General, Online Services

Are You Having Difficulties Accessing Your Personal my Social Security Account?

July 1, 2021 • By

Last Updated: August 19, 2021

Are You Having Difficulties Accessing Your Personal my Social Security Account?This is part two of our three-part blog series, “my Social Security 101.” Did you miss the first blog? Please be sure to check it out.

We understand how frustrating it can be when you can’t remember your username or password, or perhaps the answers to your security questions. Fortunately, we have some tips for you to access our online services.

How to Recover Your Username

If you need to recover your username, go to the Sign In page and select “Forgot Username?” under the Username field. You will enter your email address, Social Security number, and date of birth. Then, select “Next” and you will see your username automatically inserted in the Username field for you.

The Second Factor: What You Need to Know

When you registered for a personal my Social Security account, you identified either your email address or cell phone number as your second factor for authentication. Each time you sign in to your account, we send you a one-time security code to either the email address or cell phone number you provided when you registered for your account. You will need access to that second factor as you go through the steps to reset your account password.

What to Do if You Forgot Your Password

If you forgot your password to your personal my Social Security account, you can request a temporary password to gain access. You can go to the Sign In page and select “Forgot Password?” You will then enter your username, Social Security number, and date of birth.

From there, select “Next” and you will be prompted to enter answers to your Password Reset Questions. If you remember your Password Reset Questions, provide the answers in each text box. Confirm your cell phone or email address where you should receive a one-time security code. Please enter the security code you receive, and select the “Submit Security Code,” and you’ll have the chance to update your password. Follow the prompts. You will automatically see the Terms of Service and after accepting the terms, you will be signed in to your account.

What to Do if You Forgot Your Password Reset Answers

If you don’t remember the answers to your Password Reset Questions, select the “I can’t remember my answers” and follow the prompts.

Instructions if Your Second Factor is Your Email
If you registered your email as a second factor, follow these steps:

  • Scroll down and check the “I agree to the Terms of Service” box.
  • Select “Next.”
  • You’ll come to the “Provide Information” page where you’ll enter your mailing address and primary phone number. Please note that we only need your phone number to verify your identity.
  • Select “Mail Temporary Password.”
  • Then, Select “Done” on the next page.

After completing these steps, you’ll receive a letter by mail in 5 to 10 business days. Your letter will contain a temporary password and step-by-step instructions for creating a new password.

When you receive the letter with your temporary password, go to the Sign In page and enter your username and your temporary password. Then, you can:

  • Select “Sign In.”
  • Verify your email address on the following page.
  • Select “Next.”
  • You’ll receive a security code via email—and you’ll enter the security code on the following page.
  • Select “Submit Security Code.”
  • You’ll then create your new password on the next page. Select “Next.”
  • Then, select “Next” again.
  • Scroll down and check the “I agree to the Terms of Service” box.
  • Select “Next.” This will take you to your personal my Social Security account.

Instructions if Your Second Factor is Your Cell Phone

If you registered your cell phone as your second factor, follow these steps:

  • Select “Email Temporary Password.”
  • Check your email for your temporary password.
  • Return to the Sign In page.
  • Enter your username and the temporary password.
  • Verify your cell phone number and check “Next.”
  • Enter the security code you receive on your cell phone.
  • Then, select “Submit Security Code.”
  • You’ll then create your new password on the next page. Select “Next.”
  • Then, select “Next” again.
  • Scroll down and check the “I agree to the Terms of Service” box.
  • Select “Next.” This will take you to your my Social Security account.

In part three of this blog series, we will cover how to change your second factor authentication for your personal my Social Security account.


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About the Author

Darlynda Bogle, Assistant Deputy Commissioner

Comments

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  1. john s.

    I had few encounters with social security platform very bad service needs many improvements regarding pinoychannel

    Reply
  2. Rennie S.

    I have never been so aggravated in my life. Just going through the steps to make an online account should not be like this. I seem to not be a citizen with a SS number. How can this site say that it couldn’t find my information? I’m also trying to verify my identity through ID.me, it is unreal. The local office has been closed since the pandemic, and I just went through a hurricane!!! There has to be a better way.

    Reply
    • Patty

      Hi Rennie. We are sorry that you are having difficulty creating a personal my Social Security account.  You may call us at 1-800-772-1213 (TTY 1-800-325-0778), Monday through Friday, 8:00 a.m. – 7:00 p.m. At the voice prompt, say “helpdesk”; or contact your local Social Security office.  Please look for the general inquiry telephone number at the Social Security Office Locator.  The number may appear under Show Additional Office information.  Please be aware that our call wait times are longer than normal.  We hope this information helps.

      Reply
    • Mike.S

      I called SSI they told me i have to wait 3 months before i can have access to my online account! I have also went through ID.me and sent my info 4 times and all 4 times it said can not ID me i did it on my PC and iPhone.
      The SSI system is horrible and shows zero help for Americans who spent there whole life paying taxes and when we need help they turn there back on us i am outraged and my next steps are to The Governor Congress and my state legislators.

      Reply
      • Patty

        Hi Mike. We are sorry that you are having difficulty creating a personal my Social Security account.  You may call us at 1-800-772-1213 (TTY 1-800-325-0778), Monday through Friday, 8:00 a.m. – 7:00 p.m. At the voice prompt, say “helpdesk”; or contact your local Social Security office.  Please look for the general inquiry telephone number at the Social Security Office Locator.  The number may appear under Show Additional Office information.  Please be aware that our call wait times are longer than normal.  We hope this information helps.

        Reply
  3. Howie G.

    I am trying to get a copy of some information on my ss disability acct. Ive logged on and got to the second phase which involves getting a security code sent via text message to my phone. Ive requested this code at least 5 times throughout the morning and still havent recieved this code. Im getting texts from everybody else while I wait so its not a problem with my phone. Whats up???

    Reply
    • Ann C.

      Hi, Howie. If you are still unable to access an account or encounter a problem with your personal my Social Security account, please call us at 1-800-772-1213 (TTY 1-800-325-0778), Monday through Friday from 8:00 a.m. to 7:00 p.m. At the voice prompt, say “help desk.” We hope this helps.

      Reply
  4. Mindy K.

    This isn’t right every time I try to login to my account it says my account it won’t let me and now I’m blocked out

    Reply
    • Patty

      Hi Mindy.  We are sorry that you are having difficulty accessing your personal my Social Security account.  You may call us at 1-800-772-1213 (TTY 1-800-325-0778), Monday through Friday, 8:00 a.m. – 7:00 p.m.  At the voice prompt, say “helpdesk”; or contact your local Social Security office.  Please look for the general inquiry telephone number at the Social Security Office Locator.  The number may appear under Show Additional Office information.  Please be aware that our call wait times are longer than normal.  We hope this information helps.

      Reply
  5. LEE A.

    THIS WHOLE MY SOCIAL SECURITY ACCOUNT SEEMS TO BE NOTHING BUT A BIG JOKE.THIS IS A VERY POOR SET UP. NO MATER WHAT I DO IT WILL NOT RESPOND.

    Reply
    • Patty

      Hi Lee.  We are sorry that you are having difficulty accessing your personal my Social Security account.  You may call us at 1-800-772-1213 (TTY 1-800-325-0778), Monday through Friday, 8:00 a.m. – 7:00 p.m. At the voice prompt, say “helpdesk”; or contact your local Social Security office.  Please look for the general inquiry telephone number at the Social Security Office Locator.  The number may appear under Show Additional Office information.  Please be aware that our call wait times are longer than normal.  We hope this information helps.

      Reply

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