General, Online Services

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

July 1, 2021 • By

Reading Time: 3 Minutes

Last Updated: November 2, 2023

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

Darlynda Bogle, Assistant Deputy Commissioner

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Comments

  1. Chris

    Every time I sign in to ssa.gov I receive the following message:
    “We cannot process your request at this time. Please try again later”. WHY? Forget about calling, been on hold for hours, dropped calls, loop. Awful! Why is SS prohibiting participants from actually accessing their accounts, what does this error message mean and what if anything can be done about it?

    • Chris

      And I DID NOT forget my password or username either.

    • V.V.

      Hi Chris, thanks for using our blog. We apologize for the difficulties you are experiencing with your 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. We hope this helps!

      • Laurie F.

        Vonda, Stop with the ‘pat pre-recorded’ answers! We all call re: the insane login issues related to SS.gov and we are ALL disconnected/dropped after waiting on hold forever! Every ‘member’posting on this site is experiencing the same thing. You state, “If you created a my Social Security account before September 18, 2021, go to http://www.ssa.gov/myaccount and click on Sign In” and then click on “Sign In To My Account” where you enter your username and password using the boxes on the far right.” Your suggestion DOES NOT WORK! Find someone to FIX THIS!

  2. Paul E.

    My wife has tried to login to her SSA account with a temporary password, (which was sent in the mail) multiple times. Each time it fails. She used the “Forgot User Name” link and it populated the ID field then the password from the mail was entered exactly. The response was the information is incorrect. After 3 tries there’s a lockout for 24hrs, then when attempted again it fails then reports the password has expired. She’s gone through this whole process 3 times. Is there any human help that can solve this problem?

    I spent 30 years in IT security so I’m not a novice but can’t help my wife on this one.

    • V.V.

      Hi Paul, thank you for using our blog. We are sorry that your wife is having difficulties accessing her my Social Security online account. We have established a dedicated my Social Security Hotline. To reach this hotline, call 1-800-772-1213, and say “helpdesk” at the voice prompt. The help desk is available to callers between 8:00 a.m. and 7:00 p.m. (Eastern Time). She can also contact her local Social Security office directly. Look for the general inquiry telephone number using our Social Security Office Locator link. We hope this helps! 

  3. Tracey

    I’ve requested my proof of income letter for 2021 FOUR times now by phone & STILL haven’t received it. This wouldn’t be an issue if I could just log in to the website & print it off. I can neither create a new account nor access my existing one. I’ve tried every avenue I can think of–nothing works.

    I called my local SSA office and was told a new password was coming in my email after I was locked out of my account for 3 bad attempts. It never came. But I haven’t been able to access my online SSA.gov account since COVID started. I keep getting 24 hour blocks & having to call the office, requesting that they mail me my proof of income letter that is not coming in the mail. This is a time-sensitive issue & there’s no excuse for not receiving it by now. I first requested it on September 7th; it’s now October 8th.

    Please, please, PLEASE fix your buggy website or tell me why I can’t log in even when I enter the correct username + new passwords I’ve requested.

    • V.V.

      Hi Tracey, thanks for using our blog. We are sorry to hear about the difficulties you are experiencing. You may be able to request a benefit verification letter by using our automated telephone service at 1-800-772-1213. You can conduct the automated services 24 hours a day. At the prompt, indicate that you’re requesting a proof of income letter. 

      For assistance with your my Social Security account, you can call our dedicated my Social Security Hotline. Call 1-800-772-1213, and say “helpdesk” at the voice prompt. The help desk is available to callers between 8:00 a.m. and 7:00 p.m. (Eastern Time). You can also 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! 

  4. Melody

    I have tried getting into ‘my account’ but every time it tells me it sent me a temporary password in email, i get nothing. I wait hours and sometimes days. Nothing. Email is a horrible method and not reliable. I did put my phone in for texts, and that’s how they resent my user name, but it wants an email for pwd. Help?

    • V.V.

      Hi Melody, thank you for using our blog. We are sorry that you are having difficulty accessing your my Social Security online account. We have established a dedicated my Social Security Hotline. To reach this hotline, call 1-800-772-1213, and say “helpdesk” at the voice prompt. The help desk is available to callers between 8:00 a.m. and 7:00 p.m. (Eastern Time). You can also 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! 

      • Charlotte D.

