E-Citizen
Pay E-Citizen invoices for more than 5,000 government services through DTB. Use USSD *382#, the DTB m24/7 app or visit a DTB branch to pay using your E-Citizen invoice/reference number, then return to the E-Citizen portal to complete the government-service application.
Overview
DTB E-Citizen payment service gives individuals, entrepreneurs and businesses a convenient way to pay invoices generated on Kenya's E-Citizen platform without relying on a single payment channel.
The service can be used when an E-Citizen government application generates an invoice or payment reference - including business-related applications available through government portals such as the Business Registration Service, as well as other eligible government services listed on E-Citizen.
If you are a DTB customer, you can pay directly from your bank account through USSD *382# or the DTB m24/7 app. If you prefer in-person support, visit a DTB branch with the E-Citizen bill reference and make the payment through the teller; the current branch process also allows cash payment where applicable.
After DTB processes the payment, return to the relevant E-Citizen application and click or select Complete so the government-service process can continue. Always use the invoice/reference generated by E-Citizen and verify the payment details before authorising the transaction.
What You Need to Open an Account
What You Need to Make an E-Citizen Payment
A valid E-Citizen invoice / bill reference number generated for the government service
How to Pay
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1. USSD - *382#
Dial *382#.
Select Pay Bill.
Select E-Citizen.
Enter the E-Citizen invoice number.
Enter the amount shown on the invoice.
Confirm the payment details.
Enter your PIN to authorise the payment.
Return to the E-Citizen portal and select Complete to continue the application.
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2. DTB M24/7 App
Log in to the DTB m24/7 app.
Select Pay Bill.
Select E-Citizen.
Enter the invoice/reference number.
Enter the amount shown on the E-Citizen invoice.
Confirm the payment details.
Enter your PIN or use the available app authentication method to authorise the payment.
Return to the E-Citizen portal and select Complete to continue the application.
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3. DTB Branch
Visit any DTB branch and request an E-Citizen payment.
Provide the E-Citizen bill reference / invoice number.
Provide your DTB account number if paying from an account; if not applicable, proceed with the teller's cash-payment process.
Present the payment amount.
The teller will process the transaction and issue a receipt.
Return to the E-Citizen portal and select Complete to continue the application.
Benefits
Discover the advantages of banking with E-Citizen
Multiple ways to pay - choose USSD *382#, the DTB m24/7 app or a DTB branch.
Pay directly from an eligible DTB bank account through mobile banking rather than first moving money to a separate wallet.
Branch payment option for customers who need in-person support or want to make an applicable cash payment.
Use one DTB payment route for E-Citizen invoices generated across thousands of eligible government services.
Useful for business owners and professionals paying government-service invoices such as eligible business-registration or other official application fees generated on E-Citizen.
Clear transaction confirmation through the selected DTB payment channel, with a teller receipt for branch transactions.
Charges & Fees
Payments through DTB mobile banking / USSD: KES 30, excluding applicable excise duty.
Payments at DTB branches: KES 50, excluding applicable excise duty.
All charges are subject to applicable taxes and the latest DTB tariff.
The E-Citizen government service itself may have a separate service/application fee shown on the invoice; the DTB payment charge is separate from that government fee.
FAQs
Use one of three DTB channels: dial *382# and select Pay Bill > E-Citizen, use Pay Bill > E-Citizen in the DTB m24/7 app, or visit a DTB branch. You will need the invoice/reference generated by E-Citizen and the amount shown on that invoice. After payment, return to E-Citizen and complete the application.
Yes. Eligible DTB customers can pay E-Citizen directly from their bank account using USSD *382# or the DTB m24/7 app. This can be useful if your money is already in your bank account and you do not want to transfer it to a mobile-money wallet first.
Yes. DTB provides bank-based payment options through USSD *382#, the DTB m24/7 app and DTB branches. At a branch, the current process also allows an applicable cash payment through the teller.
Yes. Dial *382#, select Pay Bill, choose E-Citizen, enter the invoice number and amount, confirm the details and enter your PIN. You must be registered for the relevant DTB mobile-banking service to transact through USSD.
It is the payment reference generated by E-Citizen for the specific government service or application you are paying for. Use the reference exactly as shown on the E-Citizen invoice so the payment can be matched to the correct application.
You need the E-Citizen invoice or bill reference number and the payment amount. If paying at a branch, bring any identification or account details requested by the teller and keep the receipt after payment.
Where the Business Registration Service or another E-Citizen government service generates an invoice, you can use the invoice/reference to make a supported E-Citizen payment through DTB. The Business Registration Service confirms that its online applications can be paid through local-bank online banking among its payment methods.
DTB states that its E-Citizen payment service covers more than 5,000 government services. If the relevant government application is available on E-Citizen and generates a supported invoice/reference, use that invoice to make the payment. Service availability can change, so check the E-Citizen portal for the specific licence, permit or application.
DTB currently publishes KES 30 excluding excise duty for E-Citizen payments through mobile banking and KES 50 excluding excise duty for payments made at a DTB branch. The government-service fee shown on your E-Citizen invoice is separate from the DTB transaction charge.
No. The E-Citizen invoice shows the government service/application amount. DTB applies a separate payment-channel charge for processing the transaction. Review both the invoice amount and the applicable DTB transaction charge before paying.
Yes. The current DTB branch instructions allow a customer to provide the bill reference and present cash where an account payment is not being used. The teller processes the E-Citizen payment and issues a receipt.
The current DTB branch instructions state that you provide an account number if applicable and, if not, proceed to the cash-payment step. This indicates a branch cash-payment route is available. Confirm any current identification or cash-handling requirements with the branch before visiting for a high-value payment.
After the payment is processed, return to the E-Citizen portal or government-service application and select Complete as instructed by DTB. Keep the bank transaction confirmation or branch receipt in case you need to trace the payment.
First confirm that you entered the correct E-Citizen invoice/reference and amount and check whether the transaction was successfully debited or a branch receipt was issued. Return to the E-Citizen application and try the Complete step. If the portal still does not update, keep the DTB transaction reference/receipt and contact DTB and the relevant E-Citizen/government-service support channel for payment tracing rather than paying the same invoice again immediately.
The payment must use the invoice/reference generated for the relevant E-Citizen application. Whether another person can make the payment from their account or in cash depends on the service and channel rules. Ensure the reference and amount are correct so the funds are allocated to the intended application.
Use the amount shown on the E-Citizen invoice unless the government service specifically allows a different amount. Entering an incorrect amount can prevent the payment from matching the application correctly. If the invoice appears wrong, resolve it on E-Citizen before paying.
No. Use the invoice/reference generated for the specific current application. Reusing an old reference can cause the payment to be allocated incorrectly or fail to complete the new application.
DTB's mobile banking uses authentication including PIN and, on supported app functions, biometric authentication. Always confirm the invoice/reference and amount before authorising the payment and never share your banking PIN or one-time authentication details.
Use the m24/7 app if you prefer a smartphone interface, USSD *382# if you want a mobile option without relying on the app, or a DTB branch if you prefer in-person support or need the applicable cash-payment route. Mobile payments currently have a lower published DTB fee than branch payments.
Confirm that the invoice belongs to the correct company/application, check the legal entity or applicant details, verify the invoice/reference and amount, ensure the payment is authorised internally, and retain the DTB confirmation or receipt. For company registrations, licences or regulated applications, also retain the final E-Citizen output or government receipt for your business records.
