Table of Contents

Registration / Sign On FAQ

Where can I find my loan account number?

Your loan account number can be found on the upper right corner of your Welcome letter and other correspondence.

I don't have my loan account number. What do I do?

If you cannot find a copy of your Welcome letter or other correspondence, please Contact Us.

Once we have verified your identity, we will be able to provide you with your loan account number.

How do I choose a Username for NSLSC On-Line Services?

No matter which Username you choose, make sure that it is easy to remember, since you will need it each time you sign on.

If your first selection is already in use, the NSLSC will generate additional suggestions for you.

Your Username can contain both letters and numbers. It must be between 8 and 30 characters long.

How do I choose a Password?

You should choose a Password that will be easy for you to remember, but hard for anyone else to guess.

Don't pick your name, your address, or anything else that someone might be able to determine from looking in your wallet or purse.

Your Password must be between 7 and 15 characters long. Make sure that it contains at least one upper case character, one lower case character and one number.

Your Password cannot contain spaces or special characters (e.g. @, & or _). Your Password also cannot contain your First Name, Last Name, Username, or consecutively repeated characters (e.g. 11, 222, AAAA).

Please make sure to keep your Password secure and do not divulge it to anyone.

I forgot my Password. What do I do?

To retrieve your Password, simply follow the steps listed in Create a new Password.

You will be prompted to answer the three secret questions you selected when you registered for NSLSC On-Line Services.

If you answer your three secret questions correctly, your Password will be restored.

I forgot my Username. What do I do?

If you forget your Username, you can retrieve it via E-mail.

For privacy and security reasons, the NSLSC will only send the Username to the personal E-mail address associated with your account.

I tried to register several times and now I'm locked out. How do I access NSLSC On-Line Services?

You may make four attempts to register for access to NSLSC On-Line Services. If you don't succeed, you will be prevented from accessing the system.

If you are locked out, please Contact Us for assistance.

I tried to sign on, but it didn't work.

If you have forgotten your Password, you may retrieve it by answering your Secret Questions.

If you have forgotten your Username, you can retrieve it via E-mail.

If you believe that the Username and Password you entered was correct, please Contact Us immediately.

If none of these situations apply, see the Technical FAQ or Contact Us.

NSLSC On-Line Services FAQ

Am I eligible to use NSLSC On-Line Services?

Your eligibility for NSLSC On-Line Services depends on the student loan(s) you hold.

If you hold a Canada Student Loan issued on or after August 1, 2000, a Canada-Ontario Integrated Student Loan, a Canada-Saskatchewan Integrated Student Loan, your loan is administered by the NSLSC and you are eligible for NSLSC On-Line Services.

If you were in school on July 31, 2000 and/or received additional funding on or after August 1, 2000, your Canada-Newfoundland and Labrador Integrated Student Loan and/or your Canada-New Brunswick Integrated Student Loan is administered by the NSLSC and you are eligible for the NSLSC On-Line Services.

If you received a British Columbia Student Loan after August 1, 2000, this loan, along with any new loans received after August 1, 2011 are administered by the NSLSC as a Canada-British Columbia Integrated Student Loan, and you are eligible for the NSLSC On-Line Services.

Other student loans (including provincial or territorial student loans and Canada Student Loans issued before August 1, 2000) are administered by your financial institution and are not covered by NSLSC On-Line Services.

Some of my student loans are administered by the NSLSC, but the rest are administered by my financial institution. Can I use NSLSC On-Line Services?

Yes, but remember that NSLSC On-Line Services can only provide information about loans administered by the NSLSC.

If you hold any student loans that are administered by a financial institution (provincial or territorial student loans, or Canada Student Loans issued before August 1, 2000), you will need to contact your financial institution for information about those loans.

I don't have my own computer. How can I use NSLSC On-Line Services?

You can use NSLSC On-Line Services from any computer, but to maintain your security, be sure to clear the cache and close and re-open the browser to eliminate copies of Web pages that may have been stored on the computer's hard drive. For more information, see Security and Privacy.

I signed on to NSLSC On-Line Services just before the hours of service ended. Why can't I view my loan account information?

NSLSC On-Line Services are not available 24 hours a day due to daily maintenance requirements.

