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

Comments

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  1. Shannon D.

    I received a reset code in the mail and I can not find anywhere on the SSA website where to enter the code? I desperately need to check on my application status.

    Reply
    • Vonda

      Hi Shannon, thanks for using our blog. Sorry to hear about the difficulties you are experiencing with your my Social Security account. If you no longer have access to the second factor (cell phone or email address) on your account, and you need to change the second factor, you then can request a reset code online. 

      Check out our Blog: How to Change your Second Factor Authentication for Your Personal my Social Security Account for details on what to do once you receive your reset code in the mail. We hope this helps!

      Reply
  2. ILS S.

    My client has enrolled in a My SS account. However, he has forgotten his password and doesn’t remember the answers to his security questions. How else can he log into his My SS account?

    Reply
  3. Sarali L.

    I made an account and used my personal email and phone number which processed correctly. But when it asks my name, social, address. It can’t verify me or something and it keeps asking me to correct it. I literally can’t access the account. I put in all my correct information and even verify with my cards in file. I type in everything literally perfect the way my name appears on my birth certificate, the my social appears on my social security number, the way my address is on my ID. I’ve been trying for two years already and it has been the most frustrating thing ever. Please help.

    Reply
    • Vonda

      Hi Sarali, 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! 

      Reply
      • Frustrated P.

        I am having a similar issue. I tried calling the hotline but I wasn’t able to get through. The local office wasn’t taking calls. I need a Social Security Card to get an ID since I’m in a new state now. This is all so frustrating I wish I got to pack everything up before I became homeless.

        Reply
        • Vonda

          Hi there. We are sorry to hear about the difficulties you are experiencing with Social Security. 

          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.

          You may want to check out our Social Security and Coronavirus web page, under “Do I Need To Show My Social Security Card” heading, for details on when it may not be necessary to show your Social Security card. We hope this helps!

          Reply
  4. Lynn W.

    I established my ‘my Social Security’ account a while back and have used it consistently over the past several months. However, this past week I have been unable to sign in.

    Opening ssa.gov I get to the main page, opt for signing in to to ‘my Social Security’ and at this point I get an error message telling me my browser sent a request the server couldn’t understand “400 Bad Request”. I called Friday and explained that I was having this problem to the agent that answered the phone. She explained all she could do was report the problem to her Manager. This morning I had an e-mail from Social Security stating ‘Your Status has been updated” and instructing me to sign in to my account. Needless to say, I couldn’t get there.

    This is very frustrating. All I want to know is what this status change is right now, but I’d sure like to be able to access my account when I want to.

    I’d appreciate any information you can give me to ‘fix’ this. The agent I spoke with thought that it might be a glitch on your end and assured me it would be addressed.

    Thank you for any assistance you can offer.

    Reply
    • Patty

      Hi Lynn. We are sorry that you are having difficulty accessing your personal my Social Security account.  You may call us at 1-800-772-1213 (TTY 1-800-325-0778), Monday through Friday, 8:00 a.m. – 7:00 p.m. 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
  5. Brian H.

    I have been attempting to gain access to my account which was set up in late 2019. The site has deactivated my password. I have tried everything to reset my password and none of the things you suggest work. Calling the number you have listed in response to many of the issues above provides no help. Oh and the mailed password never comes. I am now on week three of the 5 to 10 days and still dont have it. This website suggests going to Your Account to learn more on every page. As far as ID.me, what a joke. I have a letter from the state with letter head to prove my address and the site says it is not a valid choice. Really? The also declined a letter from the IRS. The system is set up to deter people from getting the information to make smart decisions. Your recorded message says the local branch has limited office hours to resolve issues. The people that answer calls after 2 hours and 40 minutes on hold say they have no office hours. Why have it on the recording then? Ignoring all the issues does not make them go away. It just builds more contempt for a system that is not trusted. Wise up and start helping people who need it. I will be sending this information to my Congressman, Governor and local TV station. I may send it to the president as well, but we know what will happen to that.

    Reply
    • Patty

      Hi Brian. We are sorry to hear you are having trouble accessing your personal my Social Security Account. Check out our Frequently Asked Questions web page for details on how to retrieve or change your username and password. If you still encounter difficulties, 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 “helpdesk”; or contact your local Social Security office for assistance.

      You can also submit feedback by visiting our Contact Social Security page.  Once there, select the “Email Us” link.  This will take you to the “Email a Question to our Support Team” form where you can complete and submit a compliment, complaint, or suggestion.  We hope this helps.

      Reply
  6. Willam J.

    Your 2 factor system is not working.

    My correct telephone number is listed, and I’ve logged in before, but it will not send me text messages.

    It’s obnoxious that you will not use me email to send the reset code, but you will use a snail mail address that I enter online.

    Very frustrating that your system does not work consistently.

    Reply
    • Patty

      Hi William. We are sorry that you are having difficulty accessing your personal my Social Security account.  You may call us at 1-800-772-1213 (TTY 1-800-325-0778), Monday through Friday, 8:00 a.m. – 7:00 p.m. 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. Rennie S.

    I have never been so aggravated in my life. Just going through the steps to make an online account should not be like this. I seem to not be a citizen with a SS number. How can this site say that it couldn’t find my information? I’m also trying to verify my identity through ID.me, it is unreal. The local office has been closed since the pandemic, and I just went through a hurricane!!! There has to be a better way.

    Reply
    • Patty

      Hi Rennie. We are sorry that you are having difficulty creating a personal my Social Security account.  You may call us at 1-800-772-1213 (TTY 1-800-325-0778), Monday through Friday, 8:00 a.m. – 7:00 p.m. 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
    • Mike.S

      I called SSI they told me i have to wait 3 months before i can have access to my online account! I have also went through ID.me and sent my info 4 times and all 4 times it said can not ID me i did it on my PC and iPhone.
      The SSI system is horrible and shows zero help for Americans who spent there whole life paying taxes and when we need help they turn there back on us i am outraged and my next steps are to The Governor Congress and my state legislators.

      Reply
      • Patty

        Hi Mike. We are sorry that you are having difficulty creating a personal my Social Security account.  You may call us at 1-800-772-1213 (TTY 1-800-325-0778), Monday through Friday, 8:00 a.m. – 7:00 p.m. 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. Howie G.

    I am trying to get a copy of some information on my ss disability acct. Ive logged on and got to the second phase which involves getting a security code sent via text message to my phone. Ive requested this code at least 5 times throughout the morning and still havent recieved this code. Im getting texts from everybody else while I wait so its not a problem with my phone. Whats up???

    Reply
    • Ann C.

      Hi, Howie. If you are still unable to access 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. Mindy K.

    This isn’t right every time I try to login to my account it says my account it won’t let me and now I’m blocked out

    Reply
    • Patty

      Hi Mindy.  We are sorry that you are having difficulty accessing your personal my Social Security account.  You may call us at 1-800-772-1213 (TTY 1-800-325-0778), Monday through Friday, 8:00 a.m. – 7:00 p.m.  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
  10. LEE A.

    THIS WHOLE MY SOCIAL SECURITY ACCOUNT SEEMS TO BE NOTHING BUT A BIG JOKE.THIS IS A VERY POOR SET UP. NO MATER WHAT I DO IT WILL NOT RESPOND.

    Reply
    • Patty

      Hi Lee.  We are sorry that you are having difficulty accessing your personal my Social Security account.  You may call us at 1-800-772-1213 (TTY 1-800-325-0778), Monday through Friday, 8:00 a.m. – 7:00 p.m. 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

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