I'm dealing with this exact same issue right now! Been trying to log in for the past two hours and getting nowhere. Reading through all these responses is both helpful and terrifying - how does a major loan servicer have such a fundamentally broken system? 😤 I'm going to work through the SSN formatting suggestions first (no dashes, just 9 digits), then try the early morning login approach since their servers are probably getting hammered during peak hours. The phone payment backup at 1-888-866-4352 is clutch - thanks everyone for sharing that number! It's honestly wild that we need a whole community troubleshooting guide just to pay our loans, but I'm so grateful for all the detailed advice here. Once I finally get back in (fingers crossed), autopay is happening immediately so I never have to deal with this login nightmare again! Has anyone tried reaching out to them on social media? Sometimes public complaints get faster responses than their actual customer service 🤔

I'm having the exact same issue! Been locked out for 3 days now and it's driving me absolutely crazy. Based on everyone's advice here, I'm going to try the SSN without any dashes or formatting first thing tomorrow morning, then work through clearing cache and trying different browsers. It's honestly mind-blowing that in 2025 we're dealing with systems this broken - like how hard is it to make a functional login page? 😤 Really appreciate everyone sharing their experiences though, makes me feel way less alone in this mess. Definitely going to use that phone payment number as backup while I troubleshoot. Once I finally get back in (please universe make it happen!), autopay is getting set up immediately so I never have to deal with MOHELA's login nightmare again!

I've been dealing with MOHELA for the past 6 weeks trying to get my income certification updated and this thread is like finding a secret vault of actually working strategies! Reading through everyone's creative solutions has given me so much hope after literally dozens of failed call attempts. The 7:00 AM sharp timing seems to be the magic bullet that multiple people swear by - definitely setting my alarm for 6:57 tomorrow to be ready! The Spanish line hack @Landon Flounder is absolutely genius, and @Emma Wilson the payment line workaround is brilliant lateral thinking. I never would have thought to approach it from those angles! It's honestly both hilarious and infuriating that we've had to become customer service ninjas just to manage our own loans. Like, we're literally trying to give them money and they make it harder than solving a Rubik's cube! But this community has turned complete chaos into an actual battle plan. One thing I'll add from my failed attempts - avoid calling on Mondays if possible. Seems like that's when everyone else has the same "I'll call first thing this week" idea and the lines are extra jammed. Thanks to everyone for sharing what actually works - you're all doing more to help borrowers than MOHELA's entire customer service department! This thread should be required reading for anyone dealing with them 💪

I've been following this thread for days and you all are absolute legends! I've been stuck in MOHELA hell for 2 months trying to resolve a loan consolidation issue and was honestly about to give up. Reading through all these brilliant strategies has completely restored my hope - it's like you've all created the ultimate cheat code for their terrible system! I'm definitely going all-in with the 7:00 AM sharp approach tomorrow (setting 4 alarms because I'm not taking any chances), and the Spanish line hack is pure genius @Landon Flounder! The payment department trick @Emma Wilson is also brilliant - I never would have thought to be that creative. Love the Monday avoidance tip too @NebulaKnight - makes perfect sense! It's honestly both inspiring and infuriating how resourceful we've all had to become just to talk to our own loan servicer. We're literally trying to be responsible adults managing our debt and they make it feel like we're planning a heist! But this community has turned complete chaos into actual solutions. Thank you all for sharing what really works - this thread is doing more to help borrowers than MOHELA's entire customer service department combined. You're all heroes for helping fellow students navigate this mess! Here goes nothing with tomorrow's 7AM mission 🎯💪

I'm dealing with something similar right now! MOHELA has been a nightmare to work with. What I've found helpful is requesting a "loan status history" document that shows all the changes to your account over time. This helped me catch where they made errors in applying my forbearance dates. Also, if you're on an IDR plan, double-check that they're calculating your payment correctly based on your most recent income info. Sometimes they use outdated data which can mess up your payment amount. The whole system is so confusing and they definitely don't make it easy for us! Keep pushing back and don't accept vague answers - make them explain exactly why you owe money during a forbearance period.

