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If you are a first-time applicant and you were placed by KUCCPS, then it is advisable to apply for government funding through HEF portal, not HELB. Regarding the error with your ID, contact HELB via phone number 0711052000, email: contactcentre@helb.co.ke or Twitter: @HELBpage
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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.
Institution details missing means that your institution has not been captured. Are you able to see you institution in the application? Here is our response to a similar question about institution details missing.