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 FAQ Topic Links (Expand to see sub-topics, where applicable)

collapse Login, Password, and Registration
expand Can I change my HESAA User ID?
No. Once you have registered, you cannot change your HESAA User ID.
expand Can I change my password?
Yes, you can change your password by clicking on the change password link.
expand Can I create multiple accounts?
No.
expand Can I register without my SSN?
If you already have a HESAA Customer Indentification Number, you can register without your SSN.
expand Can I use my email address as my HESAA User ID?
Effective September 2009, new registrants will not be able to create a HESAA User ID that is an e-mail address or that contains the "@" symbol.
expand Can two people have an account on one computer?
Yes. Any number of users can register and log in from the same computer.
expand Do I need to keep my SSN handy every time I login?
No. If you do not have a HESAA Customer Identification Number, you will need to provide your SSN once, at the time of registration.
expand Does HESAA use cookies? Why?
Yes. A "cookie" is a small file containing a string of characters that is sent to your computer when you visit a website. At HESAA we use cookies to improve the quality of our service. You'll need to have cookies enabled in order to log in and use the HESAA web site.
expand How can I protect my HESAA User ID and Password against unauthorized use?

Some tips to help keep your HESAA account safe:

  • Always sign out when you've finished using your HESAA session.
  • Clear forms, passwords, cache, and cookies in your browser on a regular basis especially on a public computer.
  • Keep secrets! Never tell anyone your password, or your secret question and answer. If you do tell someone, change it as soon as possible.
  • Choose a good password and security question and answer. We suggest a password that is 6-8 characters in length, a combination of letters and numbers (no special characters) and nothing that has been used before.
  • Don't write this information down anywhere.
  • Never send this information by email 

Periodically change your password, and your security question and answer.

expand How can I protect my ID and password from online theft?

Some tips to help keep your ID and password safe from online theft:

  • Always sign out when you've finished using your HESAA session.
  • Clear forms, passwords, cache, and cookies in your browser on a regular basis - especially on a public computer.
  • Keep secrets! Never tell anyone your password, or your secret question and answer; if you do tell someone, change it as soon as possible.
  • Choose a good password and security question and answer.
  • Don't write this information down anywhere.
  • Never send this information by email 

Periodically change your password, and your security question and answer.

expand How do I get a HESAA User ID and password?

You need to register at the HESAA web site to get a HESAA User ID and password.

 

To register, follow these steps:

 

On our home page, click the register button  - OR -  on our login page, click on the words "Please click here to register".

 

Create your User ID profile, and choose your User ID and a password. You will also be asked for a challenge question to answer in case you forget your password. When finished, click the Submit button.

 

Return to the login page and enter your User ID and password. Click the Login button to continue.

expand How do I log in?
Once you are a registered user of the HESAA web site, you can log in by clicking the “Login” button and entering your HESAA User ID and password when prompted.
expand How does HESAA safeguard my privacy?
Click here to learn more about our privacy policy.
expand I'm getting an error when I try to login. What might be causing this?

If you typed hesaa.org in the address bar of your browser window, arrived at our web site via an outside link (such as from a search engine), or used an old bookmark, make sure that the URL in the address bar of your browser window starts with http://www.hesaa.org.

 

If you had bookmarked pages on our web site in the past, please go to http://www.hesaa.org then navigate to the page you want, then bookmark the page again. If you try to log in again and still experience problems after trying these suggestions, please contact us.

 

NOTE: Bookmarking our Login page with your browser (or adding it to your "Favorites") will also prevent you from logging in correctly. If you would like to bookmark the Login page, you can do so by clicking the link provided below the User ID / Password area.

expand Other Login/User ID and Password issues
We recommend using Internet Explorer to access our system. If you are using Mozilla Firefox or other browsers you may experience difficulty logging in to our web site.
expand What if I don't have an email address?
You cannot register. You need to have an email address in order to register with HESAA.
expand What if I forget my answer to my security question?

Please contact us at: ext. 83315, or 609.588.3315 - Monday through Friday, 8:00am to 5:00pm Eastern Time to speak with one of our Help Desk technicians.

 

After hours, you can leave a voicemail message or send us an email at: helpdesk@hesaa.org (please include your name, your User ID, a contact phone number, and the best time to reach you). We will contact you on our next business day.

expand What if I forget my User ID?
You can get your forgotten HESAA User ID by clicking the "Forgot my User ID" URL link on the HESAA login screen and providing the email address that you used when you registered at the HESAA web site. We will email your User ID to this email address.
expand What if I forgot my password? How do I reset my password?
Enter your User ID and click "Reset My Password". Once you have successfully answered a few security questions, an e-mail with a new (temporary) password will be sent to the e-mail address we have on file for your User ID. Log in with the temporary password. You will then be prompted to select a new password.
expand What is a HESAA Customer Identification Number?
As of October 2007, HESAA Customer Identification Numbers are assigned electronically when a visitor completes our online registration process via our web site. As of 2009, Customer Identification Numbers are also assigned when HESAA processes data received from the Federal Government confirming you completed a Free Application for Financial Student Aid (FAFSA) form.
expand When trying to register on the HESAA web site, I got an error that said the User ID already exists. What should I do?
Please choose a different User ID and try again. If you are still having difficulty, please contact us.
expand Why doesn't my password work?

There are several reasons why you might be getting an "Invalid Password" error message.

