HELB has assured students that changing a mobile phone number does not affect their loan eligibility or account status.
However, because every borrower’s phone number is linked to their HELB account for identity verification and security, replacing a SIM card or switching to a new number without updating HELB’s records may prevent access to services offered through the *642# USSD platform.
The board has therefore advised affected students to update their registered phone numbers through its official customer support channels.
Once the verification process is completed, access to *642# is restored, allowing borrowers to continue applying for subsequent loans, checking application status, monitoring loan balances, and accessing other HELB services without interruption.
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Steps to Restore Access
Step 1: Prepare your National Identity Card (ID) number and the new mobile phone number you wish to register.
Step 2: Contact HELB through its official customer care channels or send a direct message via its verified social media accounts, providing your ID number and new phone number.
Step 3: If the issue cannot be resolved remotely, visit the nearest HELB office or Huduma Centre offering HELB services.
Step 4: Complete the identity verification process to enable HELB to securely update your account details.
Step 5: Once your new phone number has been successfully registered, dial *642# using the updated number to regain full access to HELB services.
Stay Safe from Fraudsters
HELB has cautioned students against fraudsters who claim they can restore account access for a fee. Updating your registered phone number is free of charge, and the board will never ask for your password, PIN, or payment to complete the process. Students should use only HELB’s official communication channels and avoid sharing sensitive personal information with unauthorised individuals.
By Hillary Muhalya
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