Quick answer
Employers handle SHA registration and contributions for staff; employees need those contributions linked to their own records. Most issues are about linkage and records matching.
What this means
When employer and employee records don't connect properly, contributions may not reflect where they should.
Why you may be seeing it
- Employer account not set up fully
- Employees not linked to the employer
- Deductions made but not reflecting
What information may matter
- Employer and employee identifiers
- Payroll deduction records
- When the issue started
What you can check
- Compare payroll deductions with what employees' records show.
- Confirm the employer account details are correct.
When assistance may be useful
Managing this for a team? SHA Desk assists both employers and employees.
WhatsApp SHA DeskCommon questions
Can SHA Desk help a whole organisation?
Yes, SHA Desk assists organisations as well as individual employees.
Official sources & references
Official procedures, requirements and benefits are set by the relevant authorities and can change.
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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
Related SHA guides
Contributions & PaymentsUnderstanding SHA ContributionsWhat contributions are, why records sometimes don't match, and what to look at first. 2 min readSHA Account & Personal DetailsSHA Account Problems: Making Sense of ThemWrong names, old email, details that don't match — the account issues people deal with most. 2 min readSHA RegistrationHow to Register for SHAWhat registration involves, what may be asked of you, and when it helps to have someone alongside you. 2 min read
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