The Higher Education Loans Board (HELB) has issued fresh guidance to students and loan beneficiaries who are unable to access its *642# USSD service after changing their mobile phone numbers.
In a public notice, the agency clarified that changing a registered phone number does not deactivate or delete a HELB account. However, borrowers must update their contact details before they can continue using the USSD platform.
HELB has advised affected users to contact the board through its official communication channels and submit the required identification documents so their records can be updated.
Why access to 642# stops after changing your number
According to HELB, every borrower account is linked to the mobile phone number provided during registration.
If a beneficiary switches to a new SIM card or mobile number without notifying the agency, the system is unable to recognise the new number, preventing access to services through the *642# platform.
To restore access, HELB requires users to send a clear copy of their national identity card together with their new mobile number for verification before the changes are effected.
The board has assured borrowers that the process is straightforward and that changing a phone number does not affect their loan records.
Services available through the HELB 642# platform
The USSD service allows students and loan beneficiaries to access several HELB services without requiring an internet connection.
Through the platform, users can:
- Apply for subsequent HELB loans.
- Withdraw upkeep funds directly to M-Pesa.
- Check loan application and disbursement status.
- Access loan repayment services.
- Manage selected account services.
HELB has advised borrowers to ensure the mobile number linked to their account is registered in their own name to avoid verification challenges.
Other ways to access HELB services
Besides the *642# USSD platform, the board offers several digital and physical service channels.
Students can access services through the HELB Student Portal, the HELB Mobile App, Customer Care services and Huduma Centres across the country.
The board also provides an amendment process for customers who need to update personal information, including phone numbers and banking details.
Part of HELB’s digital transformation
HELB has increasingly digitised its services in recent years to make higher education financing more accessible and reduce paperwork.
Today, students can complete loan applications, monitor their application status, receive loan disbursements, repay loans and access customer support through the agency’s digital platforms.
The *642# service remains one of HELB’s most widely used tools, particularly for students without reliable internet access, allowing them to access essential services using any mobile phone.
