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This is an arrangement that you can make with the finance department of your learning institution and the student you want to transfer to. You can also request your college or university to reimburse the overpayment to helb to be part of repayments towards your arrears.
The error of institution details missing means your details have not been saved in the system. You can solve this error by using short code *642# instead of mobile app. If your institution is missing in the helb app, then you need to contact helb or visit their offices so that they can update your institution in the system.
You can contact the institution if you need more information on the progress, but you will be notified via kuccps once the institution you are transferring from has released you.
To change your institution in HELB, go to your account on the HELB App, then click on Institution, then click on edit. If that does not work send your new admission letter and ID to contactcentre@helb.co.ke or visit Huduma Center (HELB desk) so that your changes can be updated.