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The error happens when you upload an admission letter that is protected. If your admission letter is not protected, then you can contact HELB to have your details updated.
If you are completely unable to add your parents to the helb portal, then the other alternative is to send a copy of your parent's ID to HELB via email contactcentre@helb.co.ke. Do not forget to provide a description of your problem.
If you have already submitted your form then visit Huduma Center (HELB Desk) with a copy of your ATM Card and National ID to have your bank account details submitted.
To confirm whether your replaced ID is ready for collection, visit your application station after 2 weeks and collect it. Replacement of ID takes only two weeks to process at Huduma Centre