I'm going through the exact same thing right now! Just got a bill saying I owe $400+ during what's supposed to be my forbearance period. When I logged into my account, it shows my loan status as "in repayment" even though I have the forbearance approval email from last month. It's like they just randomly decided to ignore their own approval. Has anyone had success getting them to actually honor the forbearance dates they originally approved? I'm worried they're going to report me as delinquent while I'm fighting this mess. The stress is unreal 😰

This is absolutely unacceptable and I'm so sorry you're dealing with this! I had a similar experience with a $2,500 payment that went missing for over two weeks. Here's what finally worked for me: 1. Call MOHELA and specifically ask for their "Payment Exception Team" - this is different from regular customer service and they have access to backend processing systems that can track stuck payments. 2. Get your bank to provide you with a "wire trace" or "ACH trace" for that specific transaction - this gives you the routing details and confirmation that the money actually left your account and where it went. 3. When you talk to MOHELA, ask them to check their "unposted payment queue" - apparently payments can get stuck there during system maintenance or processing errors. 4. Document every single call with names, dates, and what they told you. Take screenshots of your account daily showing the missing payment. The whole thing is incredibly stressful, especially with such a large amount. Don't let them tell you to "wait a few more days" - over a week is way too long for an electronic payment to process. Stay persistent and don't give up! That's YOUR money and they need to account for it immediately. Sending you strength to get through this nightmare! 💪

This is absolutely horrible and I feel for you! I went through something similar with MOHELA about 6 months ago - a $2,100 payment that just disappeared for almost 3 weeks. The stress and sleepless nights were unreal. Here's what I learned that might help you: 1. When you call, specifically ask to be transferred to their "Payment Reconciliation Department" - they're the ones who actually handle missing payment investigations, not regular customer service. 2. Have your bank generate an "ACH trace report" for that exact transaction. This shows the routing path your money took and proves it left your account. MOHELA needs this to track where your payment ended up in their system. 3. Ask MOHELA to check their "suspense account" - sometimes large payments get flagged for manual review and just sit there forgotten. 4. File a CFPB complaint immediately while you're dealing with this. Don't wait. Having an active complaint number sometimes motivates them to prioritize your case. The fact that you got no confirmation email is a huge red flag - their system definitely glitched during your payment processing. Don't let them brush you off with "technical difficulties" or "wait 5-7 business days." A week is already way too long! Stay strong and keep fighting - that $3000+ is YOUR money and they absolutely have to account for it. Keep us posted on what happens! 🤞

This is such a common problem with MOHELA - you're definitely not alone! I had a similar issue where their system couldn't find my account even though I was getting bills. What finally worked for me was calling and asking them to check if there are multiple accounts under slight variations of my name or SSN. Sometimes when loans get transferred between servicers, duplicate or partial records get created. Also, try logging in using any old account numbers from previous statements if you have them - sometimes that bypasses the SSN lookup entirely. In the meantime, make sure to send them written notice (email is fine) that you're trying to pay but can't access your account due to their technical error. This protects you from late fees and credit damage while they sort it out. Keep all your documentation and don't let them make this your problem when it's clearly their system glitch!

I've been in a similar situation before! One thing that really helped me was calling MOHELA and specifically asking them to do a "three-way verification" of your personal information - they'll go through your name, SSN, date of birth, and address to make sure everything matches exactly in their system. Sometimes there are tiny discrepancies (like a middle initial or apartment number) that cause the online portal to fail but aren't obvious to you as the user. Also, if you have any old loan documents from when your loans were first disbursed or from previous servicers, bring those with you when you call - the original data entry might have had errors that have been carried forward. While you're getting this sorted out, definitely ask them to put a "system access hold" on your account so you won't get dinged for late payments while their technical issue is being resolved. This is totally their problem to fix, not yours! Stay strong and keep advocating for yourself.