Frequently Asked Questions

Table of Contents

Questions about Sign In Partner (Securekey Concierge) and GCKey

  • What is a Sign-in Partner?

    A Sign-In Partner login allows users to log on to NSLSC using login information they may already have with a participating bank (i.e. card number and password). At this time, the Affinity Credit Union, BMO Financial Group, CHOICE REWARDS MasterCard, CIBC Canadian Imperial Bank of Commerce, Desjardins Group, National Bank of Canada, RBC Royal Bank, Scotiabank, Tangerine and TD Bank Group are participating in the service.

  • Want more info or help with sign in partner(securekey concierge)?

    Please visit your Financial Institution that you used for your credentials, or visit https://securekeyconcierge.com/.

  • What is a GCKey?

    GCKey is a unique login solution that allows users to communicate securely with online enabled government programs and services. GCKey is offered as another choice for users who cannot or choose not to log on to NSLSC using their financial institution’s login process.

  • Want more information about GCKey?

    For more information about GCKey including how to contact them, visit the Government of Canada website.

Questions about Registering for a National Student Loans Service Centre (NSLSC) account

  • Why do I have to register for a NSLSC account?

    Registering will ensure that your personal information is protected and that you have secure access to online loan information and services through your NSLSC account.

  • Are there any technical requirements i need to know of before registering with the NSLSC?
    • You must protect your personal information. We recommend that you sign out, clear your browser’s cache and close down your browser after you finish your online session.
    • You must have cookies enabled in your browser. If cookies are disabled in your browser's security settings, you'll have trouble signing in and you won't be able to use the National Student Loans Service Centre (NSLSC) Account.
    • To use the NSLSC Account, you must have access to a modern Web browser. This could include such browsers as Internet Explorer (version 11 or newer), Edge, Chrome, Firefox and/or Safari (version 5 or newer). We also support browsers for all 3 mobile operating systems. In addition, you must ensure that JavaScript is enabled to load the application. Please make sure to update your browser and/or settings before using the NSLSC Account.

    The NSLSC Account does not use pop-ups to request personal information such as Social Insurance Numbers, bank account or credit card numbers.

  • I did not receive a welcome email. How do I register?

    If you have not received an email from the National Student Loans Service Centre, click Register and follow the instructions on the page.

  • Who do I contact if I am having issues with the NSLSC account registration?

    If you experience issues during the registration process, please follow the instructions provided, as they will direct you to the appropriate area for assistance. Please ensure you record the error message number to aid in resolving your issue.

    If you are not able to register, please contact the National Student Loans Service Centre.

  • I already have an online account. Why do I have to register again?

    The NSLSC is now using the Government of Canada’s cyber authentication process to register users. To continue accessing your loan/grant details online all users must now register using GCKey or Secure Key.

Questions about the Master Student Financial Assistance Agreement (MSFAA)

  • I don’t have my MSFAA number. How do i get one?

    Please contact the Province/Territory where you applied for funding to obtain your Master Student Financial Assistance Agreement (MSFAA) number.

  • Why do I need to complete my MSFAA online?

    By completing your MSFAA online, you avoid the hassle of having to mail your MSFAA to us. It’s faster as the process only takes 5 -10 minutes, and you ensure that there are no issues or delays in receiving your student funding.

  • Why do I need to provide my banking information as part of my MSFAA?

    By doing so you will ensure that you receive your student funding directly in your bank account.

  • I timed out and did not finish my MSFAA online. What should i do now?

    You will need to start the process again. It will take approximately 5-10 minutes to complete.

Questions about the Secure Access Code (SAC)

  • How do I get a secure access code (SAC)?

    During the registration process you will be asked to generate the secure access code. You will receive the SAC by email only. The SAC is required in order to validate your identity and register on the NSLSC website. Get started with SAC code.

  • Why do I need a secure access code (SAC)?

    The SAC, along with your Social Insurance Number (SIN) and Date of Birth (DOB) allows us to validate your identity and is an essential step in registering for an account with NSLSC.

  • What do I do if it expires?

    For security reasons, the Secure Access Code is only valid for an hour. If your code expires, you will need to generate another code.

    If this happens when you are on the web page where you are able to re-enter the SAC, then please use the button that allows you to request a new SAC.

    If the link in your email has expired, then you will need to start the registration process again.

  • Who do I call if I am having issues?

    If you are having issues, please contact us at 1 888 815-4514.

NSLSC On-Line Services FAQ

  • Am I eligible to use NSLSC On-Line Services?

    Your eligibility for NSLSC On-Line Services depends on the student loan(s) you hold.

