Frequently Asked Questions for Borrowers

How do I sign up and register for account access?

Signing up for access is quick and the most convenient way to keep track of your student loans. To create your account, visit our registration page, fill out the form and submit. Enter your name exactly as it appears on your welcome letter or any other correspondence from Launch Servicing. Log in to your account at at any time. Account access is available to anyone with a loan serviced by Launch Servicing.

How do I make a payment?

Payments can be made in multiple ways. The easiest and most convenient way is to log in to your account on and make a payment with a checking or savings account. For even more convenience, you can set up recurring payments online so that your payments are made automatically. You can also use bill pay through your bank's online bill pay service. (Make sure they don't charge a fee!) Payments can also be received via mail or paid by calling Launch Servicing at (877) 354-2629.

How do I view my billing statement?

You can view your billing statement by logging into your account and clicking History and then Billing Statement. This will give you access to view all billing statements while the loan is serviced by Launch Servicing.

How do I change my password if I forgot it?

On the Login Page, click the "Forgot your password?" link and follow instructions for resetting your password.

How do I change my username if I forgot it?

On the Login Page, click the "Forgot your username?" link and follow instructions for receiving your username.

Why am I paying Launch Servicing and not my lender?

Launch Servicing is contracted by your lender to provide you exceptional service throughout your entire student loan experience - from loan origination to the day you pay your loan in full. We are here to help your lender help you succeed.

What is the difference between the lender and servicer?

Great question. This can sometimes get confusing. The lender provided you the opportunity to obtain the loan. The servicer is contracted by the lender to service your loan after it is disbursed and through the repayment term.

How do you keep my personal information secure?

Your security is important to us. To ensure that your personal information stays safe, we utilize multi-factor authentication. The first time you log into your account from a new device or browser, you'll enter your username and password as usual. Then, you will be asked to enter a unique code that we will send to you via email. Check your email for the access code and enter it when requested. If you have questions or need help logging in, contact us.

What alternative repayment options are available?

Your lender may offer alternative options.  Please contact us to determine if you are eligible.

For Washington State borrowers, you may contact the student loan advocate for assistance. 

How can I get released from my cosigner responsibilities?

Your lender may offer cosigner release.  Please contact us to determine if its available on your loan program and the eligibility criteria. 

How do I request a Payoff Statement?

Your loan accrues interest on a daily basis.  To obtain an accurate payoff amount, you can contact us and provide the date you are expecting the payment to be received at Launch Servicing to receive a Payoff Statement. 

How are payments allocated?

We credit your account for the full payment amount we receive.  The effective date is the date we receive the payment.  Payments are first applied to any accrued interest.  Remaining funds will go to reduce principal, up to the monthly principal payment amount.  Finally, any remaining payment amount will pay fees, if applicable, once your loan is up to date. If you have multiple loans and a payment is received that is not equal to the amount billed, we will attempt to satisfy the oldest payment due. If all due dates are equal the funds will be allocated to the loan with the highest interest rate.

How can I designate a legal representative in the event of my death?

For loans made on or after November 20, 2018, the Economic Growth, Regulatory Relief and Consumer Protection Act provides student borrowers the option to designate an individual to have the legal authority to act on your behalf in the event of the death of the student borrower. If you wish to designate an individual, please contact us by your secure online portal or calling 1-877-354-2629.

How do I get a copy of my credit agreement?

You can contact us and request a copy of your credit agreement.

How can I obtain my lender’s Privacy Policy?

To obtain your lender’s Privacy Policy, you can go to your lenders website to review.  If you do not know who your lender is, you can contact us to get this information.