What Should You Do If HELB Says Paid but You Have Not Received the Money?
3 min read
Some university and college students may see their HELB upkeep status marked as Paid but still be unable to access the money through M-Pesa.
For students using the HELB M-Pesa wallet, seeing a paid status does not necessarily mean the money is immediately available for withdrawal. Students may need to wait for a confirmation SMS from SurePay before accessing their funds.
HELB has previously advised students to wait for the required confirmation message before withdrawing their upkeep.
Why HELB Says Paid but the Money Is Missing
The disbursement status and the confirmation SMS are separate stages of the payment process for students receiving upkeep through M-Pesa.
In response to a student’s question about batch 7040, HELB confirmed that the batch had been paid and advised the student to wait for an SMS from SurePay.
The board has also told students to wait for a second SurePay confirmation message before dialling *642# to access their funds.
Students who have not received the SMS should check the phone number registered with HELB and continue monitoring their messages.
How to Withdraw HELB Upkeep Through M-Pesa
According to HELB’s previous guidance, students can access their upkeep through the HELB M-Pesa wallet using USSD or the M-Pesa App.
Option 1: Using *642#
Students can follow these steps:
- Dial *642# on their phone.
- Select the login option and enter the requested details.
- Choose Withdraw Funds.
- Select Upkeep and enter the amount they want to withdraw.
- Follow the instructions displayed to complete the transaction.
The available options may depend on the student’s account and the current HELB service.
Option 2: Using the M-Pesa App
Students can also access the HELB Mini App through the M-Pesa App.
- Open the M-Pesa App and sign in using the registered phone number.
- Go to Categories and select Education.
- Choose HELB and follow the registration or login instructions.
- Complete any required SMS verification.
- Select the withdrawal option and follow the instructions to access the available upkeep funds.
What If You Have Not Received the SurePay SMS?
If your HELB status shows Paid but you cannot access the money, take the following steps:
- Check your SMS inbox: Look for a confirmation message from SurePay.
- Confirm your registered number: Make sure you’re checking the phone number linked to your HELB payment details.
- Wait for the confirmation: HELB has previously advised students to wait for the required SMS before withdrawing their upkeep.
- Contact HELB through official channels: If the message does not arrive or the funds remain inaccessible, ask HELB to confirm your payment status.
Students should avoid sharing their M-Pesa PIN, verification codes, or other sensitive account details with anyone claiming to help release their funds.
What Students Should Know
A HELB status marked Paid is not always confirmation that the money is ready for immediate withdrawal through M-Pesa. Students using the mobile payment option should check for the required SurePay SMS and follow HELB’s official withdrawal instructions.
For the latest information about a specific batch or delayed payment, students should check the official HELB website at helb.co.ke or contact the board directly.
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