The NSLSC's database is unavailable after service hours. Even if you are still logged in when the hours of service end, the database will not accept your requests for information or updates to your account.

To view the Hours of Service for NSLSC On-Line Services, please see Before you Start.

The hours of service ended while I was changing my address. Did the NSLSC accept my changes?

Even if you have already signed on to NSLSC On-Line Services, any information you submit after hours will not be accepted.

Please resubmit your updated address during NSLSC On-Line Services Hours of Service.

My session timed out before I finished changing my address/Password. Did the NSLSC accept my changes?

No. Your changes will not be accepted unless you press the submit button during an active session.

Does the NSLSC change my address with my financial institution or provincial loan providers?

To protect your privacy, the NSLSC will not share any information you submit without your consent. Therefore, you also have to update your address with your financial institution and your provincial loan provider.

I would like to update my bank account number/change my monthly payment amount. Can I do it on-line?

No. You can use NSLSC On-Line Services to review your loan account and to view and change your contact information.

For questions about any other services offered by the NSLSC, please Contact Us.

Loan FAQ

For general information about applying for, maintaining, or repaying student loans, please see the NSLSC FAQs.

Security FAQ

How can I make sure my information is secure once I've left NSLSC On-Line Services?

If you leave your computer on after completing your transactions with the NSLSC On-Line Services, be sure to sign out, clear the cache and close and re-open the browser to eliminate copies of Web pages that may have been stored on your computer's hard drive.

For more information, see Security and Privacy.

I think someone has stolen my Username or Password. How do I lock them out of my account?

If you suspect that an unauthorized user may be able to gain access to your account, Contact Us immediately.

How does the NSLSC ensure the security of its on-line services?

The NSLSC uses sophisticated security techniques to protect this Web site and the data transmitted.

NSLSC On-Line Services use 128-bit SSL encryption to protect your information. This type of encryption is one of the most secure forms of encryption available worldwide. It protects information by verifying the identity of the parties on both ends of the Internet connection before confidential information is exchanged.

In order to ensure that only you are granted on-line access to your loan account information, the NSLSC requires that you verify your identity by confirming your full name, social insurance number, date of birth, and loan account number.

The NSLSC takes measures to protect the transmission of this information, and it will not share any information submitted for registration without your expressed consent.

For more information about privacy and security for NSLSC On-Line Services, please see Security and Privacy.

Technical FAQ

How do I enable JavaScript?

These instructions are for Windows or Macintosh operating system browsers. If you are using another operating system, please see your browser's help file for instructions on how to change your settings.

Internet Explorer

  1. From the top menu bar, select Tools and then Internet Options.
  2. On the Security Tab, select Internet and click on Custom Level.
  3. Scroll down to Scripting, Active Scripting and make sure that it is enabled.
  4. Click OK and confirm that you want to change the security settings for this zone.
  5. Click OK again.

Mozilla Firefox

  1. From the top menu bar, select Tools and then Options.
  2. On the Content tab, select Enable JavaScript.
  3. Click OK to confirm your selection.

Safari

  1. From the top menu bar, select Preferences.
  2. On the Content tab, select Enable JavaScript.
  3. Click OK to confirm your selection.

After correcting your browser settings, please close your browser for the new settings to take effect.

What is a session cookie?

Some of our tools require the use of session cookies to function and provide you with information tailored to your need. Session cookies reside on the Web browser and have no expiry date. Session cookies remember information only for as long as the visitor operates the Web browser in a single "session" (or "sitting"). A session cookie cannot retrieve information from your hard drive. In other words, anyone who might examine your cookies would not be able to use them to perform information changes on our Web site. Our cookies are not disk-resident (also called persistent cookies). They are stored in your browser only for one session and will be deleted once you close your browser.

How do I enable session cookies?

The following instructions will allow you to turn on session cookies.

