Making Student Loans Easier

Servicing Your Nova Scotia Student Loan
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Registration / Sign On FAQ

Where can I find my Nova Scotia Student Loan Number?Top

Your Nova Scotia Student Loan Number can be found either on the subject line or on the upper right corner of any letter we have sent you about your loan.

I don't have my Nova Scotia Student Loan Number. What do I do?Top

If you cannot find a copy of your Welcome letter or other correspondence, Contact Us .

Once we have verified your identity, we will be able to provide you with your Nova Scotia Student Loan Number.

How do I choose a Username for Resolve On-Line Services?Top

 No matter which Username you choose, make sure that it is easy to remember, since you will need it each time you sign on.

If your first selection is already in use, we will generate additional suggestions for you.

Your Username can contain both letters and numbers. It must be between 8 and 30 characters long.

How do I choose a Password?Top

You should choose a Password that will be easy for you to remember, but hard for anyone else to guess.

Do not pick your name, your address, or anything else that someone might be able to determine by looking at your identification.

Your Password must be 8 characters long. It must contain at least one upper case character, one lower case character and one number. Keep it secure. Don't tell your Password to anyone.

I forgot my Password. What do I do?Top

To retrieve your Password, simply follow the steps listed in Forgot Your Password .

You will be prompted to answer the three secret questions you selected when you registered for Resolve On-Line Services.

If you answer your three secret questions correctly, your Password will be restored.

I forgot my Username. What do I do?Top

If you forget your Username, you must reconfirm your identity by repeating your Registration .

You must reconfirm your identity to ensure that only you are granted on-line access to your Nova Scotia Student Loan information.

I tried to register several times and now I'm locked out.
How do I access Resolve On-Line Services?
Top

You may make four attempts to register for access to Resolve On-Line Services. If you don't succeed, you will be prevented from accessing the system.

If you are locked out, ContactUs for assistance.

I tried to sign on, but it didn't work.Top

If you have forgotten your Password, you may retrieve it by answering your Secret Questions .

If you have forgotten your Username, you must reconfirm your identity by repeating your Registration .

If you believe that the Username and Password you entered was correct, ContactUs immediately .

If none of these situations apply, refer to our Technical FAQ or Contact Us .

On-Line Services FAQTop

Am I eligible to use Resolve On-Line Services?

 Your eligibility for Resolve On-Line Services depends on the Nova Scotia Student Loan(s) you hold.

If you were receiving Nova Scotia student loans or if you entered repayment of your student loan on or after November 1, 2007, your loan is administered by Resolve and you are eligible for Resolve On-Line Services.

Nova Scotia Student Loans received before October 31, 2007 are administered by your lending institution and are not covered by Resolve On-Line Services.

Some of my Nova Scotia Student Loans are administered by Resolve, but the rest are administered by my lending institution. Can I use Resolve On-Line Services?Top

Yes, but remember that Resolve On-Line Services can only provide information about Nova Scotia Student Loans administered by Resolve.

If you hold any Nova Scotia Student Loans that are administered by a lending institution, you will need to contact your lending institution for information about those loans.

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

You can use Resolve 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 page(s) that may have been stored on the computer's hard drive. For more information, visit Security and Privacy .

I signed on to Resolve On-Line Services just before the hours of service ended. Why can't I view my Nova Scotia Student Loan information?Top

 Resolve On-Line Services are not available 24 hours a day due to daily maintenance requirements.

Resolve's database is unavailable after service hours. Even if you are still signed on when the hours of service end, the database will not accept your requests for information or updates to your account.

To view your local hours of service for Resolve On-Line Services, see BeforeáYouáStart .

The hours of service ended while I was changing my address. Did Resolve accept my changes?Top

 Even if you have already signed on to Resolve On-Line Services, any information you submit after hours will not be accepted.

You must resubmit your updated address during Resolve On-Line Services Hours of Service .

My session timed out before I finished changing my address/Password. Did Resolve accept my changes?Top

No. Your changes will not be accepted unless you press the "Submit" button during an active session. If you did not receive an acknowledgement notice your changes were not accepted.

