke. On the website. You will
see the iTax portal banner. Click on it to access the iTax portal.
Q.
64
What is iPage?
This is the profile page in iTax that allows for the update of taxpayers
registration details who have been migrated from legacy system (ITMS)
Q.
65
How does iTax work?

iTax allows one to update their tax registration details, file tax returns using
Microsoft Excel or Open Office, register all tax payments and make status
enquiries with real-time monitoring of their ledger/account.
Q.
66
Which are the advantages of iTax?
iTax is accessible at the comfort of the taxpayer, i.e. office or home.

Swift application and processing of tax related services e.g Tax
Compliance Certificates, Refunds, Amendments, waivers, tax
exemptions etc.
Simpler domestic tax return filing the returns are based on the excel
format.
Numerous payment channels - more Banks are being recruited to
make payment of Domestic Taxes more convenient.
Reduced queuing at the banking hall.
Real time update of the taxpayers ledger upon filing of returns and
making payment
Access to the taxpayer ledger; including access by employees on their
PAYE deductions
Reduction of Refunds backlog by allowing taxpayers to utilise
approved refunds to offset other tax liabilities.
Communication via e-mail and SMS notifications upon completion of
Q.
67
transactions
Electronic generation of certificates, i.e. PIN, Withholding Tax
certificates, Exemption Certificates etc.
iTax returns are excel based and therefore is easy to use. Excel also
accommodates several hundred thousand columns and rows of data
and
Inconvenience caused to taxpayers through Request for records by
KRA officers will be greatly reduced.
How do I apply for TCC in iTax?

The taxpayer will apply for TCC through their iTax profile. The application will
be received by a KRA officer and processed electronically. Successful
applicants will receive email with the TCC attached. Unsuccessful applicants
will be notified of the areas of non compliance.
Q.
68
When a new version of Excel is released, my company is usually at

the fore front in adopting new technology? Will the iTax returns
work well with the upgraded Microsoft office?
iTax generated returns will work well with Microsoft office 2007 and 2010.
Taxpayers will find difficulties working with the newly released versions
Q.
69
When a new version of Excel is released, my company is usually at

the fore front in adopting new technology? Will the iTax returns
work well with the upgraded Microsoft office?
iTax generated returns will work well with Microsoft office 2007 and 2010.
Taxpayers will find difficulties working with the newly released versions
Q.
70
What do I do after registering and can see only two icons (change
password and logout)?
Normally a taxpayers profile will be fully populated will all icons within 24
hours upon registration. However a taxpayer intending to transact
immediately can send this PIN to KRA through email Callcentre@kra.go.ke or
call 4999999 or visit the nearest KRA office
Q.
71
The system prompts you to at least have one of the tax obligations.
Why?
This happens especially in the case of an individual registration. Just send
this PIN to KRA through email Callcentre@kra.go.ke or call 4999999 or visit
the nearest KRA office and request for the obligation.
Q.
Does KRA offer training on iTax?
72
Yes. Training is done free of charge every Thursday at 5th floor Times
Tower. You can also visit our nearest KRA office.
User guides are also available at KRA offices and website to provide
step by step instructions on how to navigate through the iTax system.
KRA intends to partner with appointed, licensed and trained
Intermediary Agents who will assist taxpayers in Registration and
filing of tax returns.
KRA registered Tax Agents (Including ICPAK/ LSK members) will be
enabled to transact on iTax on behalf of taxpayers using their own log
in credentials.
Q.
73
How secure is my information on iTax? Does KRA intend to secure

taxpayers information by ensuring that no other party has access to
the files once the data is uploaded on to KRA website? Who will be
able to access the system and who will not?
Some of the security features integrated into iTax are:
During the update of registration details, the taxpayer is required to
provide an email address that is unique for every PIN registered. The
security features for the creation of a password have been
strengthened and the taxpayer is at liberty to determine the strength
of his/her password. In addition the security question authenticates
the rightful user on issuance of a new password.
The security stamp provided upon log in is to prevent phishing
programs that attempt to hack into the taxpayers iTax account.
There is an on-going Government initiative under the National Public
Key Infrastructure (PKI) Project in which KRA is a pilotee. This security
feature will enable taxpayers to securely transact on iTax and verify
their identity via digital signature.
Q.
74
Where can I get support in case I have any issue with iTax?
Through email Callcentre@kra.go.ke or call 4999999 or visit the nearest KRA
office
Q.
75
Can I apply for refunds in iTax?

This has not been rolled out yet so refunds will still be processed the usual
way.

Itax FAQS

Enviado por

Dados do documento

Título original

Direitos autorais

Formatos disponíveis

Compartilhar este documento

Compartilhar ou incorporar documento

Opções de compartilhamento

Você considera este documento útil?

Este conteúdo é inapropriado?

Direitos autorais:

Formatos disponíveis

Itax FAQS

Enviado por

Direitos autorais:

Formatos disponíveis

iTax FAQS

How can I register in iTax if I already have a PIN?

Why am I asked to change my password and set the security

I have forgotten my password. How do I get the new iTax password?

My name as displayed by the iPage functionality in iTax system is

How do I contact iTax Support Centre?

I am getting error Invalid Birth Date, Invalid National ID when I

My tax obligation details displayed by iPage functionality of iTax

My citizenship status (Kenyan, Non Kenyan Resident, Non Kenyan

I am getting error of mismatch in the obligation dates and business

My Business Type is displayed wrongly in the iPage functionality.

My Accounting Period is displayed wrongly in the iPage

I am getting an error You have not registered in any of the Income

I am getting error Citizenship you selected does not match with

I am getting error Invalid Alien ID when I enter my Alien ID

I am getting error Invalid Business Registration Number when I

I am getting error Please enter valid empoyers PIN when I

I am getting error You cannot register in Income Tax Company as

What should I do?

I am getting error The entered date of birth doesnt match with

I am getting error The entered date of birth doesnt match with

I am getting error Your PIN is stopped in legacy system when I

I am getting error National ID Number is already registered when

I am getting error Alien ID Number is already registered when I

I am getting error This Passport Number is already registered with

documents to the support staff for delinking respective Passport Number

I am getting error Business Registration Number is already

I am getting error Wrong result of the arithmetic operation. when

I am getting error <PIN> cannot file the <Obligation Name> in iTax

I am getting error Payment registration is currently unavailable for

Can I make a payment before filing a return?

How do I make a payment?

What is a Payment Registration Number (PRN)?

How do I generate a PRN?

Can I pay taxes through my local bank?

What do I do if I made payments but I cannot see them on my iTax

How do I make payments for Income Tax Withholding (WHT) in

How do I make payments for Agency revenue in iTax?

Why dont I see Agency revenue payments on my ledger?

Can I file all returns on iTax?

How do I treat Credits from a previous VAT return?

If I dont have PINs for my suppliers what should I do?

How do I treat Credit notes in iTax?

Can I correct an error once I file a return?

My business system produces a lot of data. With the Excel returns I

I have a PIN but have not traded. Do I have to file returns?

What do I do if I am trying to upload my return but system tells me I

What do I do if I am trying to upload a return and get Pin A0079****

Who should update iPage?

Why should I update my iPage?

When should I update my iPage?

Where can I update my iPage?

How do I update my iPage?

What do I do if my PIN is not recognized when I try to update my

Do I need a VAT certificate if I have a PIN certificate?

I am trying to register but I keep getting error ref. no. 139.....what

What do I do if I have Error in date of birth or certificate of

What do I do if Income tax date comes before business

How can I change my password if I have forgotten my security

What do I do if my Pin is locked?

How do I access iTax?

How does iTax work?

Which are the advantages of iTax?