        I tried this and it tells me to call back during regular business hours and it is in fact regular business hours. I’ve been trying to get into my account and every single time I get signed in and try to go to my profile it says no mobile connection and switch to WiFi and I’m on both WiFfi and mobile data. The page it shows that is a game, you can push a button and start playing a game to I need to know if someone is in my account or what is going on but I can’t get anyone to ever answer. I received a letter from Gallagher stating that my personal information was accessed, saying my name, medical diagnosis and claim information was accessed so I’m not sure what is going on but it would really be nice to talk to someone!!!

        • V.V.

          Hi Charlotte, thanks for using our blog. We are sorry to hear about the difficulties you are experiencing with your my Social Security account. For assistance with your account, you may call us at 1-800-772-1213 (TTY 1-800-325-0778) or you can 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!  

          • Laura C.

            Really!! Do you even read the comments. WE HAVE ALL TRIED EVERYTHING!!! IF THERE IS A PROBLEM ADMITT IT, FIT, IT. SEEMS LIKE ARE PERSONAL INFORMATION IS IN DANGER. THANKS GOVERNMENT.

  5. Dom K.

    Created account using Login.gov. Been in the loop forever. After logging in and completed the verification questions, it kept asking me to sign in using Login.gov. Couldn’t get pass it.

    • V.V.

      Hi Dom, thanks for using our blog. We are sorry to hear about the difficulties you are experiencing. If you created a my Social Security account before September 18, 2021, go to http://www.ssa.gov/myaccount and click on “Sign In” and then click on “Sign In To My Account” where you enter your username and password using the boxes on the far right. You do not sign in using login.gov or id.me because you created your account before September 18, 2021.  If you continue to have difficulties, call our dedicated my Social Security Hotline at 1-800-772-1213, and say “helpdesk” at the voice prompt. The help desk is available to callers between 8:00 a.m. and 7:00 p.m. (Eastern Time). You can also 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.

    • Marty

      Having the same login problems as mentioned above. Stuck in a loop. Can’t get pass the verification page. Kept asking me to log on using Login.gov

      • V.V.

        Hi Marty, thanks for using our blog. We are sorry to hear about the difficulties you are experiencing. If you created a my Social Security account before September 18, 2021, go to http://www.ssa.gov/myaccount and click on “Sign In” and then click on “Sign In To My Account” where you enter your username and password using the boxes on the far right. You do not sign in using login.gov or id.me because you created your account before September 18, 2021.  If you continue to have difficulties, call our dedicated my Social Security Hotline at 1-800-772-1213, and say “helpdesk” at the voice prompt. The help desk is available to callers between 8:00 a.m. and 7:00 p.m. (Eastern Time). You can also 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.

  6. JoAnn

    Since I requested a new social security card (which I did receive) I have not been able to access my social security account. I continue to receive the message of Bad Request? And what is this to mean?

    • V.V.

      Hi JoAnn, thank you for using our blog. We are sorry that you are having difficulty accessing your my Social Security online account. We have established a dedicated my Social Security Hotline. To reach this hotline, call 1-800-772-1213, and say “helpdesk” at the voice prompt. The help desk is available to callers between 8:00 a.m. and 7:00 p.m. (Eastern Time). You can also 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! 

  7. James

    Tried twice to have a temporary password mailed to me. Nothing is showing up. suggestions?

    • V.V.

      Hi James, thank you for using our blog. We are sorry that you are having difficulty accessing your my Social Security online account. We have established a dedicated my Social Security Hotline. To reach this hotline, call 1-800-772-1213, and say “helpdesk” at the voice prompt. The help desk is available to callers between 8:00 a.m. and 7:00 p.m. (Eastern Time). You can also 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! 

  8. John L.

    All the above.
    Also- I.D. me site. Wont accept my driver license photos.
    Trying for 3 days to get a simple copy of 1099 / 2021 Form trying to set up a my account.
    TOTALLY USELESS.
    Back to snail mail in 2021. Disgusting. use your vaulted web flunkies. Rotten websites.

    • Jessica C.

      Same exact problem. Tried for days. Can’t get through with the other either, login.gov. Very stressful. I created my account years ago, used it once maybe. No longer have that email or phone # and I’m basically out of luck I guess, idk what else to do. Frustrated beyond belief.

      • V.V.

