📖 My Loans FAQ: Student Loan Connection, Verification, and Account Management

Below are answers to frequently asked questions about managing your student loans on the Candidly platform, organized by topic for easier navigation.

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Connecting and Updating Loans

❓ How do I connect my loans in Candidly?

You can connect your loans via the My Loans dashboard:

• Go to Menu > My Loans
• Click Add Loans
• Choose how you'd like to connect your loans:

Manual entry (Federal or Private loans):

• Select your loan servicer

• Enter details from your loan statement (name, balance, payment, interest rate)

Automatic sync (Private loans only):

• Enter your servicer login credentials to import your loan details automatically

After adding your loan, you’ll be prompted to verify your account:

• Click the blue “Verify now” button
• Upload a statement dated within the last 90 days that includes:
  • Your name
  • Servicer name
  • Full account number
  • Loan details (type, balance, payment, interest rate)
  • Servicer’s payment servicing address

Candidly will review your document. If anything is missing, we’ll notify you via email.

Please see the following articles for further details on how to verify your loans in Candidly: 

• How to Connect, Verify, and Manage Your Student Loans in Candidly
• Where Can I Download A Loan Statement For Verification?

❓ How do I update or add a loan after my servicer changes?

If your loan is transferred to a new servicer:

• Create an online account with your new servicer
• Log in to your new servicer account
• Download a billing or loan verification statement
  • If your new servicer sent an email attached with your new loan details, this document may also suffice if it contains all of the necessary information for verification
• In My Loans, click the three dots on your old loan account and select “Remove Loan Account” 
• Click Add Loans to connect your new account 
• Upload your statement to verify your new loan

❓ How do I correct my loan servicer or account number?

• To correct a servicer: Remove the incorrect loan in My Loans and add the correct one 
  • You will need to upload documentation to verify the new loan account
• To correct an account number: Contact our Support team at [e-mail]

❓ My loan information isn't correct - how do I fix it?

If your loan details (balance, monthly payment, interest rate) are incorrect:

• Go to My Loans
• Click the three dots on your loan card
• Select "Manage Loan Details"
• Update the information

If you’re unable to edit your loan:

• Contact [e-mail] and we’ll assist

Note: If your loan was added using automatic sync, recent servicer changes may prevent real-time updates. We can help enable manual edits if needed.

❓ My loan balance is incorrect and is showing as double the true amount - how do I fix it?

This usually happens when duplicate loan accounts are uploaded.

• Go to My Loans
• Check for duplicate loan accounts
• Remove the account that is not verified
• If both are verified, remove the one that is not marked as Primary

To remove a loan:

• Click the three dots on the loan card
• Select “Remove Loan Account”

If your loans were recently transferred:

• Keep only your new, verified loan account

Please note: If your previous loan account had payments approved for a Student Loan Retirement Match (SLRM) within the current plan year, we recommend keeping that account on your profile until the plan year has ended. Removing it earlier may impact how those payments are tracked for your employer’s retirement match.

If the issue persists:

• Edit your loan details directly
• Or contact [e-mail]

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Verification Process

❓ How do I verify my student loan account?

After adding your loan:

• Click “Verify now”
• Upload a statement dated within the last 90 days that includes:
  • Your name
  • Servicer name
  • Full account number
  • Loan details
  • Payment servicing address

Candidly will review your document and notify you via email if anything is needed.

Please see the following articles for further details on how to verify your loans in Candidly: 

• How to Connect, Verify, and Manage Your Student Loans in Candidly
• Where Can I Download A Loan Statement For Verification?

❓ How can I check my loan verification status?

Go to Menu > My Loans and check the color of the “$” icon:

• Gray = Incomplete → A statement is required
• Orange = Pending → Under review
  • If you have multiple loans, ensure the correct one is marked as Primary for verification
  • Please note: the loan account marked as Primary will be the one to receive contribution payments, if eligible. You can change your Primary account at any time.
• Green = Verified → Ready to receive Student Loan Employer Contributions (SLEC), if eligible
• Red = Unverified → Could not be verified or not eligible

❓ My loan still shows pending verification—when will it clear?

Verifications take 1–3 business days. 

If additional information is needed, we’ll email you from [e-mail]. Be sure to check the inbox associated with your Candidly account.

❓ What if I can’t find a billing statement on my new servicer’s site?

Please see: Where Can I Download A Loan Statement For Verification?

❓ How do I re-upload verification documents?

• Go to My Loans 
• Click the three dots on your loan card
•  Select “Manage Loan Statements” 
• Upload your updated documents

❓ Can I email documents if I’m having trouble uploading?

Yes - please email your documents to [e-mail] if you’re having trouble uploading.

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Troubleshooting Common Issues

❓ Why am I getting an error that my loan account cannot automatically connect?

Some servicers no longer allow real-time syncing.

Good to know: This does not affect payments as long as your loan is verified.

What to do: Contact [e-mail] for help reconnecting or updating your account.

❓ Top 5 reasons loan statement uploads fail (and how to fix them)

1. Missing loan details → Ensure all required fields are included
2. Wrong file format → Upload a PDF, JPEG, JPG, or PNG only
3. Outdated statement → Must be dated within the last 90 days
4. Incomplete pages → Upload the entire document, all pages
5. Unclear screenshots → Make sure the statement information is legible

❓ I don't have a monthly payment yet - what do I enter?

If your loans are in grace period or forbearance:

• Monthly Payment: $0
• Interest Rate: 0%

You can update this later when repayment begins.

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Managing Multiple Loans and Documents

❓ How do I upload multiple statements for verification?

• Go to My Loans > click the three dots on your Primary loan > Manage Loan Statements
• Upload additional documents
• Or email them to [e-mail]

❓ How do I switch my Primary loan account?

• In My Loans, click the three dots on your current Primary loan
• Select “Change Primary Loan Account”
• Choose your new loan
• Click Next, then Confirm

Loans with an “Incomplete” status will display a reminder to verify.

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General Information

❓ I don't know my total loan balance—where can I find it?

Check your loan statement or log into your loan servicer account.

❓ Can I use Candidly for loans taken out for a dependent?

Eligibility for Student Loan Employer Contributions (SLEC) is determined by your employer and may vary by program.

If you’re unsure whether your loans qualify, please reach out to our support team at [e-mail] and we can help confirm your employer’s program rules.

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📬 Need More Help?

We're here to support you.

• 💬 Live Chat: Start a chat from your Candidly dashboard
• 📧 Email: Reach out at [e-mail]