    If you hold a Canada Student Loan issued on or after August 1, 2000, a Canada-Ontario Integrated Student Loan, a Canada-Saskatchewan Integrated Student Loan, your loan is administered by the NSLSC and you are eligible for NSLSC On-Line Services.

    If you were in school on July 31, 2000 and/or received additional funding on or after August 1, 2000, your Canada-Newfoundland and Labrador Integrated Student Loan and/or your Canada-New Brunswick Integrated Student Loan is administered by the NSLSC and you are eligible for the NSLSC On-Line Services.

    If you received a British Columbia Student Loan after August 1, 2000, this loan, along with any new loans received after August 1, 2011 are administered by the NSLSC as a Canada-British Columbia Integrated Student Loan, and you are eligible for the NSLSC On-Line Services.

    Other student loans (including provincial or territorial student loans and Canada Student Loans issued before August 1, 2000) are administered by your financial institution and are not covered by NSLSC On-Line Services.

  • Some of my student loans are administered by the NSLSC, but the rest are administered by my financial institution. Can I use NSLSC On-Line Services?

    Yes, but remember that NSLSC On-Line Services can only provide information about loans administered by the NSLSC.

    If you hold any student loans that are administered by a financial institution (provincial or territorial student loans, or Canada Student Loans issued before August 1, 2000), you will need to contact your financial institution for information about those loans.

  • I don't have my own computer. How can I use NSLSC On-Line Services?

    You can use NSLSC On-Line Services from any computer, but to maintain your security, be sure to clear the cache and close and re-open the browser to eliminate copies of Web pages that may have been stored on the computer's hard drive. For more information, see Security and Privacy.

  • Does the NSLSC change my address with my financial institution or provincial loan providers?

    To protect your privacy, the NSLSC will not share any information you submit without your consent. Therefore, you also have to update your address with your financial institution and your provincial loan provider.

  • I would like to update my bank account information. Can I do it on-line?

    Yes. You can use NSLSC on-line services. After logging in, click My Account and select Financial Institution Information.

  • I would like to change my monthly payment. Can I do it on-line?

    No. The NSLSC on-line services does not allow you to submit a request to change your monthly payments; however, once you have logged in, click My Account and select Customize My Payments. Follow the instructions on the page to learn how to submit your request to the NSLSC.

Security

  • How can I make sure my information is secure once I've left NSLSC On-Line Services?

    If you leave your computer on after completing your transactions with the NSLSC On-Line Services, be sure to sign out, clear the cache and close and re-open the browser to eliminate copies of Web pages that may have been stored on your computer's hard drive.

    For more information, see Security and Privacy.

  • I think an unauthorized user accessed my account. How do I lock them out?

    The NSLSC uses sophisticated security techniques to protect this Web site and the data transmitted.

    NSLSC On-Line Services use 128-bit SSL encryption to protect your information. This type of encryption is one of the most secure forms of encryption available worldwide. It protects information by verifying the identity of the parties on both ends of the Internet connection before confidential information is exchanged.

    For more information about privacy and security for NSLSC On-Line Services, please see Security and Privacy.

Technical FAQ

  • How do I enable JavaScript?

    These instructions are for Windows or Macintosh operating system browsers. If you are using another operating system, please see your browser's help file for instructions on how to change your settings.

    Internet Explorer

    • From the top menu bar, select Tools and then Internet Options.
    • On the Security Tab, select Internet and click on Custom Level.
    • Scroll down to Scripting, Active Scripting and make sure that it is enabled.
    • Click OK and confirm that you want to change the security settings for this zone.
    • Click OK again.

    Mozilla Firefox

    • From the top menu bar, select Tools and then Options.
    • On the Content tab, select Enable JavaScript.
    • Click OK to confirm your selection.

    Safari

    • From the top menu bar, select Preferences.
    • On the Content tab, select Enable JavaScript.
    • Click OK to confirm your selection.

    After correcting your browser settings, please close your browser for the new settings to take effect.

  • What is a session cookie?

    Some of our tools require the use of session cookies to function and provide you with information tailored to your need. Session cookies reside on the Web browser and have no expiry date. Session cookies remember information only for as long as the visitor operates the Web browser in a single "session" (or "sitting"). A session cookie cannot retrieve information from your hard drive. In other words, anyone who might examine your cookies would not be able to use them to perform information changes on our Web site. Our cookies are not disk-resident (also called persistent cookies). They are stored in your browser only for one session and will be deleted once you close your browser.

  • How do I enable session cookies?

