SELF-HELP

What to Do if ‘Sim Card Changed’ on HELB

The ‘Sorry, your SIM card has been changed’ error can frustrate HELB students

Share
What to Do if ‘Sim Card Changed’ on HELB
Learn how to resolve it simply. (Photo: TechW)
Share

The ‘Sorry, your SIM card has been changed’ error can be frustrating for students receiving upkeep or tuition loans from the Higher Education Loans Board (HELB). This issue can affect any student – whether in their first, second, third, or final year at university – and may arise for various reasons.

According to HELB, this error typically occurs in two situations:

  1. When a SIM swap or replacement is done, transferring the active phone number to a new SIM card after the original one was lost or damaged.
  2. When phone number details are manually updated on the HELB student portal without formal approval.

> List of All Paid Batch Numbers by HELB 2025

The Higher Education Loans Board states that this issue is similar to what happens when a student changes their device after logging in and accessing the HELB app. Both issues can be resolved in two ways.

“If you changed the phone number you registered on the HELB app or did a SIM swap, make sure to contact us to update this in the system,” HELB advises as the first solution. You can contact HELB by calling their customer care number at +254 711 052 000, emailing them via [email protected], sending a text describing your problem on their official social media pages, such as @HELBpage on X (formerly Twitter), or visiting them at their Anniversary Towers headquarters in Nairobi.

The second solution for resolving the SIM card or device change error on HELB channels is by downloading the Student’s Personal Bank and Phone Details Change Request Form, filling it out with the required details, and submitting it at one of their help desks located in Huduma Centres across the country.

HELB emphasises that all their services are free and warns students and all beneficiaries against falling prey to scammers who purport to offer HELB services for a fee.

> Explained: Why HELB Loans for New Funding Model (NFM) is Delaying

Written by
JUSTUS KIPRONO -

Justus Kiprono is a freelance journalist based in Nairobi, Kenya. He tracks Capital Markets and economic trends, infrastructure reform, government spending, and the financial impacts of state decision-making nationwide. You can reach him: [email protected]

3 Comments

  • It’s now been months and i haven’t received my first semester upkeep loan am still at allocated stage it’s really not fair am really suffering yet am about to go to my second semester

  • I have tried to log in to my account but it is responding to me that my sim card has changed and I didn’t change the number what could be the problem, just help me

Leave a Reply

Your email address will not be published. Required fields are marked *

Follow Us

Related Articles
How to Buy Airtime Using M-PESA in 2025 – For Airtel and Telkom
SELF-HELP

How to Buy Airtime Using M-PESA in 2025 – For Airtel and Telkom

Waah! Last time, after writing the piece on how to buy Airtel...

Guide: Buying Airtel and Telkom Airtime from Mpesa Using WhatsApp
SELF-HELPSMART MONEY

Guide: Buying Airtel and Telkom Airtime from Mpesa Using WhatsApp

At a time when convenience and efficiency rule the world of customer...

Real estate investment returns in kenya
REAL ESTATESELF-HELP

Real Estate Investment Returns Better than Stocks and Bonds

Real estate offers several compelling advantages for investors looking to diversify their...

Kaa chonjo - banking fraud in kenya
SELF-HELPSMART MONEY

Kaa Chonjo: How to Beat Fraudsters at Their Own Game

The season of merry making has unfurled its vibrant wings, sprinkling joy...