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Frequently Asked Questions

My Account
 
 
  1. How do I log on to My Account?
  2. What if I forget my password?
  3. I know I am using the right password, but I still can not log in.
  4. Is the data I view on the Internet secure?
  5. How can I resolve errors or supply missing information for my application?
  6. What if I applied for a loan, but don't need it anymore?
  7. How can I change the amount of my loan request?
  8. What other ways can I access or send information about my student loan applications?
  9. How is the information collected from me online used?
If you still have questions, e-mail us at general@accessgroup.org.
How do I log on to my account?

Our login process is changing at the end of May. Read about our new Assured Login.

To login, you must use your Social Security number and a password.

If you are new to the site, Register to set up your account and password. Enter your Social Security number and date of birth in the appropriate fields. You will be asked to select a password and a security question to verify your identity in case you forget your password.
What if I forget my password? On the login screen, click "Forgot your password?" to retrieve your password.
I know I am using the right password, but I still can not log in. Passwords are case sensitive. Make sure you type in your password exactly as you did when you set it. On the login screen, click "Forgot your password?" to retrieve your password. If you are still unable to log in after retyping it in the correct case, call Access Group at 800-282-1550 to request a new password.
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Is the data I view on the Internet secure?   All data that you see via My Account is encrypted with our Secure Socket Layer (SSL) software. The RSA encryption key used by our SSL software makes it virtually impossible for an unauthorized user to read the data supplied in My Account. SSL encryption software is the industry standard for user data safety.
 
How can I resolve errors or supply missing information for my application?

You can e-mail most missing items on your application such as driver's license number, reference information, and date of birth to changes@accessgroup.org. For other missing information, call 800-282-1550.

Signatures, lender code changes, and increased requested loan amounts must be made on your original application.

Note: If there is information missing from the School Certification section of your application, contact your school for more information about your application.
What if I applied for a loan, but don't need it anymore?

Before disbursement
If the funds have not yet disbursed, you must make your request with a letter of cancellation. This can be done by fax or mail. All letters must include the your name, Social Security number, the school you're attending, the loan type, and the amount you wish to cancel.

After disbursement
If the funds have disbursed, the method of cancellation depends on whether your school has the funds or if the funds were sent directly to you. If the school has the funds, you need to contact your school and ask them to return the funds to Access Group. If you have the funds, return the funds directly to Access Group with your letter of cancellation.

Note: Funds must be sent back to Access Group within 120 days to avoid fees and interest.
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How can I change the amount of my loan request?

To increase
If you have your application (or if it's on its way), you can change the amount directly on the application, initial the change, then return it to Access Group.

If we have the completed application, and it's ready to disburse, or has already disbursed, you must reapply to increase the amount you are requesting and/or call your school.

To decrease
If funds have disbursed (or will be soon), you must ask your school to call Access Group to decrease the remaining disbursements.

If funds have not disbursed, you must write/fax/e-mail your request to Access Group to decrease the loan amount. See Contact Us. You should also notify your school.
 
What other ways can I find or send information about my student loan applications? By phone:
Customer Contact Center
800-282-1550 9 a.m. to 8 p.m. ET (Monday-Friday)

By fax:
Customer Contact Center
302-477-4080

By e-mail:
general@accessgroup.org

By mail:
Attention: Customer Contact Center
Access Group, Inc.
P.O. Box 7430
Wilmington, DE 19803-0430
How is the information collected from me online used? All information collected from you by Access Group is used to process and maintain your loan. See our privacy policy for details.
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