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Frequently Asked Questions

Does the loan process have you scratching your head? We can help. Our quick, clear answers to your questions can be found on this page. Simply click on any of the questions below and you’ll find the answer you’re looking for. If you can't find the help you need here, please log in to MyAccount or contact us directly at 1-888-430-5176.

Loan Process

We accept, process and consider loan applications from all ranks and branches of active-duty, career-retired and medically retired service members. Military veterans and members of the National Guard and Reserves who have had a previous loan with Pioneer Services are also eligible to apply. If you currently meet those requirements and wish to submit an application, you can apply online or by phone at 1-800-FOR-LOAN.

No. We currently do not accept joint applications for a loan.

Credit history is only one of the criteria used to evaluate each loan request. We look at more than your credit score; we offer loans to military service members because we truly understand the specific challenges that come with military life. Whether you have great credit or are looking for military loans for bad credit, we want to help you get the funds you need.

Loan amounts are based upon amount requested, your credit history and your ability to repay a potential obligation. Unfortunately, we are unable to pre-qualify you, but you may submit an application online or by phone at 1-800-FOR-LOAN (1-800-367-5626).

We consider all possible loan amounts during the evaluation process. If you have additional information not provided on the initial application that would be helpful, please email us at

We currently have a waiting period of 60 days between loans. If it’s been 60 days since your last loan, you may submit a new application online, apply over the phone by calling 1-800-FOR-LOAN, or visit a local office near you. If you’re eligible, and you’re approved for additional funds, we will consolidate any existing loan balance together with the additional funds so that you will only have one loan. See the FAQ “How is my loan origination fee calculated?” on this page in the event of a refinance to understand how that will impact your loan.

Each loan request is evaluated individually. You may apply online or by phone at 1-800-FOR-LOAN.

To find out the current status of your loan application, log in to your active application on our website. This gives you the most up-to-date information regarding your application. You will also receive an email instructing you on what to do to complete your loan request process. We strive to provide the BEST and fastest service possible and will normally respond to you by email within 24 business hours of receiving your completed application and supporting documentation. Response time may fluctuate, however, depending on the volume of applications we receive and seasonal demand.

You will receive confirmation by email once your information has been processed. This usually occurs within a couple of hours, but response time may vary based on seasonal demand.

The best way to get us your requested documentation is to log in to your active application and follow the upload instructions. You can also fax it to us at 1-888-430-5177. We also accept requested documentation via email at However, please do not use email to send confidential or sensitive personal information like Account Numbers or Social Security Numbers, as it is not a secure method of communication.

Your bank information is one of the final requirements necessary to complete the closing process and is needed so we can deposit the loan proceeds. If you do not receive your funds within 48 hours, not including weekends and national holidays, please contact us at 1-888-430-5176.

Depositing your funds into a bank account via ACH may take 24-48 hours. This timeframe may change and does not include weekends or national holidays.

We no longer offer an online prepaid card for disbursing loan funds. However, if you utilized this service in the past for an existing loan, you can manage your account for the card by visiting

An Electronic Funds Transfer, or EFT, allows for your payment to be electronically withdrawn directly from your checking account(s) or, in some cases, from your savings account(s).

Interest Fees And Other Charges

Our interest rates and loan amounts vary from customer to customer. In determining the interest rate or loan amount we consider several factors, including your credit history (based on a consumer credit report), your employment history and your debt-to-income ratio. We do not determine an interest rate or loan amount until you apply and we can look at your entire credit profile.

The Annual Percentage Rate (APR) is the total cost of your loan at an annualized rate.

The loan origination fee is calculated as a percentage of your loan amount. If your loan transaction includes a refinance of an existing loan balance within the first 180 days of when you received that loan, the loan origination fee on the new loan will be calculated as a percentage of the new funds you are receiving. If your refinance occurs after the first 180 days of your existing loan, the origination fee on the new loan will be calculated as a percentage of the total loan amount. The actual percentage of the origination fee may vary depending on your underlying credit profile. You may contact our office to discuss your specific offer should you have any questions.


Pioneer Payments is our payment management system. You can access it through MyAccount by clicking the “Payments” tab. If you need help with enrollment, please visit our enrollment help page.

You can log in to MyAccount any time to view your loan balance and get a payoff quote. You can also call us at 1-888-430-5176 and follow the prompts.

