How to access th E- citizen portal, create an E- Citizen account, apply for Police Clearance Certificate/ Certificate of Good Conduct/ Requirements for application for Police certificate of good conduct from the Director of Criminal Investigations, printing out the C24 form, the receipt and download the certificate from applicant’s e-citizen account.

Client User Manual for Clearance Certificate on e-Citizen

This manual will describe in detail how to access the E-Citizen portal, create an account, applying for Police Clearance Certificate, printing out the C24 form, the receipt and finally download the certificate from applicants e-citizen account.


1 Introduction

E-Citizen is a web-based Management Information System (MIS) software application that automates service application, payments and application review procedures for processing permits. It enables applicants to monitor the status of their applications and provides improved management information for agencies to improve service delivery.

In this tutorial, we will be giving clients (citizens ) a walkthrough of how to access the eCitizen Web portal, create an account, access their account and apply for a Police Clearance Certificate, pay and download/ print out the receipt and Form c24 and finally at a later download the approved POLICE CLEARANCE CERTIFICATE online.

1.1. Registering on E citizen


  1. You must be Kenyan Citizen and holder of an ID card to register on e-citizen platform.
  2. Children under the age of 18 can apply on the parents/guardians account


– TWO (2) copies of the invoice (of KES. 1050) and One (1) copy of the C24 printed on both sides of an A4 paper. – The applicant in person.

– Original ID card and its photocopy for adults or birth certificate and its photocopy for children under 18 years accompanied by ID copy of the parent/ guardian.

– Must allow his/her fingerprints and palm prints to be recorded on a prescribed fingerprint form C24. 3

1.1.1 Open your browser e.g. Mozilla Firefox or Google chrome and key in

1.1.2 Follow the registration process to register.

Fig 1.1


1.1.3 Choose Account category you want to create (for this manual, we have chosen a Kenyan citizen account highlighted below in red)

Fig 1.2 4

1.1.4 Enter ID Number and first name as it appears on your ID. See example below

Fig 1.3 5

1.1.5 Enter your email address and password and confirm your password

Remember to read the terms and conditions and check the box ‘I agree to the terms and condition’

Fig 1.4 6

1.1.6 A confirmation link will be sent to your email address.

Fig 1.5

1.1.7 Login to the email account you specified. Once you receive the confirmation email, click on activate your eCitizen account link. See below Fig. 1.6

Note: Please use a valid email address as all notifications and applications status will be sent to the specified address 7

Fig. 1.7

1.1.8 Enter your phone number and click on “send verification code” as shown below

Fig. 1.8 a varication code will be sent to your mobile phone and on the next page (below) key in the code sent to your phone and click verify Button. See below 8

Fig. 1.9 verify mobile number 9

Upload your photo to complete the registration process. Fig. 2.0 upload picture

You can choose to skip the upload process if you don’t have a ready photo to upload and do it at a later time or when you next login to your e-citizen account.

Please ensure that your photo does not exceed the specified size of 500 x 500 px and that it is a recent photo of yourself. Immediately you upload your photo, you will be directed to the dashboard where you can view currently available services under different MDAs. 10


1.1.9 Log into your newly created Account and Click on “Get service now” under DIRECTORATE OF CRIMINAL INVISTIGATIONS menu as shown below.

Fig. 2.1 dashboard 11

1.1.10 The following screen appears displaying your Dashboard. Click on make application button as shown below.

Fig. 2.2 make application

1.1.11 On the next screen, choose which application type you want to make e.g. adult or child application

Fig. 2.3 choose application type 12

1.1.12 Read carefully and understand the application instructions before clicking the apply button below the page.

Fig. 2.4 read application instructions

NOTE: It is important to always read and understand the application information you wish to submit. 13

1.1.13 Fill out the details you are being request on the application form and their after click on the CONTINUE button below the form.

Fig: 2.5 fill form

1.1.14 On the next screen displayed, you will be able to view your application details before submission. Click on SUBMIT.

Fig. 2.6 application review

In case you an error or omission on your application at this point and you wish to make corrections, click on Back button otherwise, click on submit to continue 14

1.1.15 Upon clicking submit, the screen will now display the various available payments methods. Select a payment method of your choice

Fig. 2.7 choose payment option from the above, let’s take M-PESA as our chosen payment checkout.

1.1.16 Once you have made your payment and received confirmation SMS from MPESA of the same on your mobile phone, you can now click on ‘Complete’ as shown in the following screen shot.

Fig: 2.8 make payment 15

1.1.17 Once your payment has been confirmed by e-Citizen you will now be able to download the C24 form (finger printing form) and the Receipt saying PAID. You will present the documents for processing at the center you specified to be finger printed.

Fig: 2.9 download c24 form and invoice 16

Fig. 3.0 C24 form

Note: the above One (1) copy of the C24 should be printed on both sides of an A4 paper. 17

Fig. 3.1 Invoice paid 18

Once the applicant is finger printed and the application has undergone the verification and checked for any criminal record on the DCI database, the application is approved and a POLICE CLEARANCE CERTIFICATE is generated online. The applicant will then get an SMS notification to login to his/her e-citizen account and download the E-police clearance certificate and print it on A4 paper back to back.

The e-police clearance certificate can be verified by sending the word DCI to 21546. Then after successful registration, dial *512# and follow the prompts.


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