How to link your old TIMS account to eCitizen (NTSA)

NTSA services moved from the old TIMS portal to eCitizen. Most records moved automatically, but some vehicle owners and drivers find their vehicles or licences missing when they sign in. The fix is usually linking: connecting your old TIMS records to your eCitizen account. This guide covers the linking process and the most common access problems.

Signs you need to link your records

• Your vehicle does not appear in the NTSA section of your eCitizen account
• Your driving licence is missing or shows wrong details
• You had a TIMS account but never used eCitizen for NTSA services
• A transfer or renewal fails because the record sits elsewhere

Steps to link your records

1. 1Sign in to your own eCitizen account — the one registered with your National ID.
2. 2Open National Transport and Safety Authority (NTSA).
3. 3Look for the option to link or migrate records from the old portal, where offered.
4. 4Enter the details asked — usually your ID number and the phone or email used on the old TIMS account.
5. 5Complete any verification sent to your phone or email yourself.
6. 6Check that your vehicles and licences now appear. If they do not, note the exact error for follow-up.

Password and access problems

• Forgot your eCitizen password: use the official reset option on the eCitizen sign-in page — the reset link goes to your own email or phone
• No access to the old phone number: update your contact details through eCitizen support or at a Huduma Centre with your ID
• Account locked after many attempts: wait and use the official reset, or visit a Huduma Centre for help

When linking fails

Some records need manual correction — for example where the ID number on the vehicle record differs from your current ID, or the vehicle was registered under a company. Visit an NTSA office with your ID, logbook and any supporting documents. Carry copies of everything and note the name of the officer who handles your case.

Why records went missing in the move

The migration matched records by identity details, and that is where mismatches crept in. A vehicle registered under an old ID number format, a licence captured with a misspelt name, a TIMS account tied to a phone number you no longer use — any of these can leave your records unlinked. Understanding this helps: the record almost always still exists, it is just waiting to be matched to you properly.

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Fixing the eCitizen account itself

Before blaming the migration, check your account basics. Is the account registered with your current National ID number? Are the names exactly as on the ID? Is the phone number one you still hold? Correct these through the account settings or at a Huduma Centre with your ID. Many ‘missing vehicle’ cases resolve the moment the account’s identity details match the ID on the vehicle record.

Keeping your records clean going forward

• Use one eCitizen account and keep its phone and email current
• After any NTSA transaction, confirm the record updated in the portal
• When you sell a vehicle, complete the transfer in the system the same day
• Keep receipts and confirmations — they are your proof if a record is ever disputed

Clean records compound: every future renewal, transfer or inspection is faster when the history behind them is tidy.

What to carry when you visit NTSA in person

Some linking problems end at an NTSA office, and the visit goes better when you arrive prepared. Carry your original National ID, the logbook of the vehicle in question, your driving licence if the issue concerns it, and copies of any old TIMS correspondence or receipts you still have. Write down your eCitizen account email and phone number. Ask the officer to note the correction reference, and keep it — if the record is not fixed in the time you are told, that reference turns a fresh explanation into a quick follow-up.

Protecting your account after linking

Once your vehicles and licences sit in one eCitizen account, that account becomes valuable — it is effectively the key to your vehicles. Use a strong password you do not reuse elsewhere, keep the registered phone number active, and never share one-time codes with anyone, including anyone claiming to be from NTSA or eCitizen support. Genuine support never asks for your codes. If you suspect someone has accessed your account, change the password immediately and check the portal for transactions you did not initiate.

Tip: Use one eCitizen account for everything government. Multiple accounts with different emails are the root of most ‘missing record’ problems.

Keep your passwords, reset links and one-time codes private. Cyber Kenya can guide you and prepare details, but you complete sign-in and verification yourself. Any official government charge is separate from Cyber Kenya’s assistance fee.