Many upkeep complaints are not about late payment but about access: wrong phone number, lost phone, or a PIN that will not work.
Based on questions students and loanees sent to HELB’s official X account (@HELBpage) and HELB’s own replies, checked on 14 October 2026. Questions are paraphrased.
“Insufficient funds” when withdrawing
In one case HELB explained that the student was using a phone number different from the one registered for mobile payment, and sent a PIN to the registered number instead. In other cases the upkeep simply had not been paid yet. Also make sure the line used is registered to your ID on M-PESA.
Forgot your PIN
HELB’s advice: use the “forgot PIN” option on the USSD (*642#) to reset it.
New phone or new number
For a lost device, new device or a changed number, HELB asks you to DM your ID number and phone number to @HELBpage for help. HELB also urges students to keep the same M-PESA number registered throughout their studies.
Beware of fake pages
HELB has warned that it does not charge any fee for loan processing and that pages asking for “refundable” payments are fake.
Frequently asked questions
Why does *642# say insufficient funds?
Either your upkeep has not been paid yet, or you are using a number other than the one registered for HELB mobile payment, according to HELB’s replies.
How do I reset my HELB PIN?
Use the forgot-PIN option on *642#.
How do I change my HELB phone number?
HELB asks you to DM your ID number and the phone number to its official X account (or contact its contact centre).
Does HELB charge a fee to process my loan?
No. HELB says it does not charge loan processing fees and warns against fake pages.
Related: How to check your HELB loan status · HELB loan repayment calculator · HELB help hub
