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. Raul

    I have a pending claim for social security benefits. Up to a month ago, I was able to see my claim status on my Social Security online account on both, my Mac Pro Notebook and my iPhone. About a month ago, I stop seen it on my laptop but was able to see it on my iPhone. When I access my Social Security online account, Individual Services Overview, everything comes up fine but my claim status isn’t there. As it opens, something goes to my downloads, but when I go there, the file sent from the page to my downloads is empty. About 2 weeks ago the same issue started to happen with my iPhone. Please help.

    Reply
    • Ann C.

      Hi, Raul. For your security, we do not have access to private information in this venue. We ask that members in our Blog community work with our offices with specific questions. You can call us at 1-800-772-1213, Monday through Friday, between 8:00 a.m. and 7:00 p.m., for assistance. Generally, you will have a shorter wait if you call later in the day. You can also contact your local Social Security office. We hope this helps.

      Reply
  2. Donald L.

    Hello, I trying to log onto the “My Social Security ” . I keep getting this error “Hmmm…can’t reach this page”. I have tried using different browsers with the same error message. I ran windows network diagnostics and it says (www.ssa.gov) is not responding. I tried a different computer and still can’t get site to load. Please help.

    Reply
    • Ann C.

      Hi, Donald. We are sorry to hear you have been having trouble logging into your personal my Social Security account. For your security, we do not have access to private information in this venue.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
  3. jesus A.

    Been trying to login to my account to report representative payee accounting for the past 3 day with no luck, the security code is not being delivered via text and spent nearly an hour on the phone on hold just to loose connection.

    Reply
    • Herbert H.

      I don’t use email much and don’t have a computer. How do I reset or change my email address?

      Reply
      • Vonda

        Hi Herbert, thanks for using our blog. Check out our Blog: How to Change Your Second Factor Authentication for Your Personal my Social Security Account. If you still need assistance, we have established a dedicated my Social Security Hotline to assist with your account issues. 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. We hope this is helpful.

        Reply
    • Vonda

      Hi Jesus, thanks for reaching out. We are sorry to hear about the difficulties you are experiencing with your my Social Security account. For assistance with your account, you may also call your local Social Security office. Look for the general inquiry telephone number at the Social Security Office Locator. The number may appear under Show Additional Office Information. We hope this helps!  

      Reply
  4. Monika

    I’m frustrated–it seems that I am only able to view my online account information during certain business hours??!! That seems crazy. It should be an online portal that I can view my statements 24/7. Instead when I try to log in, it tells me that is not available and gives me a schedule of hours…M-F, weekend. hours, and not during federal holidays? SAY WHAAAATTT???!! This is the internet… who has an online portal that closes? My website is available 24/7–not just when I have office hours.

    Reply
    • Vonda

      Hi Monika, thanks for using our blog. We apologize for any inconvenience that may have caused. Due to scheduled systems maintenance, some of our Online Services are unavailable during certain times.

      Reply
  5. Asia L.

    I and my daughter have been trying to get a copy of here social security card and once we put in the info for her it says we have been locked out because info font match

    Reply
    • Vonda

      Hi Asia, thanks for using our blog. We are sorry to hear about the difficulties your daughter is experiencing with her my Social Security account. For assistance with her account, she may call us at 1-800-772-1213 (TTY 1-800-325-0778) or she can call her local Social Security office. Look for the general inquiry telephone number at the Social Security Office Locator. The number may appear under Show Additional Office Information.

      Check out our Frequently Asked Questions web page on how to apply for a replacement Social Security card. All submitted documents must be either originals or certified copies by the issuing agency. We cannot accept photocopies or notarized copies of documents.

      Our Social Security and Coronavirus web page, under “Social Security Numbers and Cards” heading, provides details on the documents you need to mail in with your Social Security card application to get a replacement card. We temporarily expanded our policy to accept secondary identity documents. Contact your local Social Security office or your local Social Security Card Center to find out your submission options. We hope this helps!

      Reply
  6. Michele F.

    What do I do if the email address I signed up with and the cell phone number I used are both defunct? The site already has me registered and I don’t have a record of my user name or password.

    Reply
  7. Marilyn T.

    on page: enter your authentication app code:

    where and how do I get this security code?

    Reply
    • Vonda

      Hi Marilyn, thanks for using our blog. You will receive your second factor authentication code via an email or a text message enabled cell phone number. When you registered for an account, you chose how you wanted to receive the code. You can check out our blog How to Change Your Second Factor Authentication for Your Personal my Social Security Account.

      If you still need assistance, we have established a dedicated my Social Security Hotline to assist with your account issues. 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. We hope this helps.

      Reply
  8. steve t.

    trying to sign my social security papers last page wont come up to sign and send

    Reply
    • Vonda

      Hi Steve, thank you for using our blog. On the Overall Summary page, at the very bottom, is the electronic signature box and the Submit Now button. If you continue to have difficulties, please contact your local Social Security office. Look for the general inquiry telephone number at the Social Security Office Locator. The number may appear under Show Additional Office Information. We hope this information helps.

      Reply
  9. Johnson

    oh this is bs, why do we have to do this crap, our folks did not do this to get there benefits. just send me my check. I did this 2 years ago since then Ive never got into “MY ACCOUNT” it wont let me, Ive Moved twice since then, never got in to change my address or any thing I need my check, Im running out of time, Ill be 65 in a month and a half. have no place to live, Im in my car trynig to live, and pissed off coz this is not working worth a damn

    Reply
    • Vonda

      Hi Johnson, thank you for using our blog. We are sorry that you are having difficulty accessing your my Social Security online account. You can call Social Security and speak to a representative. To reach a representative, call 1-800-772-1213 between 8:00 a.m. and 7:00 p.m. (Eastern Time) or you can contact your local Social Security office directly. Look for the general inquiry telephone number using our Social Security Office Locator link. We hope this helps! 

      Reply
  10. Holley

    I have new email n cannot access the old how can I reset everything I can’t log in

    Reply
    • Vonda

      Hi Holley. Thanks for your question. If you have a new email address, check out our Blog: How to Change Your Second Factor Authentication for Your Personal my Social Security Account. If you still need assistance, 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. (Eastern Time). 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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