Why Your PSLF Qualifying Payments Aren't Counting (and How to Fix It)

• If your PSLF payment count is incorrect, it’s likely due to delays from the MOHELA transfer to StudentAid.gov. Payment updates are still being processed and may take several months.

• You can challenge incorrect payment counts by submitting a PSLF Request for Reconsideration through StudentAid.gov. Do this within 90 days of receiving your PSLF decision letter.

• Only payments made under a qualifying repayment plan count toward PSLF. These include the SAVE Plan, IBR, PAYE, ICR, and the 10-Year Standard Plan.

You’re frustrated because your PSLF qualifying payments aren’t counting, and no one can tell you why. You’ve called the Education Department, talked to your servicer, and it feels like you’re getting the runaround.

And now, with a new administration openly discussing dismantling the U.S. Department of Education and rolling back forgiveness programs, it feels like the progress you’ve worked so hard for could be taken away.

But here’s the truth: your payments still count, and there’s a clear process to make sure they’re corrected.

This guide will help you check your payment count, fix errors, and stay on track — so you don’t lose the progress you’ve earned.

Here are some of the reasons your PSLF payment count might be lower than you expected:

There may be servicing delays. The July 1, 2024 transfer from Missouri Higher Education Loan Authority, called MOHELA, to StudentAid.gov has caused payment update delays. Payments made before or during this transition may still be processing.

Employer Eligibility Issues

• Employer Not Eligible: Only government agencies and nonprofits qualify. Private employers don’t, even if you perform public service work. Exceptions apply for some medical professionals in California and Texas. Related: Does Kaiser Qualify for PSLF?

• Incomplete Employment Certification: If you haven’t submitted a PSLF Form for every period of eligible employment, payments may be missing from your count.

Loan Eligibility Issues

• Non-Qualifying Loans: Only Direct Loans qualify. FFEL, Perkins, and HEAL loans must be consolidated into a Direct Consolidation Loan first.

• Parent PLUS Loans: You have to consolidate these loans to make them qualify, as they aren’t automatically eligible for income-driven repayment plans.

• Consolidation Confusion: Payments you made before you consolidated may not carry over unless restored through the one-time account adjustment.

Repayment Plan and Payment Timing Errors

• Non-Qualifying Repayment Plans: Payments must be made under an IDR plan (SAVE, IBR, PAYE, or ICR) or the 10-Year Standard Plan.

• Payments Made Before PSLF Existed: Only payments made after October 2007 count toward forgiveness.

Other Common Errors

• Working Fewer than 30 Hours per Week: You must work full-time (30+ hours) or combine part-time jobs to meet the requirement.

• Non-Qualifying Loan Status: Payments made during deferment, forbearance, grace period, default, or bankruptcy generally don’t count. But the PSLF Buyback Program may allow you to regain credit for some periods.

Note: The PSLF Buyback appears to be “unofficially” on hold for processing as of January 10, 2025.

Here’s how to view your progress in the updated PSLF system.

• Log into StudentAid.gov: Use your FSA ID to sign in. If you’ve never logged in before, you’ll need to create an account, which may take a few days to verify.

• Access the PSLF Tracker: Once you’re logged in, look for the “Track Your PSLF Progress” link under Quick Links. This page will display a progress bar showing the number of eligible payments you’ve made and how many are remaining toward PSLF forgiveness.

• Check Your Payment Summary: Click “Show Payment Summary” below the progress bar to get a detailed breakdown of your qualifying payments. This section will only reflect payments tied to periods where your Employment Certification Form has been submitted and processed.

• Review Your Month-by-Month Payment History: For a detailed view, select “Payment History.” This will display each month’s status as a (1) Closed Green Circle: Counted as a qualifying monthly payment; (2) Open Green Circle: Employment not certified yet but potentially qualifying; and (3) Closed Red Circle: Payment not qualifying (e.g., missed payment, in-school deferment, or non-qualifying loan status).

Note: The PSLF tracker currently displays a message stating payment counts may not be fully updated due to the July 2024 processing pause. The Department of Education expects updates through late 2024, so check back periodically for adjustments.

If your PSLF payment count looks wrong, follow these steps to fix it:

1. Step 1 – Log in to StudentAid.gov: Go to My Aid > PSLF Payment Tracker. Review your PSLF qualifying payment count and employment history.

2. Step 2 – Identify the Issue: Look for missing payments, employment gaps, or payments labeled as non-qualifying. Confirm that your loans are Direct Loans — other federal loans need to be consolidated before they count.

