Need Help with School Access?

The information provided on this page is for School Financial Aid Offices. If you are a borrower, please return to the MOHELA borrower web site.

• What is a Token/ID Credential?

  The Verisign identity authentication process on the MOHELA school website requires a token. The Token/ID Credential is 12 alpha/numeric characters located on the back of your token and begins with AVT followed by 9 numeric characters (AVTxxxxxxxxx). The Token/ID Credential must be entered when you log on the MOHELA school website for the first time. You will not need to enter it on subsequent logins.

• What is a security code?

  The security code is 6 numeric characters displayed on the front of the token. When you depress the white button, the code is displayed and it changes every 30 seconds. The code must be entered every time you log into the MOHELA school website after you enter your password.

• What is a Friendly Name?

  The friendly name is not required when you log into the MOHELA school portal the first time. It is usually entered if you have multiple tokens and wish to identify them with a name rather than the Token/ID Credential ID.

• What should I do if I forget my User Name?

  Please email schoolrelations@mohela.com or call the FAO hotline at 888.866.4353

• What should I do if I forget my Password?

  The password hint you selected when you initially registered on the MOHELA school website may help you remember your password. Click here to retrieve your password hint.

  If the password hint doesn't assist you in remembering your password, you will have to reset it by clicking the password reset link. You will then have to answer your security questions to reset your password. You will receive a temporary password sent to your email address on file. You can use this password to login, and then you will be asked to change it to one of your choosing on the change password screen. Click here to reset your password.

• How do I register a new token, if my original one is lost, expired or replaced?

  Click the “Replace Token” link below. On the next screen that displays, enter your user name, click “login” and enter the information requested on the next screen.

  Click here to replace your token.

• How do I change my security questions?

  After you log into the MOHELA school website, you will see the school user profile screen. At the bottom of the screen there is a “Change Security Questions” button. Click that button and you will be able to select 3 new questions.

• How do I change my password?

  After you log into the MOHELA school website, you will see the school user profile screen. At the bottom of the screen there is a “Change Password” button. Click that button and you will be able to change your password.

• What should I do if I get a message that says my account is locked or my token credentials cannot be verified?

  When this situation occurs, the message that displays will give you instructions on how to proceed. Most of the time you will be asked to email schoolrelations@mohela.com or call the FAO hotline at 888.866.4353 for assistance.