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Can you confirm whether you have ever replaced your ID card? Serial number numbers do change when you replace your ID and the NTSA TIMS portal might be storing your old ID Card's serial number.
If you are not able to login to NTSA TIMS portal because you change ID and therefore the serial number changed, then the best option you have is to visit NTSA office near you to have your details updated. You will be advised to call or email or tweet NTSA but they hardly respond. You will be among the lucky few if they respond to your inquiry online. Therefore, visit NTSA office to have your problem sorted.
If you are trying to register or log in to NTSA TIMS portal and your serial number does not match your ID number then it means that at some point you might have replaced your ID. When you replace your ID, your serial number changes. If you start contacting NTSA online, it might take time before you get help. The best thing to do is to visit NTSA office in Upper Hill or near your area to have your ID details updated.Here is the bus direction to NTSA Office in Nairobi.
You can now apply for HEF loan without an ID number. The details can be submitted later after you have reported for admission. However, you can contact HELB Loan if you need your details to be updated. Get HElB contact details on this page.
Are you referring to updating your NTSA TIMS serial number or which website are you referring to? If it is TIMS portal then you need to visit NTSA office or Huduma desk for your serial number to be updated if it changed.