When you apply, we have several repayment options for you to choose from, each with features and benefits designed to help you protect your credit history. These options include:

  • Allotment with a backup electronic funds transfer (EFT) – this is an automatic deduction that comes out of your paycheck. Click here for complete instructions on how to set up or adjust your allotment.
  • Electronic Funds Transfer (EFT) – this is an automatic withdrawal from your checking account. We do not charge any fees for the EFT option selected in the application process. You should contact your bank to determine if they have any transaction fees associated with this type of payment option. If any EFT transaction is returned as insufficient funds you may be charged an insufficient funds fee.
  • Direct Mail Payment – this payment will be in the form of a check or money order as it is not advisable to mail cash payments for security reasons. The mailing address for payment remittance is: PO Box 10487, Kansas City, MO 64171.

If you already have a loan and want to change your payment method, please log in to MyAccount and click on the “Payments” tab, where you can review all your options.

Yes. To set up a payment online, log in to MyAccount and click on the “Payments” tab. You can also make a debit card payment over the phone by calling 1-888-430-5176.

If your allotment was not properly stopped, call First Citizen's Bank at 1-800-351-1911.

Yes. To see your estimated payoff amount, log in to MyAccount and review your account details.

There is no fee for paying your loan off early.

Yes, Pioneer Services has partnered with Western Union to provide Quick Collect Payment Services. Simply contact any Western Union Office, or visit their website at to make a “Quick Collect” payment. If you need your payment credited to your account within 24 hours be sure to specify you are sending urgent same day. Make the Quick Collect payable to “Pioneer Military Lending”. If a code city is requested give code city  “Pioneer” and  state  Missouri (MO) . Need help? Please contact a customer service representative at 1-888-430-5176. 

If you'd like to make an additional payment at any time, log in to MyAccount. You may also mail payments to Pioneer Services, P.O. Box 10487, Kansas City, MO 64171. Please include the last four digits of your social security number with any payments you send in. Payments may also be sent via Western Union Quick Collect (additional fees will apply from Western Union) using the codes provided in the previous question.

Click here for complete instructions on how to set up a new allotment or adjust your current allotment payments.

Yes. To set up a payment online, log in to MyAccount and click on the “Payments” tab.

Transactions appearing as "non-sufficient funds” (NSF) in your account may result in an EFT returned to us. In this event, your account with us will be considered in default if you have not made additional payments to cover the contractual payment that is due.

You committed to make payments to us or our assignee per the “Payment Schedule” of the Federal Truth in Lending Disclosure (your contract). Know that if your bank processes a payment with your banking account, set-up for repayment via EFT (electronic funds transfer), it becomes overdrawn if you don’t have the funds to pay. 

To help you maintain a current active status and ensure all payments have been made, we may reinitiate any withdrawal that is returned for insufficient or uncollected funds as permitted by the NACHA (National Automated Clearing House Association) rules. NACHA is the industry trade association that manages development, administration, and governance of the ACH Network.

General Information

If you need help with enrollment, please visit our help page.

Your Account Number is located in an email from Pioneer Services sent on January 23, 2018, with the subject line “Pioneer Services system upgrade is complete.” If you got a loan more recently, it’s also contained in an email with the subject line “Welcome to Pioneer Services.”

Our customer service representatives are available during the following hours (in Pacific Time):

Monday through Friday: 6 a.m. to 5 p.m.
Saturday: 7 a.m. to 4 p.m.
Sunday: Closed

Our automated phone system, where you can check the status of an open application, check your account balance, make a payment, and more, is available 24/7 at 1-888-430-5176.

If you are trying to access your account or apply for a loan through a mobile device, there is a temporary compatibility issue with our site when using some Android phones. You can still access your account on a desktop or laptop by using the Firefox browser on your Android device. You can also get assistance with applying for a loan or accessing your account by calling 1-888-430-5176.

The Smart Rewards program was discontinued April 29, 2014. If you have questions about existing points, please email and be sure to include the email address used in registration.

You can update your information at any time using MyAccount to ensure your address, phone number and employment information are accurate, keeping your account up to date.

Your loan documents are available to review in MyAccount under the “Accounts” tab.

When applying for a loan, you will set up an application username and password. These credentials are used to check the status of your active application, send in requested information, and finish the loan process by signing your loan documents. If you need to initiate a password reset for your active application, click here.

