Accessing affordable financing for higher education is a critical concern for Kenyan students pursuing university or Technical and Vocational Education and Training (TVET) programs. The Higher Education Loans Board (HELB), Kenya’s leading student financing agency, plays a pivotal role in providing loans, scholarships, and bursaries to bridge this gap. However, many applicants encounter challenges when using the HELB mobile app, particularly the error message: “National ID already activated on another device.” This issue, while common, can delay loan applications and cause frustration, especially with the 2025/2026 academic year application window now open.
This comprehensive guide explores education loan financing through HELB, focusing on resolving the “National ID already activated on another device” error. This article provides a step-by-step solution to the error, an overview of HELB’s financing options, eligibility criteria, application processes, and tips to avoid common pitfalls. With the application deadline approaching, this guide empowers students to navigate the HELB system effectively and secure funding for their studies.
Understanding HELB and Education Loan Financing in Kenya
Established in 1995 under the Ministry of Education, the Higher Education Loans Board (HELB) is Kenya’s primary agency for providing affordable loans, scholarships, and bursaries to students in public and private universities, as well as TVET institutions. HELB’s mission is to ensure no deserving student is denied higher education due to financial constraints, aligning with Kenya’s Vision 2030 and youth empowerment goals. As an ISO 9001:2015-certified organization, HELB disburses funds to cover tuition fees, books, accommodation, and subsistence, making education accessible to thousands of students annually.
In May 2023, the Government of Kenya introduced the Student-Centred Funding Model (SCFM), replacing the Differentiated Unit Cost (DUC) model. This new approach, implemented through the Higher Education Financing (HEF) portal, allocates scholarships, loans, and household contributions based on a Means Testing Instrument (MTI) that assesses students’ financial needs. The SCFM ensures equitable funding, prioritizing needy students while supporting both university and TVET trainees.
The Role of the HELB Mobile App
The HELB mobile app, available on the Google Play Store, streamlines the loan application process, allowing students to create accounts, check loan balances, monitor disbursement status, and apply for funding. Despite its convenience, the app occasionally encounters glitches, such as the “National ID already activated on another device” error, which indicates that a user’s National ID is linked to another phone number or device. This article addresses this issue while providing a comprehensive overview of HELB’s financing options.
Resolving the “National ID Already Activated on Another Device” Error
The “National ID already activated on another device” error typically occurs when a student’s National ID is registered on the HELB app with a different phone number, often due to a SIM swap, device change, or shared device usage. This error prevents users from logging in or completing loan applications. Below is a step-by-step guide to resolve the issue, based on HELB’s official guidance:
1. Contact HELB Support
HELB advises students encountering this error to reach out to their support team immediately. Provide your registered phone number and National ID to expedite resolution. Contact options include:
- Email: Send your registered phone number and National ID to contactcentre@helb.co.ke. Include a brief description of the issue for clarity.
- Social Media: Direct message HELB’s official X handle (@HELBpage) with your registered phone number and National ID. HELB has confirmed this as a quick resolution method.
- USSD Code: Dial *642# and follow the prompts to report the issue, ensuring the phone number is registered in your name.
- Huduma Centre: Visit the nearest Huduma Centre HELB Desk for in-person assistance. Bring your National ID and registered phone number.
- Phone: Call HELB’s National Contact Centre at 0711052000 or 0202279010. Be prepared for potential wait times due to high call volumes.
2. Verify Your Phone Number
The error often arises when the phone number linked to your HELB account is no longer active or has been swapped. To avoid delays:
- Ensure the phone number used for M-PESA transactions and HELB registration is registered in your name and matches your National ID.
- If you’ve changed your phone number or performed a SIM swap, inform HELB via the contact methods above to update your account details.
3. Reinstall or Update the HELB App
Technical glitches may cause the error. Try the following:
- Update the App: Ensure you’re using the latest version of the HELB app. Check the Google Play Store for updates, as older versions may cause errors like “update to latest version 99 to proceed.”
- Reinstall the App: Uninstall and reinstall the app to clear cached data. Download it from the Google Play Store and log in with your registered phone number and National ID.
