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.
Independent assistance — not SHA or a government office. No outcome is guaranteed.
Common 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.
By Cyber Kenya SHA Desk · Operated by Cyber Kenya
Published 6 October 2026. Cyber Kenya SHA Desk is an independent assistance service — not SHA, the Digital Health Agency or a government office. About us