MOHELA for loans previously with Navient

Duke0486
Duke0486 Member ✭✭
edited October 21 in Adding and Updating Accounts

On 10/21/2024, Navient transitioned ALL its student loan servicing to MOHELA. However, those who transitioned from Navient cannot log into the standard MOHELA website. Instead, we must use this site: https://servicing.mohela.com/ , which is not available in Simplifi.

Please add this institution to Simplifi

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  • Coach Jon
    Coach Jon Moderator admin

    Hello @Duke0486,

    Thanks for reaching out! We went ahead and converted your FI request post into a discussion as we do already have a bunch of instances in Quicken Simplifi related to Mohela. Have you tried connecting using these instances?

    image.png

    Thanks, and let us know!

    -Coach Jon

  • Duke0486
    Duke0486 Member ✭✭

    Hi @Coach Jon , yes I attempted to connect using all the Mohela instances already in Simplifi, but none worked. It appears that Mohela created a very specific site, https://servicing.mohela.com/ , for those who transitioned from Navient.

  • Coach Jon
    Coach Jon Moderator admin

    Hello @Duke0486,

    Thanks for the reply. To help clarify what is occuring exactly here, can you let us know if you ever had this account connected in the past in Quicken Simplifi? We do have an instance for Navient Loans available in Quicken Simplifi. If your accounts were connected before, is this the instance you used?

    Let us know when you can!

    -Coach Jon

  • Duke0486
    Duke0486 Member ✭✭

    Hi @Coach Jon , yes, my account was previously-connected to Simplifi using the Navient instance [which successfully worked in Simplifi until Navient transitioned ALL its student loan servicing to MOHELA today (10/21/2024)].

  • Coach Jon
    Coach Jon Moderator admin

    Hello @Duke0486,

    Thanks for the response. I've learned that Mohela did have a new system they'd like everyone to register for. I am unsure if it also applies to those who transitioned from Navient, but it may be good to verify if this works for you. Once done, please try connecting your Mohela account in Quicken Simplifi once again.

    The link to register for the new system is available here:  https://www.mohela.com/system-transition

    Thanks,

    Coach Jon

  • Duke0486
    Duke0486 Member ✭✭

    Hi @Coach Jon , I tried registering for Mohela's new system to which you're alluding, but it wouldn't let me and said there was no record for me in the system. It instead tells me that if I'm transitioning from Navient, go to https://servicing.mohela.com/, which is not a current option on Simplifi, so it should be added.

    Thanks,
    Scott

  • Coach Jon
    Coach Jon Moderator admin

    Hello @Duke0486,

    Thanks for the confirmation. I would have you try resetting the Navient account connection to see if you are still unable to connect afterward. https://help.simplifimoney.com/en/articles/4857199-when-and-how-to-reset-your-account-connections

    If that does not work, I would suggest trying with a fresh connection. You can make the accounts manual and then use the Add Account flow to get a completely fresh connection. If the connection is successful, you'll then want to link the accounts to your existing Quicken Simplifi accounts.

    Thank you,

    Coach Jon

  • Duke0486
    Duke0486 Member ✭✭
    edited October 21

    Hi @Coach Jon , thanks for the suggestions, but neither will work. This is because the Navient website no longer allows logins. Please go to https://navient.com/ and click on "Log In" in the upper right corner. The resulting pop-up window tells you to go to https://servicing.mohela.com/.

    The only way to fix this issue is to add https://servicing.mohela.com/ as an available institution on Simplifi. If you don't mind, please convert this thread back to a financial institution request post.

    Thanks!

  • Coach Jon
    Coach Jon Moderator admin

    Hello @Duke0486,

    The URL you see in the Add Account section of Quicken Simplifi is usually not the URL we use when connecting to the Financial Institution. We use a different server to connect with the FI. In order to continue troubleshooting we will need you to follow the steps above in order to verify the specific issue at play here.

    https://community.simplifimoney.com/discussion/comment/42389#Comment_42389

    I hope this makes sense.