  • Set your CAPS LOCK key correctly. Passwords are case sensitive (meaning that "PASSWORD," "PaSsWoRd," and "password" are not equivalent), so be sure to keep this in mind when entering your password.
  • Make sure that you are using the correct HESAA User ID when signing in to your account. If you have forgotten your HESAA User ID, you can get your User ID online.
  • Clear your browser's cache. At times it's necessary to clear your browser's cache. The cache is the memory your browser uses to store content of the web pages that you visit. Storing that content lets your browser load those same pages more quickly the next time you visit them. 

If you're still having problems, please call our Technical Help Desk at 609-588-3315.

expand Why is valid and correct registration information important?
Accurate registration information is important. In case you ever forget your HESAA User ID or password, we will need to confirm your identity using the information that you provided during registration. If you have entered any of this information incorrectly or have forgotten what you entered, we will not be able to assist you.
expand Would HESAA contact me for my password?
Your HESAA User ID and password are confidential information. No HESAA employee will ever ask you for your password in an unsolicited phone call or email message.
collapse Printing
expand How do I print my NJCLASS Rate Loan application and promissory note?

To print:

  1. Enter Borrower SSN and the loan reference number.
  2. Click on the Borrower radio button and then click "Print loan application and promissory note" link on the right.
  3. If necessary, adjust print settings by using the Properties button or Page Setup. Standard margins of 0.75 are required to fit everything on the page, and documents should be printed in portrait mode, not landscape mode.
  4. Click "print" or the printer icon on your browser window to print.
  5. Have all parties to the loan sign the application and promissory note in ink, and then mail to the address on the upper right side of the form:

NJCLASS Originations, P.O. Box 538, Trenton NJ 08625-0538

 

Pop-up software must be disabled, as the loan application will be displayed in a separate window to be printed. If you have more than one type of pop-up blocking software, you may see more than one message asking if you'd like to allow pop-ups from this site, or you may have to disable more than one pop-up blocker.

 

The Co-borrower, Cosigner, or Joint Cosigner are also allowed to print, but only one complete copy of the documents (one copy signed by all parties) should be mailed in. Substitute the respective SSN and role in the instructions above if you want to print using the Co-borrower, Cosigner, or Joint Cosigner role.

 

If you are still having a problem printing after following the suggestions above, please contact us for help. Please DO NOT hand-write your application all over again after you applied on-line. Doing so will cause a delay in processing. Please include your loan reference number on all correspondence (including email) so that we can better assist you.

 

Adobe Acrobat Reader is required for printing NJCLASS Graduate/Professional or Consolidation Loan applications and promissory notes. It is not required for printing the NJCLASS Rate Loan application. If you have problems printing these, please see the next question and answer.

expand I'm having trouble printing my NJCLASS Graduate/Professional or Consolidation Loan application and promissory note. What should I do?

We recommend using Internet Explorer 6.0+ to access and print the application. If you are using a different browser and are experiencing a problem, please try again using Internet Explorer.

 

If you're using any pop-up blocking software you'll need to turn it off in order for your printable application to pop up. If you have AOL 9.0, for example, turn off the automatic pop-up blocking on the lower right corner of your screen (it should say "allowing pop-ups from this site", if it says "blocking pop-ups" please click to change it). You may have multiple pop-up blockers running on your computer and you will need to disable all of them.

 

To print a NJCLASS Graduation/Professional Loan or NJCLASS Consolidation Loan application/promissory note, you will need Adobe Acrobat Reader 6.0.1 or greater (preferably 7.0) to print. If you don't already have Adobe Acrobat installed, you can download it (or upgrade if needed) free from the Adobe website.

 

If you have two versions of Adobe Acrobat Reader installed on your computer, please visit Adobe's web site support section and read the information that they have provided about co-existing installations and/or version interoperability.

 

It may take a few minutes for the PDF to appear, especially if you are using a dial-up connection. Don't close the window if you don't see the form immediately, please wait.

 

Sometimes both a blank window and the PDF will pop up (especially with Adobe 6.0.X). If you see a blank window, please move it aside to check if your form is hiding behind the blank window.

 

If you've followed the steps above but you don't see the form, please check to see if the form is minimized or hiding behind other windows you have open. If you double click the print link, sometimes the top window will hide the pop-up form.

 

Reminders:

 

Please have each party to the loan sign the application and sign the promissory note before mailing it to us for final processing. Be careful to have each party sign in the proper places. The names will print below the lines where each person should sign.

 

Please DO NOT hand-write your application all over again after you have applied on line. Doing so will cause a delay in processing.

 

Please include your loan reference number on all correspondence (including email) so that we can better assist you.

 

If you are still unable to print, please contact us for help. Be sure to include your application reference number in any correspondence

expand When I try to print my NJCLASS Graduate/Professional or Consolidation Loan application and promissory note, I get an error that says "file does not begin with %PDF" or an error that says "xxx.fdf not found, Internet Explorer cannot open this".

Please make sure you're using a newer version of Adobe Acrobat Reader (preferably 7.0, at minimum 6.0.1). If you need to upgrade your version of Acrobat Reader, please go to www.adobe.com.

 

We recommend that you use Internet Explorer 6.0+. If you are not sure, please go to www.microsoft.com to check for updates or to upgrade.

 

If you are still unable to print after having checked your software and reviewing the questions above, please contact us for help.

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