HELB Addresses App Error Affecting 2024 KCSE Students Ahead of University Admission

 

By Janet Philip

 The Higher Education Loans Board (HELB) has reassured 2024 KCSE candidates experiencing technical issues with its application platform that help is available, following a wave of complaints over access errors on its mobile app.

In a statement issued on Sunday, July 7, HELB confirmed that a number of applicants have encountered a specific error message indicating that their national identification number is already “activated on another device.” This glitch, which surfaced just as students began applying for loans and scholarships for the 2025/2026 academic year, had caused confusion and concern among candidates eager to secure financial aid before reporting to universities and colleges in September.

“Seeing an error on the HELB App that your National ID is already activated on another device? Don’t worry!” HELB stated in a notice. “Just send us a direct message with your registered phone number and National ID, and we’ll assist you in getting it resolved quickly.”

The issue arose just after the HELB portal resumed operations following a 72-hour scheduled maintenance that began on Thursday, July 3. The downtime, aimed at improving the portal’s efficiency, had temporarily cut off access for both first-time and continuing applicants.

"The Higher Education Financing Portal is under maintenance to improve service. Downtime will last at least 72 hours," the board had announced last week. The update concluded on Monday, July 7, but not before triggering widespread concern, especially among students from top-performing secondary schools and elite tertiary institutions.

Many students, having recently received news of their university and college placements, expressed frustration at being unable to apply for financial support during the brief but crucial period.

Now back online, the portal is fully operational, allowing first-year students joining universities, Technical and Vocational Education and Training (TVET) institutions, and the Kenya Medical Training College (KMTC) to apply for government loans and scholarships.

HELB has urged applicants facing technical issues to reach out promptly through its official communication channels or social media platforms for support.

The student financing process is part of the broader Higher Education Funding model rolled out by the government to support access to affordable tertiary education.