Troubleshooting

Common problems with the ePortal and how to resolve them. If your problem isn't here, try the FAQ or contact us through the contact channel.

I can't sign in

Loop: redirected back to the login screen repeatedly

Almost always a cookie or third-party-cookie problem. The sign-in flow involves K-Connect setting a session, then the ePortal reading it; if cookies are blocked anywhere along the way, the loop happens.

Try:

1. A different browser, or a private/incognito window with cookies allowed
2. Clearing cookies for eportal.kaharagia.org and connect.kaharagia.org
3. Disabling cookie-blocking extensions
4. On Safari, ensuring "Prevent cross-site tracking" allows the State's domains

"Invalid credentials"

Your email or password is wrong. K-Connect doesn't say which is wrong (deliberately, for security).

Try:

1. Confirm you're using the email you registered with (typos in the address are common)
2. If you're sure of the email, reset your password

"Account locked"

Repeated failed sign-ins trigger a temporary lockout. Wait a few minutes and try again. If the lock persists or you didn't trigger it (someone else may be trying your account), reset your password and contact us.

Second-factor prompt won't accept my code

For TOTP authenticator-app codes:

• Codes are time-based; ensure your device's clock is accurate (auto-sync)
• The code is valid for 30 seconds; if it expires while you type, wait for the next one
• Make sure you're entering the code for K-Connect specifically, not a code from another service

For WebAuthn/passkeys:

• The browser may not be presenting the correct authenticator; try the alternative second factor and remove/re-add the WebAuthn credential

For email one-time codes:

• Check your spam folder
• Wait, email is usually fast but not instant
• Request a fresh code if the first didn't arrive

I lost my second factor

See the recovery flow in Reset your K-Connect password.

A page isn't loading

Blank page or spinner forever

1. Refresh (Ctrl/Cmd + R or F5)
2. Hard refresh (Ctrl/Cmd + Shift + R) to bypass cached JavaScript
3. Try a different browser
4. Check the system status page, there may be a known incident

If it persists across browsers and devices, contact us through the contact channel (you can use the channel from a logged-out session if needed).

"404 Page not found"

The URL is wrong, the page has been moved, or you don't have access. Try:

1. Returning to the dashboard and navigating from there
2. Using the services directory to find what you wanted

"403 Forbidden" or "Not authorised"

You're trying to reach something your account doesn't have access to. Most ePortal features require verified identity; some require a particular status.

A form won't submit

"Required field missing"

The form will highlight the missing field. Check that:

• All required fields (marked with * or "required") are filled
• File uploads have completed before clicking submit (look for "uploading..." indicators)
• You've ticked any required acknowledgement checkboxes

Upload fails

• File too large, most uploads have a limit; the form will tell you
• File format not accepted, check the accepted formats listed near the upload control
• Network interruption, try again on a stable connection

Form loses what I entered when I navigate away

For forms with multi-step flows (like the nationality petition), partial state is saved between steps. For single-step forms, navigating away may lose what you entered if you didn't submit.

If a long form crashes or you lose progress repeatedly, report it through the contact channel with as much detail as possible (which form, which step, what happened).

My request is stuck

"Under review" for a long time

Review queues vary in length. The State doesn't commit to a turnaround time. Some matters genuinely take weeks or months.

If you genuinely think a request has been overlooked, send a polite enquiry through the inbox referring to the request reference. Don't flood the channel with repeats.

"Awaiting your input"

The State has asked you for additional information. Open the inbox, there's a message describing what's needed. Respond promptly; failure to respond within a reasonable time may result in the request being closed.

"Declined"

The decision has been made and is not normally subject to ordinary appeal. Some matters have specific appeal procedures, which would be described in the decision message. You may submit again later if circumstances change.

My document doesn't verify

"Invalid" or "tampered" on the Verification service

Most often this is because:

1. The recipient is using a screenshot, photo, or scan rather than the original PDF
2. The PDF has been edited (some PDF editors silently re-save with modifications)
3. The recipient is using an old version; download a fresh copy from your documents

If a freshly downloaded PDF still doesn't verify, contact us, there may be a technical issue or the document may have been revoked.

"Document not found"

The reference is mistyped, or the document has been revoked. Check your documents for the current reference.

My data looks wrong

Profile shows incorrect information

For routine fields (contact details, photo, signature) you can update your profile directly. For substantive fields (legal name, date of birth, nationality), submit a change request from your profile. See Update your record in ePortal.

A historical entry on my record is wrong

Submit a correction request describing the entry and providing evidence of the correct information. Substantive corrections require officer review.

I see suspicious activity

If activity log entries show actions you didn't authorise, treat it as a security incident:

1. Sign out everywhere except this session (in Account security)
2. Change your password in K-Connect
3. Add or rotate your second factor
4. Regenerate recovery codes
5. Contact us with what you observed

How to report a problem you don't understand

When in doubt, send a message through the contact channel describing:

• What you were trying to do
• What you expected to happen
• What actually happened
• Any error messages (exact text, or a screenshot)
• The browser and device you were using
• The time, approximately, when it happened

The more specific you are, the faster we can help. "It doesn't work" is hard to investigate; "When I clicked Submit on the ID-card photo upload at about 14:00 today, the page froze and showed no error" is much easier.