HELB Issues New Directive After App Error Locks Out Students

HELB Issues New Directive After App Error Locks Out Students

The Higher Education Loans Board (HELB) has advised students who are having difficulty accessing their application for services to contact the organization immediately.

According to the organization, the HELB app displays an error message, prohibiting many users from using its services.

When attempting to utilize the program, users receive an error message stating “device changed,” implying that the device has been changed even though it has not.

HELB issued a statement on X on Thursday, urging students facing this situation to contact them immediately for support.

“If you’re encountering a ‘device changed’ error on the HELB app, reach out to us in the DM, email us at contactcentre@helb.co.ke, or give us a call at 0711052000,” HELB stated.

Facing a ‘device change’ error on the HELB app? Talk to us in the DM, and we’ll fix it. pic.twitter.com/PDOJrFi5ru

— OFFICIAL HELB PAGE (@HELBpage) January 30, 2025

The delay coincides with the delayed transfer of cash to pupils who reopened school at the beginning of the month.

At the beginning of the month, University of Nairobi students gave an ultimatum to HELB to release the disbursements ahead of exams.

Last week, the government allocated Kshh19 billion for basic education and Ksh15 billion for capitation money.

The delivery of loans by HELB continues to be a challenge for students, with delays upsetting academic schedules from year to year.

While these funds are intended to alleviate tuition payments and support students’ everyday expenses, their late delivery frequently leaves recipients struggling to meet basic needs.

Students have long complained about the unpredictability of the payout schedule, which is typically linked to budgetary restrictions, rising demand, and a slow loan return rate among previous borrowers.

With an increasing number of candidates, HELB has struggled to keep up with financial needs and thus has stretched its resources thin.

HELB was founded in 1995 with the goal of bridging financial disparities for students at universities and technical institutes.

The loans are disbursed in tranches, usually at the start of academic periods, with sums ranging from Ksh35,000 to Ksh60,000 per year depending on financial need and degree of study.

However, payment delays have prevented many students from paying tuition on time, putting their education in danger.

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Furthermore, the troubles with the HELB app occur as the Kenya Certificate of Secondary Education (KCSE) class of 2024 prepares to enter institutions in September.

HELB is already preparing to merge with the University Fund, which President William Ruto’s government has developed as part of the new finance paradigm.

As part of the government’s efforts to address the contentious funding mechanism, future university entrants will utilize an upgraded model that will go into effect in September 2024, when Form Four leavers attend universities and colleges.

According to Education Cabinet Secretary Julius Ogamba, a special committee created by President William Ruto in September last year has delivered a preliminary report proposing changes to the previous model, which would be implemented in 2023.

HELB Issues New Directive After App Error Locks Out Students