3. Step 3 – Check Your Employment Certification: Ensure you’ve submitted a PSLF Form for every period of public service work. If not, use the PSLF Help Tool on StudentAid.gov to submit or update your form.

4. Step 4 – Confirm Loan Consolidation: If you recently consolidated loans, payments you made before you consolidated might not appear in your count. Verify whether those payments should be restored under the one-time account adjustment.

5. Step 5 – Request a Payment Audit: If you spot errors, call StudentAid.gov and request a manual payment audit. Keep a record of the call, including dates, case numbers, and representative names.

6. Step 6 – Submit a PSLF Reconsideration Request (if needed): If your payments were miscounted or denied, file a Request for Reconsideration on StudentAid.gov within 90 days of receiving your PSLF decision letter.

7. Step 7 – Keep Making Payments: Continue making qualifying payments while your payment count is under review to avoid disruptions.

8. Step 8 – Follow Up and Escalate If Needed: If you don’t get a clear resolution, you can file a complaint with the Student Loan Ombudsman for formal dispute resolution.

Tip: Keep digital copies of all submitted forms, communications, and confirmation emails for your records. This helps protect you if issues arise later.

The PSLF Request for Reconsideration allows you to formally challenge your qualifying payment count if you believe payments were undercounted, misclassified, or denied in error. It’s designed to give borrowers a way to correct mistakes that can’t be fixed through routine servicing updates.

Reasons You Might Qualify for Reconsideration

• Your payments were incorrectly excluded after the MOHELA to StudentAid.gov transfer.

• Your ECF Form was denied despite you working for a PSLF qualifying employer.

• You consolidated your loans, but the payments you made before you consolidated should count under the one-time account adjustment.

• Your loan status was misclassified, excluding payments you made while eligible.

How to Submit a PSLF Request for Reconsideration

You can submit a reconsideration request on the Federal Student Aid site.

Log in, explain the error clearly, and include supporting documents such as your PSLF Form, loan payment history from your servicer, and copies of any PSLF decision letters showing your current payment count. This includes letters from previous student loan servicers like MOHELA and FedLoan Servicing.

Deadlines to Keep in Mind

• If your PSLF decision letter was issued before July 1, 2023, the reconsideration deadline was December 29, 2023.

• If your letter was issued after July 1, 2023, you have 90 days from the date on the letter to submit your request.

If you’ve submitted a PSLF Request for Reconsideration and you’re still not getting answers, it can feel like you’re stuck in a never-ending loop of delays and setbacks. You’ve done everything right, yet you’re still waiting — sometimes for months — only to receive unclear or incomplete responses.

If that happens, here’s what you can do next:

• Contact the FSA Ombudsman: The Ombudsman’s office can escalate issues with your PSLF payment count. But their responses can often feel generic or unhelpful, so it shouldn’t be your final step if you’re not getting clear results.

• Reach Out to Your Congressional Caseworker: Every congressional office has staff dedicated to helping people deal with federal agencies. A caseworker can submit a status check on your behalf and get updates from the Department of Education. Visit your congressperson’s website and look for a Help with Federal Agency link to submit a request.

• Connect with Other Borrowers: Large groups on Reddit and Facebook are filled with borrowers sharing real-time PSLF updates, strategies, and results. These communities can be helpful for understanding patterns and next steps.

• Consider Professional Help: A student loan lawyer can help apply direct pressure. For example, I work directly with the FSA Ombudsman, scheduling meetings where we walk through each client’s case and get a personal response from a live representative — though even this process takes time.

These steps won’t guarantee immediate results, but they help keep pressure on the system and ensure your concerns are heard.

Related: Who Can I Talk to About Student Loan Forgiveness?

You’re doing everything you’re supposed to — making payments, submitting forms, following the rules. Yet your PSLF qualifying payments still aren’t counting. It feels unfair, like the system is working against you.

The truth is, you’re not the problem. Servicing delays, lost records, and confusing policies have kept thousands of borrowers from getting the credit they’ve earned.

You don’t have to keep chasing answers alone. Our student loan experts can help you challenge errors, correct your payment count, and make sure you’re on track for forgiveness.

Book a call today — let’s get this fixed.

Related Readings:

• How Long Does PSLF Take to Process?

• Do All Nonprofits Qualify for Student Loan Forgiveness?

• When Will IDR Adjustments Be Made?