HELB Issues Crucial Guidelines on Updating Phone Numbers After SIM Card Change
HELB has issued new guidelines requiring applicants to update their details whenever they change their SIM cards, emphasizing the importance of keeping services uninterrupted.
In a public notice dated September 10, the board stated that students who change phone numbers must update their records with HELB immediately. This update is crucial for continued access to their services, especially through the USSD code *642# which is widely used by students across the country to check loan status and manage repayments.
According to the advisory, applicants must have their National ID number ready when seeking assistance. HELB outlined several ways applicants can update their phone numbers. These include contacting the board through their official channels, visiting the main offices at Anniversary Towers in Nairobi or seeking help at any Huduma Centre across the country where HELB has set up service desks.
For those who prefer digital engagement, HELB said students can also reach out through social media. By sending a direct message (DM) to the board’s verified pages, applicants can request to update their records provided they include their National ID number and new mobile number.
HELB has also made a self-service option available on their website. Students can download the “Student’s Personal Bank and Phone Details Change Request Form”, fill it with updated information and indicate clearly that the change is due to SIM card swap. Once completed, the form should be submitted through HELB’s official channels for processing.
The board said updating personal information is not just a formality but a key step to prevent service delays and ensure a smooth user experience. “Please keep your registered mobile number throughout your study period for smooth transactions,” HELB advised in their statement.
This comes a day after HELB released an update on loan applications. As of September 9, 2025, a total of 1,150,578 students had applied for undergraduate (UG) and Technical and Vocational Education and Training (TVET) loans.
753,227 were undergraduate students while 397,351 were TVET applicants. This is a growing number of students seeking financial aid as more students seek higher education opportunities in Kenya.
HELB also reminded first time applicants that the application portal will be open until September 14, 2025, so students have limited time to fill and submit their forms. All eligible applicants should not delay, proper and timely submission ensures faster processing and reduces the risk of missing out on financial support.
By highlighting the HELB phone number update, the board is also trying to reduce the challenges that students face during loan disbursement periods. Past delays and complaints have been linked to outdated or incorrect personal details, including phone numbers and bank account information.
The new directive is both preventive and corrective, so students will be reachable for loan disbursement alerts, repayment reminders and other important communication.
In summary, HELB is saying: updating personal records is key to accessing loan services. With over 1 million applications received this year, the board wants to smoothen its operations and avoid disruptions that may affect students’ academic progress.
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HELB Issues Crucial Guidelines on Updating Phone Numbers After SIM Card Change