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. Shanna

    PLEASE HELP. I’ve tried multiple times but like other users am in the ‘infinite loop’ of trying to log in. I log in, then it asks to verify information, I enter it in correctly, then it takes me back to the sign in page. THE WEBSITE IS NOT WORKING. This is not user error. Please reply back and let me know when it is fixed. Thank you!

    Reply
    • Mike B.

      Same problem. This is so infuriating that I actually screamed.

      Reply
      • Vonda

        Hi Mike, 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.

        Reply
        • Mike B.

          Hi Vonda,

          Thank you — signing in without my Authenticator mygov number worked.

          Reply
    • William M.

      Same problem!

      Reply
    • Vonda

      Hi Shanna, thanks for using our blog to reach 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.

      Reply
  2. Pam Z.

    I’m having difficulty logging into My Account. I have been trying for over a week now. The site just seems to “loop” I can enter my user name, password, and verification code, but the site always comes back to the login page. I need to check on my application status.

    Reply
    • Vonda

      Pam, thank you 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! 

      Reply
  3. Diana P.

    Three times I have asked for a code to be mailed through the 800 number as I am locked out and not once did I received one and waited over 2 months. I then call local office who sent a reset code in 2 weeks and when I put it in it says “Not a vailid reset code” this is so frustrating as I will now have to physically go into an office and sit there until they get this resolved. They send texts to my cell phone, verified the address, all the security questions correct and verified and still locked out! You seriously need to fire your Security IT people and pay to get someone who knows what they are doing!

    Reply
    • Vonda

      Hi Diana, 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
  4. Alma G.

    I am currently out of the country. My log in attemps all failed. I get the security code from my email and I would enter it but the browser stops. I wonder what’s wrong?

    Reply
    • Vonda

      Hi Alma, thanks 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
  5. Kwan C.

    I am having the same problem as the comments above. Seems like everyone is having problem proceed to the next step after creating the Login. gov. We are asked to enter the same info over and over in an endless loop. Please advice as to how to proceed

    Reply
    • Vonda

      We are sorry to hear about the difficulties you are experiencing, Kwan. 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! 

      Reply
  6. Mary E.

    I am having the same problem as sited above. I enter the same info over and over in an endless loop. Please advice as to how to proceed

    Reply
    • Vonda

      Hi Mary, 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! 

      Reply
  7. Sridhar D.

    This whole thing is a joke! It just keeps going back to asking for my info and saying you already are setup and use that and when you do login it goes back to identify yourself —

    Infinite loop! I did it like 10 times sofar.

    How the heck do I access my social security page?

    Reply
    • Vonda

      Hi Sridhar. 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!

      Reply
  8. Christy C.

    I set up an account. It had me use Login. gov to sign in. I click “sign in” and it takes me through the entire process enter all my information: address, social, etc. then it says “you’re already logged in sign in” and i do it all over again. It’s just looping. It won’t move to next step. I call for help, auto answer put me on hold then hung up on me.

    Reply
    • Vonda

      Hi Christy, 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!

      Reply
  9. Rose M.

    I no longer have access to my email or phone number that I started with when I first applied. I forgot my username n password how do I get into my account?
    I tried creating a new account but was told I already have an account.

    Reply
    • Patty

      Hi Rose.  Thanks for your question. Check out our Blog: Are You Having Difficulties Accessing Your Personal my Social Security Account?  for instructions regarding username and password issues. If you still need assistance, 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. (Eastern Time). 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. Francis J.

    I created an account and whether I typed in a activation code wrong or something but now the site says I am login in but can not access the SSA asfd. I get this standard message the last 10 times I tried over the last 48 hours that READdfaS “We cannot process your request at this time. Please try again later” I wait 24hrs. samething. Call the number under “contact us” and they tell me its a LOGIN.GOV problem. Can’t contact LOGIN.GOV. I sent them emails and they just don’t get what I am trying to do. All my info SS# address, date of birth is correct. I enter the 2nd Activation code but never lets me in. I actually deleted the 1st account and recreated it with another of my email address. But same thing. I am stuck. I can’t get any help. I am concern about FRAUD. maybe I can’t get in due to someone has stolen my number. Any suggestions or recommendations would be so appreciated.

    Reply

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