Changed your phone number? HELB explains how to restore access to 642#
By Mustafa Juma, July 14, 2026The Higher Education Loans Board (HELB) has issued fresh guidance to thousands of students and loan beneficiaries who have changed their mobile phone numbers and can no longer access services through its *642# USSD platform.
In a public notice shared on its official social media pages on Tuesday, July 14, 2026, HELB assured borrowers that losing access to the USSD service after changing a phone number does not mean their account has been deleted or suspended.
Instead, the agency asked affected customers to contact it directly so their details can be updated.
“Have you changed your phone number and can’t access *642#? We can fix that. DM us directly with your ID card photo and the new number, and we’ll get it sorted. Don’t stress — just DM,” HELB said.
The move is expected to benefit thousands of university and TVET students who rely on the USSD platform to apply for loans, withdraw upkeep funds, check, loan status and access other HELB services.
Why access is affected
HELB links every borrower’s account to the mobile phone number provided during registration.
If a customer changes their SIM card or mobile number without updating HELB’s records, the new number cannot be recognised by the system, preventing access to services through *642#.
To restore access, HELB now requires borrowers to submit a clear photo of their national identity card together with their new phone number through its official communication channels for verification before the records are updated.
What borrowers can do on *642#
The *642# USSD platform has become one of HELB’s most widely used self-service channels, allowing students to access services without internet connectivity.
Through the platform, borrowers can apply for subsequent HELB loans, withdraw upkeep funds to M-PESA, check loan application status, access loan repayment services, and manage selected account services.
HELB advises users to ensure the phone number linked to the account is registered in their own name to avoid verification challenges.
Multiple self-service options
Besides the USSD platform, HELB also offers several digital channels for students and loan beneficiaries.
Borrowers can access services through the HELB Mobile App, the HELB Student Portal, the *642# USSD service, and the HELB Customer Care and Huduma Centres nationwide.
The agency also provides a dedicated amendment process for customers wishing to officially change their phone numbers or banking details in its records.
Digital transformation
Over the past few years, HELB has increasingly shifted its services online as part of efforts to reduce paperwork and make higher education financing more accessible.
Loan applications are now largely paperless, while disbursement, repayment, loan tracking and customer support have been integrated into digital platforms, including the HELB mobile app and USSD service.
The *642# platform also enables eligible students to withdraw upkeep funds directly to their M-PESA accounts, making it one of the agency’s most frequently used services.