General, Online Services

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

July 1, 2021 • By

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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. Nicolas

    Dear Sir or Madam:

    I am having trouble accessing “myAcoount.” After recently re-activating my Social Security account on-line (with activation code I received mailed to my home), my access was working fine for a couple of days but thereafter my computer was denied access to the ssa.gov page. I tried it from another computer, and though I was able to see the ssa.gov website –and enter my ID and password (three times), the site rejected my information –and blocked me-out for 24 hours; saying that my information did “not match” your records. I am certain that I provided my ID and password correctly; so I am in a panic. Can I / should I use my (same) activation code again from the other computer? What should I do? …Thank you very much for your help!

    • V.V.

      Hi Nicolas, 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! 

    • James V.

      cannot process your request at this time. Please try again later.”

      This is the message I get for trying to log into my wife’s account (on her behalf) for over a week of trying. I log into my account no problem. Cannot break out of the endless loop even though I entered valid username & password. I’m getting security codes through text and email fine, but the Social Security website has locked out the textbox to type it in. Nuts!!!! Please advise.

      • V.V.

        Hi James, thanks for using our blog. We are sorry to hear about the difficulties your wife is experiencing. If she 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 she enters her username and password using the boxes on the far right. *She does not sign in using login.gov or id.me because she created her account before September 18, 2021.

        If she continues to have difficulties, she 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). 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.

  2. Kaylee R.

    I started my account creation process and was waiting for my one time account activation code to come in the mail; Which by the way, says it will take up to a couple weeks to receive and I did not receive it until about two and a half months later. By the time I finally received it, I had a total of 2 complete days to finish my account creation. When I logged in to Social security.gov/my account, I made it past email and password and got to the second step where it gives you three options to send the 8 digit verification code, 1. Text it to cell phone number. 2. Automated phone call to cell phone. 3. Give the 16 digit number I received when I first started the account creation process.
    So I have a few problems/questions hopefully you guys can help me with so I don’t have to call and wait on the phone for hours just to reach customer service. First, I no longer have access to that phone number, due to personal reasons. Also, that 16 digit number, I don’t recall ever receiving a 16 digit number. IF I did receive one, it was sent to my old phone number that I no longer have. I checked my email and it wasn’t there. I believe it said if you didn’t have access to any of those three options, you could delete your account and start the entire account creation process over. I don’t have the time to start completely over and wait forever and ever for another one time activation code letter via snail mail. Is there any other way for me to access my account without having to delete the one I’ve already started and waited months for my letter in the mail just to complete? Second, I’ve read several places, including in the letter you guys sent inquiring my one time activation code, that it should have also given me the option to send the 8 digit verification code to my email. It did not present that option for me. Can you tell me why? Third, the letter I received in the mail with my one time activation code said that my code expires ON 10/29/21. I wasn’t given much time at all to do all of this, given I only received the letter the evening of the 26th. I’ve been trying to figure out how to even access my account without starting all over just so I could put the activation code in. I’m wondering, today is obviously the 29th, so is my one time activation code no longer able to be used today? Or do I have until the end of today to use it still? Given I figure out how to finish even accessing my account.

    • V.V.

      Hi Kaylee, 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!

  3. Angie R.

    Is there anyway to avoid getting a Code every time I sign in, I have already been verified by your ID. I am very frustrated. I would like to just have to use my user name and password. Being ID verified was hard and annoying enough to go through being Disabled just makes it harder to sign in.

  4. Niru P.

    Hi, I created my social security login through LOGIN.GOV. I was able to access my social security, however, now when I tried to access my social security, after I sign in to login.gov, I get a page on ssa.gov to fill out a form indicating “we need to verify your identity” after completing the input and go to “Next”, I get the following:

    Social Security
    An account has already been created with the information you entered.
    Select the “Sign in to my account” button below to proceed.
    On the next page, enter your username and password or select the “Sign in with LOGIN.GOV” button.

    I can’t get pass this point. Tried many times.

    HELPPPPPPP!

    • V.V.

      Hi Niru, thanks for using our blog. We are very sorry to hear about difficulties you are experiencing. If you continue to have issues, 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.

      • Niru P.

        Thanks. I did call the number you provided and asked for help desk. Person at the helps desk could not help. Could not reset as there is no IT support and the person did not know what to do. I was told to call the toll free number and wait every time I need to access the account information. I was told nothing else can be done.

        Thanks.

        • V.V.

          Niru, we are sorry to hear about the difficulties you are experiencing. If you created your 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 also try calling your local office for assistance. Look for the general inquiry telephone number using our Social Security Office Locator link. We hope this helps.

  5. Claude J.

    What happens if I go through the process and never receive a letter in the mail to reset my password. I can’t remember my password and I can’t get the three reset questions right. But I never receive a letter. This has happened three times now. If I ever get back into my account I will remember my password!!!!!!

  6. Nader A.

    Why am I being asked “Accounts created before September 18, 2021” when I try to sign in to my account?

    • V.V.

      Hi Nader. Thanks for reaching out. 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.

  7. Tommy

    I have my username and password, and every time I submit the code sent to my email and agree to terms it re-directs me back to sign in page again. I’ve tried several attempts and its a continuing cycle….I cannot access my account, and I inputted all correct info….please advise.

    Thanks

    • V.V.

      Hi Tommy, 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.

  8. Susan S.

    I’m trying to make an appt to see a independent Medical examiner through SSI. Can someone give me a number for Roseville, California so I can make that appt. Please.
    9168720114

    • V.V.

      Hi Susan, thanks for reaching out. You can call us at 1-800-772-1213 between 8:00 a.m. – 7:00 p.m. (TTY 1-800-325-0778) 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.

  9. Evelyn M.

    Call every day and stay on appropriately 1-2 hours and no one has answered yet. What do I do?

    • V.V.

      Hi Evelyn, thanks for reaching out. We are sorry  to hear about the difficulties you are experiencing.  You can call us at 1-800-772-1213 between 8:00 a.m. – 7:00 p.m. (TTY 1-800-325-0778) 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.

    • Hagey B.

      Cant get any one to answer the phone at IRS to answer my question. I owe back taxes I make monthly Payments I want to know the entire amount owed to pay them in full

      • V.V.

        Hi Hagey, thanks for using our blog. We are sorry to hear about the difficulties you are experiencing with the IRS; however, they are a completely separate federal agency. You can contact the Internal Revenue Service (IRS) online or by calling their toll free number at 1-800-829-1040. We hope this helps.

  10. Joseph D.

    Why so hard I’m disabled, and cannot figure out this bantor!

Comments are closed.