General Questions, Online Services

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

July 1, 2021 • By

Last Updated: July 1, 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. Rosemarie

    I forgot my password & dont remember the answers to my questions/answer dont work, I have requested a code to be send to my address multiple times and always waited for weeks but nothing came. I called the SS office and requested the same they told me Ill receive it win ten days but a month came nothing, called again the lady said it takes 45 days but its been 2 months still no code.

    Reply
    • Vonda

      Hi Rosemarie, thanks for using our blog. If you are unable to create an account or encounter a problem 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 am – 7:00 pm. 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. Please be aware that our call wait times are longer than normal. We hope this information helps.

      Reply
  2. Alicia

    did not receive re-entry number and can’t find the “get re-entry number as in the pop up window…frustrating…ugh!

    Reply
    • Vonda

      Hi Alicia, thanks for using our blog. If you are unable to create an account or encounter a problem 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 am – 7:00 pm. 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. Please be aware that our call wait times are longer than normal. We hope this information helps.

      Reply
  3. Denise Stoesser

    I didn’t forget my password. I moved and changed my phone number, so I needed to update info. I was on that screen when they made me enter a code. I was like, what code? Since then Ive been trying to do the whole mail me out a code BS, but it doesnt come. Ive since moved again. I dont know how many times Ive requested the code but it never arrives. Meanwhile I forget, then try to log in and the whole thing starts over.

    Reply
    • Richard

      Same, I tried twice and have been waiting for months for them to mail me a code to reset my password and it never comes.

      Reply
  4. patricia Kriese

    i have tried to access my account and it does not let me use my password. i was told both times i would receive a temporary pass word in the mail in 7-10 days, been waiting since june for this.

    Reply
  5. Randy C Sherlock

    I’ve tried to enter my account but I’ve tried several times and each time I am asked to enter the code sent to me but I’m not receiving any codes. Frustrated

    Reply
    • Vonda

      Hi Randy, thanks for using our blog. If you are unable to create an account or encounter a problem 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 am – 7:00 pm. 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. Please be aware that our call wait times are longer than normal. We hope this information helps.

      Reply
  6. Sandra E Freeman

    I can’t access my account because I have a new phone number and email address, so what now? Thank you

    Reply
    • Vonda

      Hi Sandra, thanks for using our blog. If you are unable to create an account or encounter a problem 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 am – 7:00 pm. 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. Please be aware that our call wait times are longer than normal. We hope this information helps.

      Reply
  7. James seufert

    I have tried for 2 months to get into my
    Online account.each time it says we cannot process your request at this time.

    Reply
    • Vonda

      Hi James, thanks for using our blog. If you are unable to create an account or encounter a problem 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 am – 7:00 pm. 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. Please be aware that our call wait times are longer than normal. We hope this information helps.

      Reply
  8. Rita Itwaru

    It’s impossible to create an account, i can’t get pass the create an username. What’s the deal?

    Reply
    • Vonda

      Hi Rita, thanks for using our blog. If you are unable to create an account or encounter a problem 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 am – 7:00 pm. 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. Please be aware that our call wait times are longer than normal. We hope this information helps.

      Reply
  9. Abbey Martin

    I am needing help getting a security code so I can finish setting up my online account. I have tried many many times to get it. I even talked to someone at my local social security office and told them what I was needing help with but all they did was give me a website to go to and they told me to follow the instructions on the page. It was the same place you go to to set up an online account. Needless to say I am still needing help getting the security code so I can finish. That’s all I have left to do inorder to access my online account. I HOPE SOMEONE CAN HELP ME BECAUSE I REALLY NEED TO HAVE MY ONLINE ACCOUNT WHERE I CAN DO ALL THE SIMPLE STUFF I NEED DONE ONLINE.

    Reply
    • Ann C., Public Affairs Specialist

      Hi, Abbey. We are sorry to hear your have had difficulty setting up your personal my Social Security account. If you are still unable to create an account or encounter a problem with your personal my Social Security account, you may 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. Joanna

    Really dificult to log in..

    Reply
    • Ann C., Public Affairs Specialist

      Hi, Joanna. We are sorry to hear that. If you are still unable to access an account or encounter a problem with your personal my Social Security account, you may 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
      • Joellyn Bellonzi

        I had my social Security (red, white & blue) stolen when I had to leave an Independent Living place.
        Three times I wrote a letter stating the about, twice I asked one of your representitives to help me, and she said YES, when I gave my social security number, but I still have no card.
        I need three dental procedures done ASAP, and can’t get them done (my gums really hurt), but no one is helping me. Phone # is 941-480-5477. Joellyn Bellonzi (“Venice Isles”)

        Reply
        • Ann C., Public Affairs Specialist

          Hi, Joellyn. We are sorry to hear about your situation. Good news! If you need a replacement Medicare card or immediate proof that you have Medicare, you can take care of both online by setting up a personal my Social Security account. We hope this helps!

          Reply

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