- HELB has issued fresh guidance for borrowers who have changed their SIM cards and lost access to the *642# USSD service.
- Affected borrowers have been advised to submit their National ID number and new phone number through official HELB channels to update their records.
- HELB has cautioned borrowers to share personal information only through verified channels, warning against individuals claiming to offer unofficial assistance.
Thousands of HELB borrowers who have changed their phone numbers could be locked out of the Board’s *642# services unless they update their records.
The Higher Education Loans Board (HELB) has issued fresh guidance to borrowers who have changed their SIM cards and can no longer access the Board’s *642# USSD service. The Board says affected borrowers can restore access by having their new telephone numbers linked to their HELB records. Borrowers experiencing the problem have been advised to provide their National ID number and new phone number through HELB’s official communication channels for assistance.
The warning is particularly important for university and college students who depend on *642# to monitor their loan applications and access other loan-related services. A change of SIM card can disrupt access when the new number has not been captured in HELB’s records. The resulting USSD failure does not, by itself, mean that a borrower’s HELB account or loan has been cancelled; it can instead reflect a mismatch between the telephone number being used and the number registered with the Board.
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HELB has increasingly shifted student and borrower services to digital platforms, allowing users to obtain information without travelling to its offices. The Board has reminded applicants that they can track loan application information through the HELB online portal, the *642# USSD service and its mobile application. For a borrower whose new number is not recognised, the immediate step is therefore to contact HELB through its official channels and request an update of the registered telephone number.
Earlier HELB guidance has also indicated that borrowers who change SIM cards should keep their records updated to avoid interruptions in services and transactions. Students may additionally seek assistance through HELB offices and designated Huduma Centre help desks where necessary. The issue is significant because *642# provides a convenient mobile route to HELB services, including loan-related information, and students who are unable to access the USSD platform can also use the Board’s other digital channels while seeking to correct their registered phone details.
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Borrowers should, however, be careful about where they submit their personal information. National ID details and telephone numbers should only be shared through verified HELB communication channels, rather than with individuals claiming to offer unofficial assistance. The latest intervention is essentially a records-update measure: borrowers who have changed their numbers should ensure that HELB has the correct contact details so that they can continue accessing the Board’s digital services. For students relying on HELB funding, the message is simple: changing your phone number should be followed by updating your HELB records.
By Hillary Muhalya
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