Frequently Asked Questions

No. Our service works with your *existing* application. Just provide the Application Reference Number from your confirmation email. No re-submission or extra documents are needed from your side.

We only need your eTA Application Reference Number (found in the confirmation email from the government after you applied and paid) and your contact email. We never ask for sensitive documents like passport scans or photos for our advocacy service.

Once you submit your request via our Get Started form (which is free), our team uses its channels to diagnose the *real* status of your application. We will email you a report explaining the issue (e.g., simple delay, error needing correction, system glitch) and provide a payment link if you wish to proceed with our solution. Learn more about our process here.

Yes, if your application is still 'Pending'. When our officers identify an error during the diagnosis (Step 2), they can trigger an official 'correction link' to be sent to your email after you pay for our service. This link allows you to fix the mistake yourself directly with the government system for immediate reprocessing. If your application was already *Approved* with a system error (not your fault), contact us, and we will investigate if it's correctable on a case-by-case basis.

Don’t worry. Before we request payment, our first step is always to verify if the reference number corresponds to an active, pending application in the system. If it doesn’t match or is already processed/rejected, we will inform you immediately via email, and there is no charge.

This makes things trickier, but potentially solvable. If you lost the Application Reference Number but still have the *payment* confirmation (which has an Invoice Number), provide that Invoice Number instead when you Get Started. We *might* be able to locate your application using that and your passport number, but this requires extra steps and incurs an additional $10 service fee (only payable if we successfully locate and can process the application). If we cannot find proof of payment or the application, we will let you know.

Yes, absolutely. As long as your eTA application status on the official website is still 'Pending' and has not been officially rejected, we can advocate for it, regardless of how long it has been delayed.

No. Once an application receives an official rejection email from donot_reply@ecitizen.go.ke, it is permanently closed in the system. We cannot reopen or reverse a final government rejection. You would need to submit a completely new application on the official website.

No. eTA Rush is an *advocacy* service for applications already submitted. All initial Kenya eTA applications must be made through the official government website: www.etakenya.go.ke.

Yes! We work with travel agents frequently. Simply submit the client's Application Reference Number through our Get Started form. We handle the process discreetly and provide updates to the email address you provide during submission.

Yes. If you applied for a group and received a single confirmation email with one primary Application Reference Number covering multiple people, provide that main reference number. We can usually advocate for the entire group or specific individuals within it who are delayed. Please provide details in follow-up communication if only certain members are stuck.

Once you pay our service fee (after our initial diagnosis), we guarantee action within 24 hours. Most cases (simple delays or correction links) are resolved much faster, often within **10 working hours** (Mon-Sun, 8 AM - 5 PM EAT). Retrieving missing PDFs might occasionally take closer to the 24-hour mark depending on officer availability.

For standard delays or corrections: After our advocacy, the official government system (donot_reply@ecitizen.go.ke) will email the approved eTA PDF directly to you.
For 'Approved but not received' glitches: The government system cannot resend the email. In this case, our officer contact retrieves the PDF, sends it to us, and we then forward it to you from our official support@etarush.com email. In both scenarios, you can verify the eTA's authenticity using the official government website. Learn how to verify here.

This is extremely rare given our process. If you paid for our service and haven't received either the official government approval email or the PDF forwarded by us (in glitch cases) within 15 hours of payment confirmation (during working hours), please contact us immediately. We will investigate. If we fail to deliver the solution within the guaranteed 24-hour timeframe, you are eligible for a full refund of our service fee.

No, you can submit your request on our website 24/7. However, our diagnosis and advocacy actions involving immigration officers occur during their working hours (8 AM - 5 PM EAT, 7 days a week). Requests submitted outside these hours are queued and processed first thing the next working period.

We guarantee *processing* and *resolution* within 24 hours after payment. We can ensure a delayed application is reviewed and approved if there are no underlying issues, or ensure a correction link is issued if an error exists. We cannot override a legitimate government decision if there is a valid reason for denial (e.g., security flags, incorrect information you cannot correct). However, our process ensures you only pay *after* we diagnose the issue and confirm a positive resolution is possible.

Yes. Although highly unlikely due to our pre-payment diagnosis, if the Kenyan government issues an official rejection *after* you have paid for our advocacy service (and the rejection wasn't due to information you failed to correct via a provided link), we will provide a 100% refund of our service fee. We verify all rejections before processing refunds. See our full Refund Policy.

Yes. We are a registered advocacy service. The final eTA approval always comes either directly from the official government email (donot_reply@ecitizen.go.ke) or contains an official reference number verifiable on the government website (www.etakenya.go.ke). We provide a transparent service focused on solving specific eTA problems. Learn how to verify your eTA here.

No. eTA Rush is an independent, third-party service. We are not part of, nor endorsed by, the Kenyan government or its immigration agency. We act as advocates using established channels to expedite applications processed through the official system.

The official website sometimes offers a paid "Fast Track" option during application, but reports indicate it often still takes 48-72 hours or longer. Our service is specifically for *already submitted* applications facing delays or issues. We provide guaranteed action within 10-24 hours through direct advocacy for a lower fee, and you only pay after we diagnose the problem.