Technical Support

Frequently Asked Questions and Answers

I have locked myself out of my account, how can I re-set it?
To unlock your account, perform the following steps:
  • Click "Forgot Password" link located on the log in page, below the Password box.
  • Validate your identify by entering the following information:
    • Your User Name
    • Date of Birth (mm/dd/yyyy)
    • E-mail address
    • Last four digits of your Social Security Number.
  • Click "Request Password"
  • Answer the security question
  • If all the information matches what is on file for your account, your password will be reset, and you will be asked to enter a new password.
  • You will receive an e-mail informing you that your password was recently changed.
I forgot my user name, how can I obtain it?
To obtain your user name, perform the following steps:
  • Click “Forgot User Name” link located on the log in page, below the Password box.
  • Validate your identify by entering the following information:
    • Date of Birth (mm/dd/yyyy)
    • E-mail address
    • Last four digits of your Social Security Number.
  • Click "Request Account Info"
  • Answer the security question
  • If all the information matches what is on file for your account, your User Name will be displayed.
I forgot my password, and I have already setup Multi-Factor Authentication, how can I re-set it?
To reset your password with Multi-Factor Authentication already setup, perform the following steps:
  • Click "Forgot your Password" link located on the login page below the Password box.
  • Verify your identify by entering the following information:
    • Date of Birth (mm/dd/yyyy)
    • E-mail address
    • Last four digits of your Social Security Number
  • Click "Request Password"
  • Answer the security question
  • If all the information matches what is on file for your account, your password will be reset, and you will be asked to enter a new password.
  • You will receive an e-mail informing you that your password was recently changed.
I forgot my password, and I have not setup Multi-Factor Authentication, how can I re-set it?
To reset your password with Multi-Factor Authentication NOT setup, perform the following steps:
  • Click "Forgot Password" link located on the login page below the Password box.
  • Verify your identify by entering the following information:
    • Date of Birth (mm/dd/yyyy)
    • E-mail address
    • Last four digits of your Social Security Number
  • Click "Request Password."
  • Answer the security question
  • Your password will be e-mailed to you.
  • IMPORTANT: If you have a Yahoo e-mail account, please add admin@nelnet.net as a trusted contact.
Why do I have to answer security questions?
We use the security questions as an extra layer of protection, helping to prevent unauthorized people from accessing your accounts.
How can I change my security questions?
To change your security questions, first log into your account, and then perform the following steps:
  • Click "Change My Password/Update My Security Information" on the home page of Manage My Account.
  • You have the following options:
    • I would like to change my password.
    • I would like to update my security questions and display image.
    • I would like to change my password and security questions / display image
  • Select the option you wish to change
Is my password case sensitive?
Yes. Your password may be any combination of 8 to 18 characters.
  • It must contain 3 out of the following:
    • At least 1 Uppercase Letter
    • At least 1 Lowercase Letter
    • At least 1 Number
    • At least 1 of the following special characters (!,@,#,$,&,*)
  • It can't contain your user name
  • It can't contain "Nelnet" or "Password"
Is my user name case sensitive?
No. Your user name may be any combination of 6 to 20 alpha-numeric characters.
  • It must begin with a letter
  • It can't contain special characters (!,@,#,$,&,*)
I have never had to answer a security question on this computer before, why is it prompting me to answer one now?
Added security.
  • When a computer is registered a “Public”, we will continue to prompt with these questions. This ensures there is an extra layer of protection, helping to prevent unauthorized people from accessing your accounts.
  • Also, the registration of the computer is stored in your “cookies”. If/when the “cookies” are deleted so is your registration, prompting you to re-register your computer by asking a security question.
  • If you recently changed to a different browser this will require you to answer a new security question.
How can I stop my computer from prompting me to answer a security question?
To prevent security questions from being displayed, first log into your account, and then perform the following steps:
  • Click "Change My Password/Update My Security Information" on the home page of Manage My Account.
  • Select "I would like to update my security questions and display image."
  • Click on "Save & Continue"
  • At the bottom of the page you will have an option to change the security setting of your computer.
  • Change the registration of your computer from "Public" to "Private"
  • Once you’ve made the update, click "Save & Continue"
How do "cookies" work?
Cookies are text files on your computer that allows websites to store information on your computer and later retrieve it. When a computer is registered as "Private", the registration is being stored in the "cookies".
I requested my password be emailed to me; I have not received it yet.
Sometimes automated replies are auto-directed to a junk or spam folder within your inbox. Please be sure to check all of your e-mail folders.

IMPORTANT: If you have a Yahoo e-mail account, please add admin@nelnet.net as a trusted contact.

What browsers are MMA compatible with?
MMA is compatible with the following browsers:
  • Internet Explorer 7.x and above
  • Mozilla Firefox
What does it mean when the system says it can’t validate my information when I have forgotten my User Name?
The user name/password combination is not valid:
  • We recommend you click on "Forgot User Name" to ensure you are entering in the correct User Name
  • Make sure you are entering your date of birth as mm/dd/yyyy
  • When providing your SSN, please only provide the last four digits.
Why do I have an image?
The image is another layer of security Nelnet has in place on your online account, which you choose. When the image appears, you can ensure the website is secure to continue with your login process.

If you do not recognize the picture presented, do NOT enter your password. Please close the session and log in again by going to www.nelnet.com .

Why do I continue to receive a Runtime error message when I login?
This can be caused by browser compatibility issue. MMA is compatible with the following browsers:
  • Internet Explorer 7.x and above
  • Mozilla Firefox