General, Online Services

my Social Security 101: When You Need Additional Help With Your Account

May 20, 2021 • By

Last Updated: August 19, 2021

Sometimes we need help with or have questions about our online accounts. For your convenience, we want to share some frequently asked questions you may find helpful with your personal my Social Security account needs.

What if I forgot my username or password?

It happens to all of us on occasion. We can’t remember our username or password. If you’ve forgotten your username or password – perhaps even both – we have you covered. Visit our my Social Security Sign In page and select “Forgot Username” or “Forgot Password.” Follow the prompts, and in just a few minutes you will be back in business – Social Security business.

What if I am locked out of my account?

Your account may be locked because you – or perhaps someone else – entered inconsistent or incorrect information. We lock your account to protect your information. If you are locked out of your account, you can call our my Social Security Help Desk at 1-800-772-1213 from Monday through Friday between the hours of 8 a.m. and 7 p.m. ET. When you call, say “Help Desk” at the voice prompt.

How can I block access to my account?

We know that in certain instances, like for victims of domestic violence or identity theft, you may want to block access to your information.  You can choose to block any automated telephone and electronic access to your Social Security record. When you do this, no one, including you, will be able to see or change your personal information online or through our automated telephone service.

Please call us at 1-800-772-1213 or call your local Social Security office if you need to block access to your record. You can find the number for your local office using our Office Locator. If you change your mind in the future, you can contact us and ask us to unblock it.

What if I live overseas?

At this time, you must have a United States mailing address to create a personal my Social Security account. People with an overseas APO/FPO/DPO address can create an account, but our system does not yet support registration for users with a foreign address. However, you may be able to access our services by creating an ID.me account. ID.me is a Single Sign-On provider that meets the U.S. government’s most rigorous requirements for online identity proofing and authentication. On our my Social Security account set up page, select Sign in with ID.me and follow the link to create an ID.me account.

We recommend that people living outside the U.S. contact the nearest Federal Benefits Unit or U.S. embassy for any assistance related to our programs and benefits. Our Office of Earnings and International Operations page also has more information.

What if I need additional help?

We’re happy to help with any difficulties you’re having with your personal my Social Security account. For assistance, you may call us at 1-800-772-1213 (TTY 1-800-325-0778). Lines are open from Monday through Friday between the hours of 8 a.m. and 7 p.m. ET. Please say “Help Desk” at the voice prompt. You can also contact your local Social Security office.

We encourage you to sign up for your personal my Social Security account if you haven’t done so. Please share this information with your family and friends—and help us spread the word on social media.


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About the Author

Darlynda Bogle, Assistant Deputy Commissioner

Comments

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  1. ELISA M.

    O M G !!

    THIS LOG IN AND WEBSITE NEEDS TO BE EASIER TO NAVIGATE ! AND INFORMATION MATCHING NEEDS TO BE MORE LOGICAL…

    Reply
    • Patty

      Hi Elisa. We are sorry that you are having difficulty accessing your personal my Social Security.  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 helps.

      Reply
  2. Ruby G.

    I would like to receive social security retirement when I turn 64 on October 30, 2021. I already applied on line but is not completed because I have to submit my naturalization documents. What will I do when I submit my documents and when should I submit my documents so I get my retirement when I am 64 years old (not earlier at 63 years old)?

    Reply
    • Patty

      Hi Ruby. For your security, we do not have access to private information in this venue. We ask that members in our Blog community work with our offices for specific questions. You can call us at 1-800-772-1213 for assistance or you can call 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. Everett C.

    when does the year start on the day you get unemployment to the next same day or is it from january to december

    Reply
  4. Nancy R.

    I NEED HELP. I have been trying to create a “mySocialSecurity” account via ID.me because I was unable to set one up at the SSA web site. I followed all the posted upload guidelines and have tried numerous times to provide the appropriate documentation to verify my identity – first by supplying my drivers license and secondly by supplying my Passport ID Card – NONE OF THESE ATTEMPTS HAVE BEEN SUCCESSFUL. Neither uploading photos from my laptop NOR taking cell phone pictures were acceptable. All attempts to satisfy this step in the process have failed. Can someone please tell me how to get past these roadblocks???

    Reply
  5. Leslie H.

    Every time I try to log into my ssa account it tells me my information is invalid. I am entering all the CORRECT log in information. Why can’t I log in?

    Reply
    • Patty

      Hi Leslie. thanks for using our blog. We are sorry that you are having difficulty accessing your personal my Social Security. 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. Krunal R.

    The term ‘wood’ is utilized to allude to the substance that makes up

    Reply
  7. Bobby

    When trying to create an account, I am told my information isn’t correct. So thinking I might have created one and forgot, I tried that (in addition to using the “forgot username” and “forgot password” options) and kept getting errors that my information could not be verified. I have tried to call my local office and they won’t see me due to COVID and the 800 number said to apply for a new card. I have my social security card, I just need to log in to file for disability. I don’t even mind applying for a verification code and waiting, but I feel as if I am stuck now and out of options. I can no longer work and need to apply as soon as possible. Thank you so much.

    Reply
    • Patty

      Hi Bobby. Please do not delay filing for disability because you cannot access your personal my Social Security account. We have established a dedicated my Social Security Hotline to assist with account issues. Please call 1-800-772-1213. Select the prompt “For help with registering or using the my Social Security website”. The help desk is available to callers between 8:00 a.m. and 7:00 p.m. (Eastern Time). If you still are unable to apply online, you can make an appointment to apply by phone with your local Social Security Office. We hope this helps.

      Reply
  8. R

    My id.me account won’t work. The website is saying it’s a duplicate. In addition, I seem to be locked out of mysocialsecurity and the help desk can’t help. They asked me to apply for an ss card. I feel like I’m out of options.

    Reply
  9. Jeff S.

    I filed a Medicare-only application last month. It was accepted and I have received my Medicare number.

    I now wish to apply for Social Security retirement benefits online, but the application fails due to “different provided information” held on file in my “my Social Security” account. I assume the discrepancy is my previous Medicare-only application information. This process stop is a known issue advertised at the SSA Retirement Benefits entry page: https://www.ssa.gov/benefits/retirement/ .

    In cases like this, are there any online alternatives to a telephone appointment to file an application? Might I create a second “my Social Security account”? But, since Medicare Part B pays out of Social Security, would multiple login accounts prove financially complicated?

    I have scheduled phone interview application about a month from now, but would rather fill forms online . What’s a fella to do?

    Reply
  10. Fahmi A.

    I have established a my social security account through IDme. I don’t have a US mailing address. When I looked at my direct deposit info for the first time, I noticed the last 4 digits of my account are not familiar to me. Finally after researching this matter I have learned that my bank’s central branch assigned me a code to receive my direct deposits before these are routed to my actual local account at my local branch. Social security thinks this code is my account number and I ought to know it before I can make any changes of my direct deposit. My bank has refused so far to disclose the full code number to me. They treat this number as an internal protected code. Social security refused to give me the full code which is considered my bank account number as I talked with them on the phone. I need to make a change to my direct deposit. I want to switch to my US based bank account. I no longer trust my local bank here outside the US. They held funds for months saying never received the lied to me. They denied receiving July payments for all social security recipients who do banking with them. Only after I called the Bank of New York Mellon that my local bank released the payments. What can I do to switch bank’s when I don’t know the full number of that code? Need your help.

    Reply
    • Patty

      Hi. Thanks for your question. Since you are living outside of the U.S. you can contact your local Federal Benefits Unit for any assistance related to Social Security benefits. Also, our Office of International Operations home page provides more information to assist our customers living abroad. We hope this helps.

      Reply

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