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

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  1. Heather

    I had a MySSAaccount but I forgot my username how do I go in and retrieve my username from an email that I don’t have anymore

    Reply
  2. Linda L.

    I was not allowed to create my social security account on your website. So I called SSA and talked to a represent on phone. After a few seconds check on her computer, she told me that I had “credit” problem that I was not allowed to create my social security account… I asked what does that even meant? People with bad credit are not allowed to use SSA online service? During this pandemic situation? Not to mention that I haven’t used any credit card and don’t have any credit debt for longer than 15 years. She said there’s nothing more she can do for me.

    I believe my computer has been hacked years ago and I did a stupid thing which saved all my personal information and all account ID and passwords with most governmental and school website… I think I might be a victim of ID theft. And my ID might have been exposed to public by the hackers (ID thefts.) There might be a lot of perpetrators trying to open an account with my ID…

    So may I ask how I can fix the problem so I can create an account with SSA since the phone represents won’t be able to solve my problem? Thank you!

    Reply
    • Vonda

      Hi Linda, thanks for using our blog. You can choose to block electronic access to your Social Security record. When you do this, no one, including you, will be able to see or change your personal information on the Internet or through our automated telephone service. If you block access to your record and then change your mind in the future, you can contact Social Security and ask us to unblock it.

      If you choose to block access, please call us at 1-800-772-1213 for assistance or you can call 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 information helps.

      Reply
  3. john p.

    i cant login in forgot the answers to the questions need get the answers or reset them need update my address and phone number

    Reply
  4. Kilah

    Im trying to get into my account i dont know if when i lost my wallet someone was able to steal my social account because its easy to di all they need is my social card but i cant log in even though my information is correct, im worried because i dont want no one making my background or credit bad and the office im by is closed and ive been on hold for hours

    Reply
    • Vonda

      Hi Kilah, 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, you can 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.

      Reply
  5. Joyce a.

    Need someone to contact me or go to an office for assistance

    Reply
    • Vonda

      Hi Joyce, thanks for reaching out. You can speak to a Social Security representative by calling us at 1-800-772-1213 (TTY 1-800-325-0778) between 8:00 a.m. – 7:00 p.m. business days 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. We hope this information helps.

      Reply
  6. Griffin A.

    I can’t create a my social security account because I live in Germany and it says I need a US account.

    Reply
    • Vonda

      Thanks for the question, Griffin. At this time you must have a U. S. mailing address to create or access your online account. The “my Social Security” authentication system requires address verification as one of the essential criteria for issuing an account. People with APO/FPO/DPO addresses can create an account overseas, but our system does not support registration and account creation for users with a foreign address yet.

      We recommend that individuals living outside the United States contact the nearest Federal Benefit Unit in the area for any assistance related to Social Security programs and benefits. Also, our Office of International Operations home page provides more information to assist our customers living abroad.

      Reply
  7. Lawrence J.

    I log in with Login.gov, it sends me to a page that says
    “You must be able to verify some information about yourself and:
    – Have a valid email address;
    – Have a Social Security number;
    – Have a U.S. mailing address; and
    – Be at least 18 years of age.”

    I enter this information, and it says
    “An account has already been created with the information you entered.”

    I go back to Signon with Login.gov and it says:
    “You are already signed in with the following email:”

    Endless loop, I cannot do anything else, nor get to any page that says anything about my Social Security… How do I get in????

    Reply
    • Vonda

      Hi Lawrence, 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.

      Reply
  8. Debra M.

    I’m having problems with getting into my account. When I try to log-in my husband information keep coming up. I have my password and everything it keep taking me to the same pages. I complete the information page with my information but somehow my husband name and things come up. please help!!!

    Reply
    • Ann C.

      Hi, Debra. For your security, we do not have access to private information in this venue. If you are still unable to create 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
  9. kevin S.

    i tried many times to get in my account it says please try again laterand i cant get in my account at all please help

    Reply
    • Ann C.

      We are sorry to hear you have had difficulty accessing your account, Kevin. If you are still unable to create anaccess your 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
      • Patricia R.

        What if you have a phobia of making phone calls? I can’t make calls
        I need to change my address but I’m unable to login to my account.
        I need help

        Reply
    • dawn m.

      how do i reset and start over. my account

      Reply
      • Ann C.

        Hi, Dawn. If you are still unable to access your 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
  10. James H.

    I have tried multiple ways and suggestions to get into my My Social Security acct online since June 1 2021 This email is a suggestion on help desk to create new account with new email o boy what a snafu. James Hager

    Reply

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