If a Kenya eTA photo or passport upload fails, identify whether the problem is the file, the information in it or a request on an existing application. Do not pay for another application simply because an upload failed or a document needs replacing.
Kenya's official document list includes a selfie or passport-type photo. Follow the current uploader's file instructions; this article does not prescribe a universal file size or pixel limit for every submission channel.
First identify where the upload stopped
| What you see | What to check | Practical next step |
|---|---|---|
| File cannot be selected | The format accepted by that uploader and whether the file is stored locally | Export a supported copy and reopen it before retrying |
| Upload stays unfinished | Connection, session and whether a confirmation appeared | Save the reference or draft; confirm whether the upload completed before repeating it |
| Passport page looks blurred | Glare, motion, compression and missing edges | Capture a clearer image from the original document |
| Face or passport text is cropped | The preview after upload | Replace it with a version that retains the required area |
| Authority asks for another document | The wording and reference on that request | Respond through the channel stated on the existing application |
These are troubleshooting checks, not a promise that a particular file will be accepted.
Prepare a readable passport image
Use the passport you will actually travel with. Place it on a flat surface with even lighting and avoid a reflection over the photograph or passport number. Check the saved file at a readable zoom level before uploading it.
Compare the number, names and dates in the form with the document. A sharp scan cannot fix information typed incorrectly into the application. If an automatic read inserted a character incorrectly, review the editable fields before final confirmation.
Avoid screenshots containing browser controls, another person's document or an unrelated page. Keep all required passport-page details visible. Do not alter the underlying identity information to make it match a booking.
Check the photo preview, not just the original
A file can look clear in your photo library and still be cropped incorrectly in the upload preview. Use a recent image in which your face is clearly visible, and follow the live form's capture instructions. Avoid filters or edits that change your appearance.
Keep the original file so that you can make a fresh export if needed. Repeatedly saving a compressed messaging-app image can make a poor original harder to read. Upload only through the selected application channel rather than posting identity documents in a public forum.
Wrong name or passport number in the form?
Before submission, compare the typed name, number, nationality and dates with the passport, not just the uploaded image. Kenya's official FAQ asks applicants to check the data before submitting and separates receipt, payment and decision emails.
After submission, keep the reference and ask the official support channel which remedy applies to that record. Explain the field, the correct value and whether an approval has been issued. Do not assume uploading a new scan changes the typed details or an issued authorization. The published FAQ does not establish a universal self-service amendment or automatic replacement rule for every error; confirm the route before another payment.
Already submitted? Keep the same reference
For an application made through this website, use your applications to check the requested files or contact our team with your existing reference. For a direct government application, use the official portal's status and support tools.
An uploaded image, a payment receipt and an approval are different things. Follow an authority request as written. Do not assume that replacing a file on a private account automatically changes a government record already submitted.
Priority assistance after the files are ready
If you need a new assisted application, Urgent handling within 5 business hours adds US$69.99 per traveler to the normal charges. Our team prioritizes its preparation and submission work; authority checks and approval timing remain outside our control. Incomplete or unreadable documents still need to be resolved.
For an existing order, ask about that application first. For a new order, review the complete fees and choose Urgent handling if appropriate. See the processing FAQ for timelines and travel close to departure.
Sources and review
Checked 4 November 2026. Capture and troubleshooting suggestions are editorial preparation advice; the current form and any authority notice control the documents requested.
For the full application checklist rather than a file problem, read Kenya eTA requirements. For tour confirmations, see safari accommodation and itinerary evidence.