- Check Internet Connection: A stable internet connection is essential. If the app crashes or displays errors, switch to a stronger network or use the USSD option (*642#) for offline access.
4. Avoid Common Mistakes
To prevent further issues:
- Use the Correct Phone Number: Ensure the phone number is registered in your name and linked to your M-PESA account for verification (a KSh 1 charge applies during application).
- Avoid Shared Devices: Register your HELB account on a personal device to prevent ID conflicts.
- Clear Cache: If the app continues to crash, clear the app’s cache via your phone’s settings or reinstall it.
5. Follow Up
After contacting HELB, expect a response within a few days. If the issue persists:
- Resend your details via email or X, referencing your initial request.
- Visit a Huduma Centre for immediate assistance, especially if the application deadline is approaching.
- Save any confirmation messages or loan serial numbers for future reference.
HELB’s support team will reset the National ID activation, allowing you to log in and proceed with your application. If the issue is unresolved, they may escalate it for further investigation.
Overview of HELB Education Loan Financing Options
HELB offers a range of financial assistance programs tailored to students’ needs, including loans, scholarships, and bursaries. Below is an overview of the key options available for the 2025/2026 academic year:
1. Undergraduate Loans
- Eligibility: Kenyan citizens enrolled in public or chartered private universities within the East African Community, placed through the Kenya Universities and Colleges Central Placement Service (KUCCPS) or as self-sponsored, parallel, or Module II students pursuing a bachelor’s degree. Pre-university, certificate, diploma, or postgraduate students are ineligible.
- Loan Details: Covers tuition fees and upkeep, with a 4% annual interest rate and a KSh 1,000 ledger fee per year. The loan amount depends on the program duration (e.g., four loans for a four-year program).
- Types:
- First-Time Application: For students applying for the first time, requiring a full application with all documents.
- Second and Subsequent Application: For continuing students, requiring annual updates via the HELB app or USSD (*642#).
2. TVET Loans and Bursaries
- Eligibility: Students enrolled in accredited TVET institutions under the Ministry of Education, starting from September 2023.
- Loan Details: Covers tuition and living expenses, with funding amounts based on the MTI and program cost. Bursaries may be awarded to extremely needy students.
3. Scholarships
- Eligibility: Available to government-sponsored students in public universities and TVET trainees, based on financial need assessed by the MTI.
- Details: Scholarships cover a portion of tuition fees, reducing the loan burden. Students can also apply for complementary funding from county governments, Constituency Development Funds (CDF), or partner organizations.
4. Upkeep Loans
- Eligibility: Available to students receiving HELB loans or scholarships, covering living expenses like accommodation, books, and subsistence.
- Access: Withdraw funds via M-PESA using the HELB app or USSD (*642#).
Eligibility Criteria for HELB Loans and Scholarships
To qualify for HELB financing, applicants must meet the following criteria:
- Citizenship: Must be a Kenyan citizen.
- Enrollment: Enrolled in a recognized university or TVET institution (public or private for loans; public for scholarships).
- Financial Need: Assessed via the MTI, which considers family income, number of dependents, and other factors.
- Documentation:
- National ID or KCSE index number (for minors)
- Valid email address and phone number (registered in the applicant’s name)
- KCPE and KCSE index numbers and examination years
- Passport-size photo (JPEG/JPG/PNG)
- National ID copy (PDF, both sides)
- Bank details or M-PESA number (registered in the applicant’s name)
- Parents’ National ID or death certificate (if deceased)
- Birth certificate (for minors)
- Two guarantors’ ID numbers and phone numbers
- Admission letter and KCSE result slip/certificate
- Sponsorship letter (if applicable)
How to Apply for HELB Loans and Scholarships
The HELB application process is primarily online via the HEF portal (www.hef.co.ke) or the HELB app. Below is a step-by-step guide for first-time and subsequent applicants:
First-Time Applicants
- Register on the HEF Portal:
- Visit www.hef.co.ke or download the HELB app from the Google Play Store.
- Create an account using your National ID or KCSE index number, a valid email address, and a password.
- Verify your account via the activation link sent to your email (check spam/junk folders).
