Frequently asked questions

No. eTAhelp is a private service that helps you prepare a correct application. You always submit on the official Kenya eTA portal, where the Government of Kenya makes the decision.

No. You can apply directly on the official portal. We're for travelers who want a guided checklist, a check of their answers and documents, and help if something needs fixing.

No. We prepare it with you, then give you step-by-step help to submit it yourself on the official portal. That way the application, and the government fee, stay in your name.

We can't guarantee approval: the Government of Kenya decides every application. But our checks and review reduce the risk of a rejection for procedural reasons, such as a missing document or details that don't match your passport.

Most visitors do, and each traveler, including children, needs their own. Some nationalities are exempt. Rules change, so check the official portal for your passport before you travel.

A clear scan of your passport photo page, a recent passport-style photo and your return or onward travel booking. Depending on your trip we may also ask for a hotel booking, an invitation letter or your host's ID.

At least 6 months after the date you arrive in Kenya, with at least one blank page.

Preparing usually takes 15–30 minutes if you have your documents to hand, and you can stop and continue any time. The Government's processing time is separate; check the official portal for current guidance.

Yes. Every section is saved as you go. Open your case from My Cases to pick up where you left off.

Yes, any time before you pay, and again if our team asks you to correct something. After that, message us from your case.

As early as you can once your travel dates are fixed. Processing times are set by the Government; check the official portal for current guidance.

Our help preparing and checking your application. The government eTA fee is separate and paid by card on the official portal.

Through Paystack's secure checkout, by card or mobile money. We never see your card or mobile-money details.

Yes, in full, if you cancel before we begin reviewing your case, or if we can't deliver the service. See the Refund policy for every case.

We spot duplicate payments and refund the extra charge. You'll get an email when it's done. Your bank or mobile-money provider may take up to 10 business days to show it.

Your documents are stored privately and encrypted, both in transit and at rest. Only our reviewers can open them, after a two-step sign-in, through links that expire within minutes. They're deleted 30 days after your case closes.

Your answers and documents are deleted 30 days after your case is completed or cancelled, or 90 days after your last activity if you never pay. Payment records are kept, without your name or email, because tax law requires it.

Yes. Once signed in, go to Settings to download a copy of everything we hold or to delete your account.