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When you are awarded HELB loan ksh. 0.00 then it means your application was not successful. However, you can always apply for appeal.
Currrently, HELB does not fund students from Railways Training Institute. Only students studying in TVET institutions under the ministry of education can be funded by HELB. Here is a list of TVET institutions under HELB funding https://www.helb.co.ke/wp-content/uploads/2018/05/LIST-OF-APPROVED-TVET-INSTITUTIONS.pdf
There are various as to why this might happen. Please check the solutions that have been provided on this hef registration help page. It might be that some emails are not being delivered due to technical issues.
If you are a first-time helb loan applicant, then phone number validation is not required. However, once you download the helb loan app and begin using it for subsequent applications, you will be required to validate your phone number. That is when the 1 bob is deducted to verify your phone number. Since every loan applicant must have an ID, it is important to buy a line and register it under your name.