        Hi Jessica, thanks for reaching out. We are sorry to hear about the difficulties you are experiencing. If you created a my Social Security account before September 18, 2021, go to http://www.ssa.gov/myaccount and click on “Sign In” and then click on “Sign In To My Account” where you enter your username and password using the boxes on the far right. You do not sign in using login.gov or id.me because you created your account before September 18, 2021.  If you continue to have difficulties, call our dedicated my Social Security Hotline at 1-800-772-1213, and say “helpdesk” at the voice prompt. The help desk is available to callers between 8:00 a.m. and 7:00 p.m. (Eastern Time). You can also 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.

    • V.V.

      Hi John, thanks for using our blog. We are sorry to hear about the difficulties you are experiencing. Check out our Frequently Asked Questions web page on how to obtain a replacement 1099. You also may be able to request a replacement SSA-1099 by using our automated telephone service at 1-800-772-1213. You can conduct the automated services 24 hours a day. At the prompt, indicate that you’re requesting a replacement SSA-1099.

      If you continue to have difficulties with your my Social Security account, call our dedicated my Social Security Hotline at 1-800-772-1213, and say “helpdesk” at the voice prompt. The help desk is available to callers between 8:00 a.m. and 7:00 p.m. (Eastern Time). You can also 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.

       

       

  9. William M.

    Created a new sign in with Login.gov to sign in to ssa and i keep getting caught in a loop. It keeps taking me to the terms page.I enter all info name ss# address as before and hit next and it tells me to go to login ,either by user name or by Login.gov.I used sign in by user name and it say’s i can’t use the email as a user name and this is how i signed up.So i click singin by Login.gov but it keeps me in the loop instead of signing me into ssa.
    Very frustrating.
    What is going on?

    • K.REED

      I am having the same issue. I sent a report of this to ssa by email yesterday. Haven’t recieved a response.

      • Scott

        Please let us know if you get a response. I’m having the same problem.

        • V.V.

          Hi Scott. If you created a my Social Security account before September 18, 2021, go to http://www.ssa.gov/myaccount and click on “Sign In” and then click on “Sign In To My Account” where you enter your username and password using the boxes on the far right. You do not sign in using login.gov or id.me because you created your account before September 18, 2021.  If you continue to have difficulties, call our dedicated my Social Security Hotline at 1-800-772-1213, and say “helpdesk” at the voice prompt. The help desk is available to callers between 8:00 a.m. and 7:00 p.m. (Eastern Time). You can also 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.

      • V.V.

        Hi K. Reed, thanks for using our blog. We are sorry to hear about the difficulties you are experiencing. If you created a my Social Security account before September 18, 2021, go to http://www.ssa.gov/myaccount and click on “Sign In” and then click on “Sign In To My Account” where you enter your username and password using the boxes on the far right. You do not sign in using login.gov or id.me because you created your account before September 18, 2021.  If you continue to have difficulties, call our dedicated my Social Security Hotline at 1-800-772-1213, and say “helpdesk” at the voice prompt. The help desk is available to callers between 8:00 a.m. and 7:00 p.m. (Eastern Time). You can also 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.

    • Greg C.

      Same here, please let us know if there is any solution.

      • V.V.

        Hi Greg. If you created a my Social Security account before September 18, 2021, go to http://www.ssa.gov/myaccount and click on “Sign In” and then click on “Sign In To My Account” where you enter your username and password using the boxes on the far right. You do not sign in using login.gov or id.me because you created your account before September 18, 2021.  If you continue to have difficulties, call our dedicated my Social Security Hotline at 1-800-772-1213, and say “helpdesk” at the voice prompt. The help desk is available to callers between 8:00 a.m. and 7:00 p.m. (Eastern Time). You can also 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.

    • V.V.

      Hi William, thanks for using our blog to reach out. We are sorry to hear about the difficulties you are experiencing. If you created a my Social Security account before September 18, 2021, go to http://www.ssa.gov/myaccount and click on “Sign In” and then click on “Sign In To My Account” where you enter your username and password using the boxes on the far right. You do not sign in using login.gov or id.me because you created your account before September 18, 2021.  If you continue to have difficulties, call our dedicated my Social Security Hotline at 1-800-772-1213, and say “helpdesk” at the voice prompt. The help desk is available to callers between 8:00 a.m. and 7:00 p.m. (Eastern Time). You can also 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.

  10. Raul

    Why when I check my disability status application said is approved but when I called said still in medical process?

    • V.V.

      For your security, Raul, 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 for assistance or you can 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.

Comments are closed.