    The following instructions will allow you to turn on session cookies.

    Internet Explorer

    • Select the Tools menu item, then Internet Options.
    • Select the Privacy tab.
      You now have two options depending on how much you want to restrict cookies:
      • Automatic cookie handling
        • Set the slider to "Medium".
        • This should be enough to enable cookies
        • You may also add a site to the Sites list
          • Select “Sites”
          • Enter “csnpe-nslsc.cibletudes-canlearn.ca” without quotes in the "Address of the website:" input box.
          • Select "Allow".
          • Select "OK".
          • Select "OK".
      • Restrict to selective sites
        • Set the slider to "High".
        • Select “Sites”
          • Enter “csnpe-nslsc.cibletudes-canlearn.ca” without quotes in the "Address of the website:" input box.
          • Select "Allow".
          • Select "OK".
          • Select "OK".

    Mozilla Firefox

    • Select the Firefox button at the top left of the browser window or the Tools menu item.
    • Select Options...
    • Change to the Privacy Settings.
    • You now have two options depending on how much you want to restrict cookies:
      • No restriction (recommended)
        • Set "Firefox will:" to "Remember history".
        • Select "OK".
      • Restrict to selective sites
        • Set "Firefox will:" to "Use Custom settings for history".
        • If "Accept cookies from sites" is ticked, it will accept cookies from all sites, if you want to choose which sites to allow cookies for, first untick this.
        • Then Select "Exceptions...".
        • In the "Address of the web site:" enter “csnpe-nslsc.cibletudes-canlearn.ca” without quotes
        • Select "Allow".
        • Select "Close".
        • Select "OK".

    Chrome

    • Select the Chrome menu on the browser toolbar.
    • Select Settings.
    • Select Show advanced settings.
    • In the "Privacy" section, select the Content settings button.
    • In the "Cookies" section, you can change the cookies settings:
      • Allow cookies by default
        • Make sure "Allow local data to be set" is selected to allow both first-party and third-party cookies.
        • If you only want to accept first-party cookies, select the "Block all third-party cookies without exception" checkbox.
      • Keep cookies and site data by default until you quit your browser
        • Chrome will allow sites to keep local data including first-party and third-party cookies and erase them when you exit or quit Chrome.
      • Make exceptions for cookies from specific websites or domains
        • To control how cookies should be handled for a few specific sites or domains, Select Manage exceptions.
        • To add a rule in the Cookie and Site Data Exceptions dialog that appears, follow these steps:
          • Select the "Add a new exception pattern" field and enter the domain name for which you want to create an exception.
            • To create exceptions for an entire domain, insert [*.] before the domain name (e.g. [*.]google.com. This will match drive.google.com and calendar.google.com).
            • You can also specify an IP address, an IPv6 address, or a non-http URL.
          • Use the menu to choose whether the site can set cookies.
            • If you select Clear on exit, its cookies are deleted every time you close your browser.
    • You can also edit or remove exceptions using this dialog.

    Safari

    • Select the "Cog" icon in Safari.
    • Select Preferences.
    • Change to the Security tab.
    • Select "Only from sites I visit" or "Allow". Under “Accept Cookies”
    • Close the dialog using the cross.
  • What is cache?

    A section of a computer's memory that retains recently accessed data in order to speed up repeated access to the same data. Web pages you have visited are stored in your browser's cache directory on your hard drive.

  • How do I clear cache?

    The following instructions will allow you to clear cache.

    Internet Explorer

    • From the top menu (File, Edit, Tools etc.), select Tools, then Internet Options
    • This brings up a dialog with 6 tabs across the top (General, Security, Content...)
    • Click General.
    • Under Temporary Internet Files Click Delete Files (if it appears, check off Delete all offline content then click OK.)
    • Click OK again and this should clear all cached pages.

    Mozilla Firefox

    • From the Tools menu, select Clear Private Data
    • This brings up a dialog. Check Cache and then Clear Private Data Now.
  • Web Analytics

    Web analytics is the collection, analysis, measurement, and reporting of data about Web traffic and visits for purposes of understanding and optimizing Web usage. Information contained in cookies may be used for the purpose of web analytics to remember your online interactions with our website. Your IP address is anonymized prior to being stored on the service provider's servers in order to help safeguard your privacy. The information collected is de-personalized by truncating your IP address.

    NSLSC uses web analytics tools to improve its web site. When your computer requests a NSLSC On-Line Services Web page, our institution collects the following types of information for Web analytics:

    • the originating IP address
    • the date and time of the request
    • the type of browser used
    • the page(s) visited