    -Coach Jon

  • Duke0486
    Duke0486 Member ✭✭

    Hi @Coach Jon , thanks for the explanation and my apologies for not understanding earlier!

    I'd follow the recommended steps you provided above, but within in the last 24 hours, I paid off my Navient/Mohela student loan so I'm no longer a great candidate for testing because the institution is now moot for me.

    I'm guessing another Simplifi user will encounter this and need help.

  • stytronix
    stytronix Member

    I have the same problem. Please add servicing.mohela.com. This is a new site for transfers from Navient.

  • Coach Jon
    Coach Jon Moderator admin

    Hello @stytronix,

    Thanks for reaching out! To better assist us, can you let us know if you ever had this account connected in the past in Quicken Simplifi? We do have an instance for Navient Loans available in Quicken Simplifi. If your accounts were connected before, is this the instance you used? If not, have you tried this instance to see if it works for you?

    If they were connected before, I would have you try resetting the Navient account connection to see if you are still unable to connect afterward. https://help.simplifimoney.com/en/articles/4857199-when-and-how-to-reset-your-account-connections

    If that does not work, I would suggest trying with a fresh connection. You can make the accounts manual and then use the Add Account flow to get a completely fresh connection. If the connection is successful, you'll then want to link the accounts to your existing Quicken Simplifi accounts.

    Thanks, and let us know how this goes!

    -Coach Jon

  • stclairj
    stclairj Member ✭

    Same occurrence here. Navient has transitioned to servicing.mohela.com. The old navient site and connection is no longer active. Please add servicing.mohela.com.

  • stclairj
    stclairj Member ✭
    edited October 26

    These are for federal student loans services by mohela only, not private loans previously serviced by navient. - see post below, quote didn't work the first time…

  • stclairj
    stclairj Member ✭
    https://community.simplifimoney.com/discussion/comment/42383#Comment_42383

    These are for federal student loans services by mohela only, not private loans previously serviced by navient.

  • Coach Jon
    Coach Jon Moderator admin
    edited October 28

    Hello @stclairj,

    Thank you for the information and for reaching out! If you could please supply the previous information I requested as well as try those troubleshooting steps, that would be helpful in determining what is occurring here.

    https://community.simplifimoney.com/discussion/comment/42489#Comment_42489

    Thanks,

    Coach Jon

  • stclairj
    stclairj Member ✭
    https://community.simplifimoney.com/discussion/comment/42556#Comment_42556

    I followed the troubleshooting steps. I previously had it connected, it worked properly. I tried resetting it, it didn't work. I tried making them manual and adding a new account - it didn't work. The timing coincided with the change as noted by others in this thread.

  • Coach Jon
    Coach Jon Moderator admin

    Hello @stclairj,

    I do see the FDP-102 error you are receiving when trying to connect on our side. And I see that it has been occuring for more than 48 hours. If you could, can you please supply a screenshot of this error from within Quicken Simplifi when you are trying to connect?

    Thanks,

    Coach Jon

  • stclairj
    stclairj Member ✭

    @Coach Jon

    image.png

    This is when trying to add back the account since I've now made these accounts manual and now trying to add the account back.

  • Coach Jon
    Coach Jon Moderator admin

    Hello everyone,

    Thanks for your patience. We are aware of this known issue and have created an alert in the community that you can follow for updates!

    https://community.simplifimoney.com/discussion/10558/new-10-31-24-navient-loans-returns-a-102-error

    We will be sure to update the alert as we receive new information going forward.

    Thank you,

    Coach Jon

  • stclairj
    stclairj Member ✭
    https://community.simplifimoney.com/discussion/comment/42691#Comment_42691

    Glad the issue is acknowledged. Might I suggest when users provide specific reasons for why something may not be working, they be investigated earlier instead of continuing to reply with boiler-plate troubleshooting tasks? @Duke0486 identified the specific cause and fix on 10/21.

  • Coach Jon
    Coach Jon Moderator admin

    Hello @stclairj,

    I understand that it may seem tedious, however, before anything is escalated, troubleshooting must be done to verify the specific issue happening.

    Thanks,

    Coach Jon

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