Does Resolve change my address with my lending institution, Nova Scotia Students Finance, or any other loan provider?Top

To protect your privacy, Resolve will not share any information you submit without your consent. Therefore, you must also update your address with your lending institution, Nova Scotia Students Finance, or any other loan provider you may have.

I would like to update my bank account number/change my monthly payment amount. Can I do it on-line?Top

Yes. You can use Resolve On-Line Services to change your payment amount and loan term. You can also print out a PDF form to complete and provide us with new bank account information for your student loan payments. Check out the “Do More” menu on the left after you Sign On to view more services and options.

Security FAQTop

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

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

For more information, visit Security and Privacy I think someone has stolen my Username or Password. How do I lock them out of my account?Top

If you suspect that an unauthorized user may be able to gain access to your account, Contact Us immediately.

How does Resolve ensure the security of Resolve On-Line Services?Top

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

Resolve On-Line Services uses 128-bit SSL encryption to protect your information. 128-bit SSL encryption is the most secure form of encryption commonly available in North America. It protects information by verifying the identity of the parties on both ends of the Internet connection before confidential information is exchanged.

In order to ensure that only you are granted on-line access to your Nova Scotia Student Loan information, Resolve requires that you verify your identity by confirming your full name, Social Insurance Number (SIN), date of birth, and Nova Scotia Student Loan Number.

Resolve takes measures to protect the transmission of this information, and it will not share any information submitted for registration without your expressed consent.

For more information about privacy and security for Resolve On-Line Services, visit Security and Privacy .

Technical FAQTop

How will I know if my browser supports 128-bit encryption?Top

You can check your browser's level of encryption by following these steps:

Internet Explorer

  • Go to the Help menu and select About Internet Explorer.
  • A box will appear showing browser's Cipher Strength (level of encryption).
  • If 128-bit appears to the right of Cipher Strength then your browser supports 128-bit encryption.

Mozilla Firefox

  • All versions of Mozilla Firefox support 128-bit encryption.
What if my browser doesn't have 128-bit encryption?Top

If your browser doesn't support 128-bit encryption you can download the appropriate patch from the Microsoft (Internet Explorer) Web site.

How do I know if my browser is JavaScript-enabled?Top

Your browser can probably read JavaScripts. If it can't, you will have to download a newer version at the Microsoft (Internet Explorer) or Mozilla Web sites.

To verify that your browser is JavaScript-enabled, follow these steps:

Internet Explorer

  • Go to the Tools menu and select Internet Options.
  • Select the Security tab and click the Custom Level button.
  • Ensure Active X Controls are enabled.

Mozilla Firefox

  • Go to the Tools menu and select Options
  • Select the Content panel. There is a checkbox to Enable Java.
What is a session cookie?Top

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?Top

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

Internet Explorer 5

  • Click on the Tools menu item, then Internet Options.
  • Select the Security tab.
  • Click on the Internet icon in the Web content zone box.
  • Click on the Custom Level button.
  • A Security Settings window will open.
  • Scroll down until you find Cookies.
  • Under Allow per-session cookies, make sure that Enable is selected.
  • Click OK.
  • The Security Settings window will close.
  • Back in the Security tab, click on Apply and on OK.

Internet Explorer 6

  • Click on the Tools menu item, then Internet Options.
  • Select the Privacy tab, then click on the Advanced button.
  • Select the Override automatic cookie handling option, then select the Always allow session cookies option.
  • Click OK.
  • The Advanced Privacy Settings window will close.
  • Back in the Privacy tab, click on Apply and on OK.

Mozilla Firefox

  • Go to the Tools menu and select Options
  • Select the Privacy panel
  • Under the 'Cookies' section, ensure that 'accept cookies from sites' is checked. This will allow cookies globally.
What is cache?Top

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?Top

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.


Firefox

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

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.

Resolve On-Line Services uses web analytics tools to improve its web site. When your computer requests an Resolve 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



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