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You are getting the error because the new phone number is not available in the HELB system. That is why it is giving you the option to register instead of applying for a subsequent loan. You need to change your HELB portal registration phone number using the procedure provided in this answer.
We have provided a guide on how to apply for subsequent helb loan, have you followed the procedure? What error are you getting after following the procedure.
Institution details are missing means that your institution details are not available in the system. You need to visit Huduma Center (HELB Desk) to have your institution updated in the system.
If helb loan tells you that you are not eligible to apply for subsequent loan, then it means three things.If your application was successfully submitted, then you cannot apply again.If you have never applied for HELB loan, then you need to apply for first time application not subsequent.If you have over stayed in University or College (past the normal of years of study), then you have exceeded the number of allowed loans for your course.
No, for second subsequent HELB loan application, you are not required to submit a physical or printed copy of your application form. Applications done online via HELB app or through Safaricom short code *642# are final. This does not apply to first time applicants.