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Frequently Asked Questions

Have Questions?

We'll help you find the answers you need.

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Student Loan FAQs

 


I need account information. How can I get assistance?

If you need information on a new loan you can view your account information by logging in to the Activity Center and checking your Loan status.

If you need information regarding an existing loan you can log in to Sallie Mae Online and send us an email for assistance. Once you have logged in to Sallie Mae Online, please select "Email Us" in the Customer Support dropdown box at the top of the page.

If you do not have access to the Activity Center or Sallie Mae Online, you can create a user ID and password at salliemae.com.

If you still can't find what you're looking for you may contact one of our specialists at our Customer Service Department toll free at 888-272-5543.

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I cannot log in to my online account. How do I reset my user ID and/or password?

Please click on the "Forgot password and/or user ID" link and an email will be sent to the address that we have on file for you.

If you have forgotten which email address you provided, please call our Customer Service Department toll free at 888-272-5543 for assistance with your online account.

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What is the status of my loan?

There are a variety of ways to check the status of your loan.

  • If you are looking for information regarding your preapproval, disbursement of funds, or pending loan status, you can log in to the Activity Center and select "Check loan status."
  • If you are looking for information regarding payments, deferments, or forbearances you can log in to Sallie Mae Online and select "Account summary."
  • If you do not have access to the Activity Center or Sallie Mae Online, you can create a user ID and password at salliemae.com.

If you still can't find what you're looking for you may contact one of our specialists at our Customer Service Department toll free at 888-272-5543.

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What information do I need to complete my pending loan application?

You will receive notification by email or postal mail detailing the documentation and information required to complete your loan request. For additional information, please refer to the following:

You can log in to the Activity Center and select "Check loan status" or you can log onto Sallie Mae Online: If you have a Sallie Mae Online user ID and password, log in and choose the Pending New Loans section from the Account Summary page dropdown menu.

If you do not have access to the Activity Center or Sallie Mae Online, you can create a user ID and password at salliemae.com.

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I recently moved and/or changed my phone number(s). How do I update my account?

To update your address and phone number(s), please log in to Sallie Mae Online and access the My Contact Information section or call our Customer Service Department toll free at 888-272-5543 for assistance.

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I recently submitted documentation. Did you receive it?

For specific questions regarding your account, please log in to the Activity Center and select "Check loan status." You can also log in to Sallie Mae Online and select "Email Us" in the Customer Support dropdown box at the top of the page.

If you do not have access to the Activity Center or Sallie Mae Online, you can create a user ID and password at salliemae.com.

If you still can't find what you're looking for you may contact one of our specialists at our Customer Service Department toll free at 888-272-5543.

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Was my deferment processed?

For specific questions regarding your account, please log in to Sallie Mae Online and access the Postpone Payments section to view the status of your deferment request.

If you still can't find what you're looking for you may contact one of our specialists at our Customer Service Department toll free at 888-272-5543.

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I am still in school. Why is my loan(s) still in repayment?

For specific questions regarding your account or billing and payment questions, please log in to Sallie Mae Online and select "Email Us" in the Customer Support dropdown box at the top of the page.

If you still can't find what you're looking for you may contact one of our specialists at our Customer Service Department toll free at 888-272-5543.

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