Are You Having Difficulties Accessing Your Personal my Social Security Account?
Reading Time: 3 MinutesLast Updated: November 2, 2023
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.
Did you find this Information helpful?
Tags: my Social Security, my Social Security account, social security, Social Security benefits
See CommentsAbout the Author
Darlynda Bogle, Assistant Deputy Commissioner
Darlynda Bogle, Assistant Deputy Commissioner
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Kerry d.
I cannot get the code to sign on to My SSA account
V.V.
Hi Kerry, thanks for using our blog. We apologize for any inconvenience in accessing your my Social Security account. We are aware of some user difficulties and are working on them at this time. We encourage you to continue using our online services and appreciate your patience as we work to get it resolved.
Jade
This is so frustrating to unable to receive the security text via your cell phone. They need to do an overhaul of the whole online system to be more effective, efficient, and easy to use. They need to change their whole IT team! Their IT teamis behind time and needs to be upgraded. I am on the phone for two hours and more, still waiting o be connected.
Debbie K.
Having exact same issue! Get in a never ending loop and I’m not receiving text codes! UGGGG
V.V.
Hi Debbie, thanks for using our blog. We apologize for any inconvenience in accessing your my Social Security account. We are aware of some user difficulties and are working on them at this time. We encourage you to continue using our online services and appreciate your patience as we work to get it resolved.
V.V.
Hi Jade, thanks for using our blog. We apologize for any inconvenience in accessing your my Social Security account. We are aware of some user difficulties and are working on them at this time. We encourage you to continue using our online services and appreciate your patience as we work to get it resolved.
Denis W.
Same problem. I get to the point where the screen says that the security access code was sent to my phone but I never get it. I signed on 2 days ago and everything went fine. Can you please let me knw what the problem is and what can be done to rectify it?
Rick
Same here. Finally got logged on and it takes me to the same page over and over. Have been on hold for over 2 hours on the phone system
V.V.
Hi Rick, thanks for using our blog. We apologize for any inconvenience in accessing your my Social Security account. We are aware of some user difficulties and are working on them at this time. We encourage you to continue using our online services and appreciate your patience as we work to get it resolved.
V.V.
Hi Denis, thanks for using our blog. We apologize for any inconvenience in accessing your my Social Security account. We are aware of some user difficulties and are working on them at this time. We encourage you to continue using our online services and appreciate your patience as we work to get it resolved.
Ron S.
I too am unable to receive text message code all of a sudden. Received code fine 4 days ago.
Received text message code when signed in from Login.Gov just fine, BUT it wouldn’t let me into Social Security – saying I already have an account and must sign-in via Social Security.
Will wait 2-3 days and try again. Seems like something is going on in system.
Ron S.
Hilarious….just received my Code….2 hours later and of course is no longer valid.
Terrie
Just happened to me also so now I need another code wth!
V.V.
Hi Terrie, thanks for using our blog. We apologize for any inconvenience in accessing your my Social Security account. We are aware of some user difficulties and are working on them at this time. We encourage you to continue using our online services and appreciate your patience as we work to get it resolved.
Ron S.
OK…now 60 min later and I’ve received 6 Codes so far. It seems every time I hit “Send Code” and nothing happened…it was happening inside the system but jammed up in a hidden cache of some sorts. Now that they are all getting through and clearing out, I will wait for the system to hopefully clear out before trying again.
V.V.
Hi Ron, thanks for using our blog. We apologize for any inconvenience in accessing your my Social Security account. We are aware of some user difficulties and are working on them at this time. We encourage you to continue using our online services and appreciate your patience as we work to get it resolved.
Ann H.
Exactly the same problem as everyone else. I can’t login. Every time I complete the information and get my special code, I go back into the cycle again. I have telephoned the help number five times, get told to hold and that someone will help me. I stay on hold (which is completely silent) and after several minutes, get cut off. Having found this blog, I at least know it’s happening to all of us!
V.V.
Hi Ann, thanks for using our blog. We apologize for any inconvenience in accessing your my Social Security account. We are aware of some user difficulties and are working on them at this time. We encourage you to continue using our online services and appreciate your patience as we work to get it resolved.
Maria C.
Good Afternoon,
I have been trying to access my SS account but I am not receiving the security access code text messages. My phone is working fine. Every time I call the Help Desk the call gets disconnected. This is soo frustrating!! I need to access my account!!
Sian L.
I am having the exact same issue.
V.V.
Hi Sian, thanks for using our blog. We apologize for any inconvenience in accessing your my Social Security account. We are aware of some user difficulties and are working on them at this time. We encourage you to continue using our online services and appreciate your patience as we work to get it resolved.
V.V.
Hi Maria, thanks for using our blog. We apologize for any inconvenience in accessing your my Social Security account. We are aware of some user difficulties and are working on them at this time. We encourage you to continue using our online services and appreciate your patience as we work to get it resolved.
frederick k.
What good is this page if no one from SSA responds to questions? I have the same question as Scott M. above. The form says that it can’t verify my information. I must have created an account with a now defunct email address I no longer have access to. I don’t know which one. Why does SSA make the completely mindless assumption that a person would have the same email address for years and years?
Anybody home?
Randy
This site sucks!! I see I am not the only one amongst probably millions that cannot access their online account after hrs and days of trying and dozens of phone calls wasting time holding on the phone for an hr at a time and then having to hang up. I guess they feel its not important for us to get into our accounts & they don’t give a shit about explain that its down forever or that there are issues. No information at all. Just leaving everyone in the dark & wasting hrs and days of their time. Man how the world has changed and gone to sht!!!!!
Ernest M.
The site has been down entirely for weeks. What’s the problem? This is important.
Scott M.
When I sign in with my account created before September, the site asks me to enter my information – name, social security #, address. Then it tells me there is already an account using that information. I know there is! It’s the one I’m trying to log into! I can’t access my account.