General, Online Services

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

July 1, 2021 • By

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Last Updated: November 2, 2023

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

Darlynda Bogle, Assistant Deputy Commissioner

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Comments

  1. Sue A.

    Can’t log in to site for past 5 months, I request code in mail numerous times to change password, but never get letter in mail. I still haven’t receive 2022 benefit letter and family and friends have theirs already. Every time I call I hang on for long periods of time and no one picks up phone.

    • V.V.

      Hi Sue, thanks for using our blog. We are sorry to hear about the difficulties you are experiencing. 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.

  2. Wayne R.

    I created new account, put all information in, still not leaving me into my account. DID EVERYTHING IT ASK ME TO DO. THANKS, WAYNE REIMER

  3. Mary D.

    There is something very wrong with my Social Security number in my login. It’s not my number at all, just part of it with some weird @ and some nonsense. It’s entirely possible I typed it in wrong at some point and the system somehow retained it, why I have no idea. But now I can’t even get a new username. I also have not received my 2022 benefit letter and am concerned that it was delivered to a wrong address. “You Email Address?” (See below)

    • V.V.

      Hi Mary, thanks for using our blog. 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. We hope this information helps.

  4. carrisa

    How do I create a new user name?

    • V.V.

      Hi Carrisa, thanks for using our blog. Check out our Blog Post: When you Need Additional Help with your Account. If you still need assistance, we have established a dedicated my Social Security Hotline to assist with your account issues. 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.

  5. Ron C.

    Trying to get user name and password but it said email not valid. The sight just takes me in circles and never goes to resetting password and user name that i can not remember

    • A.C.

      Hi, Ron. We are sorry 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.

    • Karla

      Husband and I have run into the same problem. We’ve been trying for over a month to get into the site. The Login page that USED to work beautifully has been turned into a circling maze, that brings us right back to where we began, even after submitting the security code emailed by Social Security. We subsequently tried to create a login through LoginID and that is an endless maze, as well. Has the Department been sabotaged or what?

      • Scott

        Same here. Cannot verify E-mail although I got the E-mail. Cannot create or access account.

      • V.V.

        We are sorry to hear about the difficulties you are experiencing, Karla. If you created a my Social Security account before September 18, 2021, go to http://www.ssa.gov/myaccount and click on “Sign In” where you enter your username and password. If you created a my Social Security account on September 18, 2021 or later, you sign in using login.gov or id.me because that is what you used to create your 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.

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