When You Cannot Access Your Social Security Account Online

Why Social Security locks you out of your online account

Social Security restricts access to your online account through my Social Security when the agency detects unusual activity, when you have not set up two-factor authentication, or when there is a hold on your account related to identity verification or fraud investigation. The most common reason is that you have not completed the identity verification step that Social Security now requires for new accounts.

If you created your my Social Security account before 2022, you may not have gone through this verification yet. Social Security began requiring all users to verify their identity through ID.me, a third-party identity verification service, starting in late 2021. If you have not completed this step, your account access may be limited or suspended until you do.

A second reason for access restrictions is a security hold. If Social Security suspects fraudulent activity on your account — such as a change of address you did not request, a representative payee added without your knowledge, or login attempts from unusual locations — the agency will lock the account while it investigates. This can take anywhere from a few days to several weeks depending on what triggered the hold.

Key Takeaways

• Social Security requires identity verification through ID.me for all my Social Security accounts, and access is restricted until you complete this step.
• A security hold on your account means Social Security is investigating potential fraud or unusual activity, and you will need to contact the agency directly to resolve it.
• Two-factor authentication is now required for my Social Security, and you cannot access your account without setting it up.
• If you cannot verify your identity online through ID.me, you can complete verification in person at a Social Security office or by phone.

How identity verification through ID.me works

When you try to log into my Social Security and have not yet verified your identity, the system will redirect you to ID.me. You will need to provide your Social Security number, date of birth, and current address. ID.me will then ask you to upload a photo of a government-issued ID — a driver's license, passport, or state ID card — and take a selfie so the system can match your face to the ID photo.

The verification process usually takes a few minutes. If ID.me can verify your identity when ready, you will be sent back to my Social Security and your account access will be restored. However, if ID.me cannot verify you automatically — because the photo is unclear, the ID is expired, or the information does not match Social Security's records — your case will be sent to a human reviewer. This manual review can take up to 24 hours.

If you do not have a government-issued photo ID, or if you prefer not to verify online, you can go to a Social Security office in person with your ID and a document showing your current address, such as a utility bill or lease. You can also call Social Security at 1-800-772-1213 to arrange phone verification, though this option is less common and may take longer.

What to do if your account is locked due to security concerns

If Social Security has placed a security hold on your account, you will see a message when you try to log in explaining that your account is temporarily locked. The message may or may not tell you why. Do not wait for the hold to lift on its own — contact Social Security directly to find out what triggered it and what you need to do to resolve it.

Call Social Security at 1-800-772-1213 and tell the representative that your account is locked. Have your Social Security number, date of birth, and a government-issued ID ready. The representative will look up your account, tell you the reason for the hold, and walk you through the next steps. In many cases, you will need to confirm recent changes (such as a new address or phone number) or answer security questions to prove your identity.

If the hold is related to suspected fraud — for example, if someone tried to change your address or add a representative payee — Social Security may ask you to file a report or provide additional documentation. Keep records of any correspondence you receive, including the date, time, and name of the representative you spoke with. If the fraud is confirmed, Social Security can reverse any unauthorized changes and may place additional protections on your account.

Setting up two-factor authentication on my Social Security

Two-factor authentication adds a second layer of security to your account. After you enter your username and password, Social Security will send a one-time code to your phone via text message or to an email address you have registered. You must enter this code to complete the login. This means that even if someone has your password, they cannot access your account without also having access to your phone or email.

When you first log into my Social Security after verifying your identity, the system will prompt you to set up two-factor authentication. You can choose to receive codes by text message (SMS) or email. If you choose text message, make sure the phone number you provide is one you check regularly. If you choose email, use an email address that only you can access.

If you lose access to the phone number or email address you registered, you will not be able to log in. Contact Social Security at 1-800-772-1213 to update your contact information. The representative can help you change your phone number or email address on file so you can receive your two-factor authentication codes again.

Temporary account restrictions while Social Security reviews your information

Sometimes Social Security restricts access to your account while it reviews information you have submitted — for example, if you reported a change of address, updated your work history, or changed your direct deposit information. These temporary restrictions usually last a few business days while the agency processes the change and verifies that the information is correct.

You will typically see a message on my Social Security explaining that your account is temporarily unavailable or that certain features are restricted. This does not mean there is a problem with your account or that you have done anything wrong. It straightforward means the change you requested is being processed. Once Social Security has reviewed and approved the change, your full account access will be restored.

If the restriction lasts longer than a week, or if you do not remember making a change that triggered the restriction, call Social Security at 1-800-772-1213 to ask what is being reviewed and when you can expect your access to be restored.

What happens if you cannot verify your identity online

If ID.me cannot verify your identity after multiple attempts, or if you do not have a government-issued photo ID, you have other options. You can visit a Social Security office in person with your ID and proof of address. A staff member will verify your identity manually and set up your my Social Security account for you. You can find your local office at ssa.gov or by calling 1-800-772-1213.

If you cannot visit an office, you can request phone verification. Call 1-800-772-1213 and ask to verify your identity over the phone. The representative will ask you security questions based on information in your Social Security file — such as details about your work history, previous addresses, or family members. If you answer correctly, your identity will be verified and your account access will be restored.

Phone verification can take longer than in-person or online verification because the representative must manually review your file. Be prepared to spend 15 to 30 minutes on the call. Have your Social Security number and date of birth ready, and make sure you are calling from a quiet place where you can hear clearly.

Frequently Asked Questions

How long does it take to get my account unlocked after I verify my identity?

If you verify your identity online through ID.me and the system recognizes you when ready, your account access is restored within minutes. If ID.me sends your case to a human reviewer, it can take up to 24 hours. If you verify in person at a Social Security office, your account is usually unlocked the same day.

Can I check my Social Security benefits if my account is locked?

No, you cannot access my Social Security while your account is locked. However, you can call Social Security at 1-800-772-1213 and a representative can tell you your current benefit amount, payment date, and other account information over the phone without needing your online account.

What if I think someone else is trying to access my Social Security account?

Call Social Security when ready at 1-800-772-1213 and report the suspicious activity. The representative can place a security alert on your account and review recent login attempts. If fraud is confirmed, Social Security can reverse any unauthorized changes and help you find your account.

Do I need to verify my identity again if I already have a my Social Security account?

If your account was created before late 2021, you may not have gone through ID.me verification yet. When you next log in, you will be prompted to complete this verification. If you created your account after 2021, you likely already verified your identity during setup.

What should I do if I forget my my Social Security password?

On the my Social Security login page, click "Forgot username or password?" and follow the prompts. You will be asked to verify your identity through ID.me or answer security questions. Once verified, you can create a new password. If you cannot complete this process, call Social Security at 1-800-772-1213 for help.