Once you’ve completed the loan process, you will also be able to enroll or log in to MyAccount, our account management system. You will set up your own login credentials for MyAccount when you enroll. If you need to initiate a password reset for MyAccount, click here.

If you’re trying to access Pioneer Payments through the “Payments” tab in MyAccount, you will first need to register. During registration, you will set up a unique password of your choosing. You can reset that password at any time by clicking the “Forgot your password” link and following the instructions.

For your security, these are all separate login credentials. If you’re having trouble logging in, please contact us at 1-888-430-5176.

Due to system enhancements made on January 22nd, 2018, all customers are required to set up online access to MyAccount. If you were already enrolled before that date, your old username and password will no longer work. For security purposes, you are also required to reenroll if your account has been inactive for more than six months. If you have an active account but can’t remember your password, click here and fill out the required information. We’ll email you a temporary password to help you access your account. If you’re still having trouble, you can give us a call at 1-888-430-5176.

If you’re trying to access Pioneer Payments through the “Payments” tab in MyAccount, you will first need to register. During registration, you will set up a unique password of your choosing. You can reset that password at any time by clicking the “Forgot your password” link and following the instructions.

Your name, social security number and date of birth have to match what already exists in our system. Please use the same data used on your previous application or existing loan. If you still experience the error or are unsure of what information was used previously, please call us at 1-888-430-5176 for further assistance.

In order to protect your privacy, we are prohibited from sharing any of your personal or financial information. Please consult our Privacy Policy for more details. If you would like us to provide information about your account to your spouse or other third party, please send an email or copy of your Power of Attorney to or by fax to 1-888-430-5177 (Power of Attorney forms are generally available on base for free).

We have no control over how quickly individual reporting agencies update their information. You can contact the reporting agency directly and file a dispute with them and they will send that information to us directly where we will report any errors. This is the fastest way to resolve any differences.

If you do not already have a MyAccount login, click here to enroll. You will need to know your Account Number. If you’re missing any of the required information, please call 1-888-430-5176 or email us at

To find out if you have a qualifying event or to start the claim process, please call 1-855-622-9103 and listen to the menu options.

If you no longer want to carry Debt Protection coverage you can call 1-888-430-5176 for assistance.

To comply with the U.S. Patriot Act we must validate the identity of every application. If we are unable to do this as part of the application process, you will need to send us a copy of your photo ID. This is to protect you and your credit.

The 2007 Military Lending Act (MLA) put in place lending restrictions on certain types of loan products, including payday loans, car title loans, and tax refund anticipation loans. This included a 36% Military Annual Percentage Rate (MAPR) cap, inclusive of all finance charges, credit insurance premiums, fees for ancillary products, and any application or participation fees sold in connection with the covered credit. The regulations also restricted mandatory arbitration, required allotments, and prepayment penalties on these products. Effective October 3, 2016, the Department of Defense (DoD) expanded these regulations to include additional types of creditors and credit products, including installment loans like those offered by Pioneer Services, credit cards, and other types of credit. All loans originated by Pioneer Services on or after October 3, 2016 must be in compliance with these regulations. The law applies to a regular or reserve member of the military serving on active-duty, the service member’s spouse, and the service member’s children.  Click here to read more about the Military Lending Act.

Created by the 2007 Military Lending Act, the Military Annual Percentage Rate (MAPR) put in place a 36% Annual Percentage Rate limit for payday loan, car title loans, and tax refund anticipation loans, applicable to active-duty service members and covered dependents. The MAPR included the following costs when calculating interest rate; finance charges, credit insurance premiums, ancillary product fees, and all application/participation fees (with some exceptions). Effective October 3, 2016, federal regulations expanded the MAPR and other MLA provisions to also apply to installment loans, credit cards, and several other types of credit on a prospective basis. Click here to read more about the MAPR.

The SCRA provides various civil/legal protections for individuals entering military service, called to active duty or currently serving in the military. This includes a 6% interest rate cap adjustment on loan obligations that were taken out PRIOR to being called to active duty.

If you are in the National Guard or Reserve and have been called up to active duty, you may be eligible for this temporary reduction in interest rates on your loan obligation while activated. If you were already on active duty when you took out a loan, you do not qualify under the SCRA. Please click here to read more about the act.  For more information, please contact customer service at 1-888-430-5176.