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
Comments
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O.Block
The application status process is flawed and useless. If your application is being looked at or processed you won’t be able to see it at all. Supposedly a decision was made with my application but now I don’t even see not available. Begging the week of 12/20/21 the system looks different and or updated except for the Disability Process. This is a unnecessarily stressful online process. And once you cold they’ll just tell you they cannot see it because it’s open by someone else at the current time.
O.Block
That should say beginning not begging! It was over Voice text sorry about that!
Kevin
Very disappointed with “my social security”. Are the User Name and Passwords case sensitive? IT DOESN’T SAY. I think I know the answers to basic security questions like my mother’s middle name but apparently not because I’m now locked out of my account.
Your FAQ’s have a heading of Password & Login Problems but THERE IS NOTHING BELOW IT.
I have called twice over the last several months to update my benefit status and was told I would be contacted for an appointment. Never happened, so I tried to do it online and I get locked out. Website security is important but so is a website that actually works. My government is failing me.
Jeremiah C.
I cannot login with either ID.me or login.gov.
ID.me thanks me for verification and tells me to close the window and login.gov asks for the same information each time and tells me the account’s already been created.
Bob M.
I am trying to sign on to the ssa website and I am not receiving the email security code (yes, my email is working and it is not in my junk folder)
A.C.
Hi, Bob. We are sorry to hear you have had difficulty accessing your personal my Social Security account. 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.
Donald G.
My husband keeps getting a pop up message that says, “we can not process your request at this time please try again later…” still doesnt work. My computer stored his password and user name but it doesnt bring him to the page anymore. Just that pop up..nothing else.
Steve
I have the same issue. I have been trying to log on to my SSA online account all day, and as soon as I enter my username and password, I get the message “we can not process your request at this time please try again later…”. Same happens when my wife tries to log on to her account.
V.V.
Hi Steve, 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, you need to go to http://www.ssa.gov/myaccount and click on “Sign In” where you enter your username and password using the boxes on the top. You do not sign in using login.gov or id.me because you created your account before September 18, 2021.
If you created your account after September 18, 2021, then click on login.gov or id.me, whichever one you used to create the account.
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.
Aaron M.
I have set up login.gov…
I confirmed with the text message code…
Keeps resending me back to SSA login page…
i click on login.gov button and it says I’m already signed in…
So… can’t reach my actual SSA backoffice.
Any Help would be nice
A.C.
Hi, Aaron. We are sorry to hear you have had difficulty accessing your personal my Social Security account. 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.
Steve
Day two, still unable to log on to my online account. Same for my wife. Called the SS hotline, the person was very rude and unable to tell me why I could not access my SS account. Told me to wait a few days and try it again.
Craig H.
I am having the same issue. Thanks for posting.
Sabrina
I forgot my log stuff I locked my self out
A.C.
Hi, Sabrina. 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.
Charles N.
I’ve been getting the same comment all month even with changing P/W and joining the login.gov site. Tax time coming up and get my SS forms on line and not thru the USPS any longer.
A.C.
Hi, Charles. We are sorry to hear you have had difficulty accessing your personal my Social Security account. 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.
V.V.
Hi Donald, thanks for using our blog. We are sorry to hear about the difficulties your husband is experiencing. If your husband created a my Social Security account before September 18, 2021, he needs to go to http://www.ssa.gov/myaccount and click on “Sign In” where he enters his username and password using the boxes on the top. He does not sign in using login.gov or id.me because he created his account before September 18, 2021.
If he created his account after September 18, 2021, then he would click on login.gov or id.me, whichever one he used to create the account.
If he continues 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). He can also contact his local Social Security office directly. Look for the general inquiry telephone number using our Social Security Office Locator link. We hope this helps.
Angela H.
I keep getting a Service Not Available At This Time page that tells me to try again during office hours.
A.C.
Hi, Angela. We apologize for any inconvenience and invite you to use all of our online services today. Due to scheduled systems maintenance, some of our Online Services are unavailable during certain times.
Brenda
Representatives page will not open .
Marcus
I was locked out of my account until February, 2022 because at the moment I was filling out verification information on the website the website was “downed”. This is time sensitive in regard to an employer needing a SS card and now I can’t get a card or a receipt for a replacement card. Many others experienced the website outtage. All I need I need is a replacement card or receipt. I called the number you’ve listed and they told me they cannot help unlock my account. The local office never answers the phone. What in the world am I to do??
V.V.
Hi Marcus, thanks for using our blog. 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!
Robert K.
I’m having an issue with my retirement application. I mistakenly started marriage section #2 and only married once, duplicating the info. It will not let me delete this repeated info and finish and submit my application. Help!!!! Am retiring in a couple of weeks and need to solve this asap.
V.V.
Hi Robert, thanks for using our blog. 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 helps.
Ailene R.
My mom has requested her password 3 times now. Once on a phone call in June 2021 and 2 times on this website (September 23 and again on November 3rd). Meanwhile, they moved all her paperwork to her online account, so she is not getting any paperwork anymore AND she can’t access her online account. Why haven’t we gotten her password. What can we do? HELP Please!!!
V.V.
Hi Ailene, thank you for using our blog. We are sorry that your mom is having difficulty 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!
Rob G.
Still having issues logging in with Login.Gov credentials to view SS benefits after entering my personal information for validation. It says to login with Login.Gov account, which I already did!!
How can something this important take so long to fix?!
Jessa
This is the exact same issue I’m having and I can’t get answers anywhere
SIMONDEAN S.
I’m having the same issue and it blocks me out 24hrs
V.V.
Hi Simondean, 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.
V.V.
Hi Rob, 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.