SHA Account Problems: Making Sense of Them
Quick answer
Account problems usually fall into a few groups: contact details that are out of date, personal details that are wrong, or access issues. Knowing which one you have is the first step.
What this means
Your account holds the information SHA uses to identify and contact you. When it's wrong, other things — premium, dependants, claims — can be affected.
Why you may be seeing it
- Details captured incorrectly at registration
- Contact details that changed since
- Records that don't match each other
What information may matter
- What exactly is wrong
- What the correct information should be
- Supporting documents you have
What you can check
- List each incorrect detail and the correct version.
- Note when you first noticed the problem.
When assistance may be useful
Something not making sense on your account? WhatsApp SHA Desk.
WhatsApp SHA DeskCommon questions
Can wrong details affect my premium?
They can, where those details were part of the assessment. That's worth checking if your premium also looks off.
Official sources & references
Official procedures, requirements and benefits are set by the relevant authorities and can change.
By SHA Desk · Managed by Cyber Kenya
Published 6 October 2026. SHA Desk is an independent assistance service — not SHA, the Digital Health Agency or a government office. About SHA Desk