Internet Explorer

  • Select the Tools menu item, then Internet Options.
  • Select the Privacy tab.
    You now have two options depending on how much you want to restrict cookies:
    1. Automatic cookie handling
      • Set the slider to "Medium".
      • This should be enough to enable cookies
      • You may also add a site to the Sites list
        • Select “Sites”
        • Enter “csnpe-nslsc.cibletudes-canlearn.ca” without quotes in the "Address of the website:" input box.
        • Select "Allow".
        • Select "OK".
        • Select "OK".
    2. Restrict to selective sites
      • Set the slider to "High".
      • Select “Sites”
        • Enter “csnpe-nslsc.cibletudes-canlearn.ca” without quotes in the "Address of the website:" input box.
        • Select "Allow".
        • Select "OK".
        • Select "OK".

Mozilla Firefox

  • Select the Firefox button at the top left of the browser window or the Tools menu item.
  • Select Options...
  • Change to the Privacy Settings.
  • You now have two options depending on how much you want to restrict cookies:
    1. No restriction (recommended)
      • Set "Firefox will:" to "Remember history".
      • Select "OK".
    2. Restrict to selective sites
      • Set "Firefox will:" to "Use Custom settings for history".
      • If "Accept cookies from sites" is ticked, it will accept cookies from all sites, if you want to choose which sites to allow cookies for, first untick this.
      • Then Select "Exceptions...".
      • In the "Address of the web site:" enter “csnpe-nslsc.cibletudes-canlearn.ca” without quotes
      • Select "Allow".
      • Select "Close".
      • Select "OK".

Chrome

  • Select the Chrome menu on the browser toolbar.
  • Select Settings.
  • Select Show advanced settings.
  • In the "Privacy" section, select the Content settings button.
  • In the "Cookies" section, you can change the cookies settings:
    1. Allow cookies by default
      • Make sure "Allow local data to be set" is selected to allow both first-party and third-party cookies.
      • If you only want to accept first-party cookies, select the "Block all third-party cookies without exception" checkbox.
    2. Keep cookies and site data by default until you quit your browser
      1. Chrome will allow sites to keep local data including first-party and third-party cookies and erase them when you exit or quit Chrome.
    3. Make exceptions for cookies from specific websites or domains
      1. To control how cookies should be handled for a few specific sites or domains, Select Manage exceptions.
      2. To add a rule in the Cookie and Site Data Exceptions dialog that appears, follow these steps:
        1. Select the "Add a new exception pattern" field and enter the domain name for which you want to create an exception.
          • To create exceptions for an entire domain, insert [*.] before the domain name (e.g. [*.]google.com. This will match drive.google.com and calendar.google.com).
          • You can also specify an IP address, an IPv6 address, or a non-http URL.
        2. Use the menu to choose whether the site can set cookies.
          • If you select Clear on exit, its cookies are deleted every time you close your browser.
  • You can also edit or remove exceptions using this dialog.

Safari

  • Select the "Cog" icon in Safari.
  • Select Preferences.
  • Change to the Security tab.
  • Select "Only from sites I visit" or "Allow". Under “Accept Cookies”
  • Close the dialog using the cross.

What is cache?

A section of a computer's memory that retains recently accessed data in order to speed up repeated access to the same data. Web pages you have visited are stored in your browser's cache directory on your hard drive.

How do I clear cache?

The following instructions will allow you to clear cache.

Internet Explorer

  • From the top menu (File, Edit, Tools etc.), select Tools, then Internet Options
  • This brings up a dialog with 6 tabs across the top (General, Security, Content...)
  • Click General.
  • Under Temporary Internet Files Click Delete Files (if it appears, check off Delete all offline content then click OK.)
  • Click OK again and this should clear all cached pages.

Firefox

  • From the Tools menu, select Clear Private Data
  • This brings up a dialog. Check Cache and then Clear Private Data Now.

Web Analytics

Web analytics is the collection, analysis, measurement, and reporting of data about Web traffic and visits for purposes of understanding and optimizing Web usage. Information contained in cookies may be used for the purpose of web analytics to remember your online interactions with our website. Your IP address is anonymized prior to being stored on the service provider's servers in order to help safeguard your privacy. The information collected is de-personalized by truncating your IP address.

NSLSC uses web analytics tools to improve its web site. When your computer requests a NSLSC On-Line Services Web page, our institution collects the following types of information for Web analytics:

  • the originating IP address
  • the date and time of the request
  • the type of browser used
  • the page(s) visited