Help
About an existing case? Open it from My Cases and use Messages: that's the quickest way to reach the team working on it.
- All questionsAnswers about applying, fees and your data.
- How it worksThe steps from sign-up to the official portal.
- Refund policyWhen you get your money back, and how.
- Official resourcesThe government portal and immigration sites.
- Contact usWrite to our team. We reply by email.
Application assistance
Already started a case? Here's how to get help with it.
- Stuck on a question
- Each question explains what it needs. If you're still unsure, message us from your case and we'll explain.
- A document won't upload
- Check it's a PDF, JPG or PNG under 5 MB. A clear phone photo of the page works.
- We asked for a change
- Your case shows exactly what to fix. Make the change and resubmit; we'll check it again.
- Ready to submit
- Your case gives you step-by-step help for the official portal. Tell us once you've submitted.
Popular questions
Do you submit the application for me?
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.
What if my application is rejected?
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.
How long does it take?
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.
Can I get a refund?
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.
Is my passport data safe?
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.