- Complete Your Profile:
- Log in and fill in personal, residence, education, institution, and parent details under the “My Profile” tab.
- Upload all required documents in the specified formats.
- Apply for Funding:
- Navigate to the “Loan Application” tab and select “First Time Undergraduate Scholarship and Loan” or “First Time TVET Scholarship and Loan.”
- Read the financial literacy guide and answer the questions.
- Pay KSh 1 via M-PESA to verify your phone number.
- Submit the application and save the loan serial number sent via SMS.
- Check Funding Status:
- Log into your university’s student portal to view your placement band and funding allocation.
- Receive a text message from HEF confirming your scholarship and loan award.
Second and Subsequent Applicants
- Access the HELB App or USSD:
- Download the HELB app or dial *642#.
- Log in using your registered phone number and generate a PIN.
- Complete the Application:
- Select “Undergraduate Subsequent Loan Application” or “TVET Subsequent Scholarship and Loan.”
- Update your records, read the financial literacy guide, and answer the questions.
- Pay KSh 1 via M-PESA for verification.
- Submit the application and save the loan serial number.
- Track Disbursement:
- Check disbursement status via the HELB app or portal. Funds are disbursed to your institution (tuition) and M-PESA account (upkeep).
Common HELB App Errors and Solutions
In addition to the “National ID already activated” error, students may encounter other issues with the HELB app. Here are common errors and their fixes:
- App Crashes or Glitches:
- Solution: Update the app to the latest version, clear the cache, or reinstall it. Use a stable internet connection or switch to USSD (*642#).
- “Institution Details Missing” Error:
- Solution: Ensure your institution details are updated in your profile. Contact HELB at contactcentre@helb.co.ke if the issue persists.
- Verification Code Not Received:
- Solution: Check your phone number’s registration status with M-PESA. Resend the code via the app or contact HELB for assistance.
- “Update to Latest Version” Error:
- Solution: Update the app via the Google Play Store. If the error persists, report it to HELB’s support team.
Tips for a Successful HELB Application
To maximize your chances of securing HELB funding and avoiding errors:
- Apply Early: Submit your application at least one month before the academic year starts to allow processing time. The 2025/2026 window opened on July 1, 2025.
- Use Accurate Details: Ensure your National ID, phone number, and email are correct and registered in your name.
- Complete Financial Literacy: Answer the financial literacy questions accurately to proceed with the application.
- Monitor Your Application: Save the loan serial number and check your status regularly via the HEF portal or app.
- Avoid Scams: HELB does not charge application fees beyond the KSh 1 M-PESA verification. Report extortion attempts to the authorities.
- Seek Complementary Funding: Apply for scholarships from county governments, CDF, or HELB’s partner organizations to supplement funding.
Repaying HELB Loans
HELB loans must be repaid within one year of completing studies or as recalled by the board. Key repayment details include:
- Repayment Terms: Loans attract a 4% annual interest rate and a KSh 1,000 ledger fee per year. Repayments can be made via M-PESA, bank deposits, or employer deductions.
- Benefits of Early Repayment: Reduces financial burden, prevents Credit Reference Bureau (CRB) blacklisting, and supports future education funding.
- Loan Management: Use the HELB app or Loanee Portal (www.helb.co.ke) to check balances, generate mini-statements, and make payments.
Education loan financing through HELB is a lifeline for Kenyan students pursuing higher education, offering affordable loans, scholarships, and bursaries to cover tuition and living expenses. The “National ID already activated on another device” error on the HELB app, while frustrating, can be resolved by contacting HELB’s support team via email (contactcentre@helb.co.ke), X (@HELBpage), USSD (*642#), or Huduma Centres. By following the steps outlined in this guide, students can quickly address the error and proceed with their applications for the 2025/2026 academic year.
With the application window open since July 1, 2025, now is the time to apply for HELB funding, ensure accurate documentation, and leverage the HEF portal or app for a seamless process. By staying proactive, monitoring application status, and seeking complementary funding, students can secure the financial support needed to achieve their educational goals. For ongoing support, HELB’s contact channels are available to assist with any challenges, ensuring no student is left behind due to financial barriers.
