The Social Security website goes down regularly, and when it does, you cannot create an account, check your benefit status, or request a replacement Social Security card online
The Social Security Administration's website (ssa.gov) experiences outages several times each year. These can last anywhere from a few hours to a full day. During an outage, the online services you rely on — my Social Security account access, benefit verification letters, and the Social Security card replacement request tool — all stop working.
The outages usually happen during scheduled maintenance windows, which Social Security typically announces in advance on their homepage. Unscheduled outages happen too, often without warning. Either way, you have other ways to get what you need while you wait for the site to come back online.
Key Takeaways
- When ssa.gov is down, you can call Social Security's main line at 1-800-772-1213 (TTY 1-800-325-0778) to speak with a representative or request a replacement card by phone.
- You can visit a local Social Security office in person to request documents, check your benefit status, or file for benefits — no appointment needed, though wait times vary by location.
- If you need a replacement Social Security card and the website is down, calling or visiting an office is faster than waiting for the site to return.
- Social Security announces scheduled maintenance on their homepage before it happens, so you can plan ahead to handle time-sensitive requests before the outage begins.
- Your benefits continue to pay out normally during website outages — the outage only affects your ability to access online services and request documents.
Call Social Security directly instead of waiting for the website
The fastest way to reach Social Security when the website is down is to call 1-800-772-1213. This is the main customer service line, and representatives can help you with most requests that the website handles. Wait times vary depending on the time of day and how many people are calling, but you can reach someone without needing the website to be working.
If you are deaf or hard of hearing, use the TTY line at 1-800-325-0778. You can also use a relay service if you prefer. When you call, have your Social Security number ready, along with any documents related to your request — for example, if you are asking for a benefit verification letter, the representative may ask what you need it for so they can send the right version.
You can request a replacement Social Security card by phone. The representative will take your information and mail the card to your address on file. Replacement cards typically arrive within two to three weeks, though this varies by state and current processing volume.
Visit your local Social Security office in person
Every city and most towns have a Social Security office. You can walk in without an appointment during business hours (usually 9 a.m. to 4 p.m., Monday through Friday, though hours vary by location). Bring a photo ID and your Social Security card if you have it. If you do not have either, bring other documents that prove your identity — a birth certificate, passport, or driver's license works.
At the office, you can request a replacement card, ask for a benefit verification letter, check your benefit status, or file for benefits. The staff there can answer questions about your account and process most requests on the spot or mail them to you. Wait times depend on how busy the office is — some offices have short waits in the morning, while others are busy all day.
To find your nearest office, go to ssa.gov and use the office locator, or call 1-800-772-1213 and ask for the address and hours. If the website is down, calling is your best option for getting the office address and hours.
Check whether the outage was scheduled or unscheduled
Social Security posts maintenance notices on ssa.gov before scheduled outages happen. These notices usually appear on the homepage and say when the site will be down and when it is expected to return. If you see a maintenance notice, you know the outage was planned and the site should be back at the time Social Security announced.
If there is no maintenance notice and the site is not working, the outage is unscheduled. In this case, Social Security may not have announced how long it will take to fix. You can check their social media accounts (Twitter/X, Facebook) or call 1-800-772-1213 to ask whether the site is expected to be down for a few hours or longer.
What you cannot do while the website is down
You cannot create a my Social Security account, log into an existing account, or view your earnings record online. You cannot request certain documents through the website, such as a benefit verification letter or proof of income letter. You cannot change your address, phone number, or direct deposit information online.
However, your benefits continue to pay out normally. If you receive Social Security retirement, disability, or survivor benefits, your payment will arrive on schedule even if the website is down. The outage only affects your ability to access online services — it does not stop your benefits or change your payment date.
Plan ahead for time-sensitive requests
If you know Social Security has announced a maintenance window and you need to request a document or make a change to your account, do it before the outage begins. For example, if you need a benefit verification letter for a mortgage process and the website will be down for maintenance tomorrow, call today or visit an office today to request it.
If you do not know when the next maintenance window is, you can check ssa.gov periodically or call 1-800-772-1213 to ask. Social Security usually schedules maintenance during off-peak hours (early morning or late evening) to minimize disruption, but outages can still affect you if you were planning to use the site at that time.
Frequently Asked Questions
How long do Social Security website outages usually last?
Scheduled maintenance outages typically last a few hours to overnight. Unscheduled outages vary — some are fixed within an hour, while others can last most of a day. Call 1-800-772-1213 or check ssa.gov for updates on how long the current outage is expected to last.
Can I still receive my benefits while the website is down?
Yes. Your benefits continue to pay out on your regular payment date. Website outages do not affect your payments or change when you receive money. The outage only stops you from accessing online services.
What if I need a Social Security card urgently and the website is down?
Call 1-800-772-1213 to request a replacement card by phone, or visit your local Social Security office in person. Both routes are faster than waiting for the website to return. Replacement cards usually arrive within two to three weeks.
Do I need an appointment to visit a Social Security office?
No. You can walk in during business hours without an appointment. Bring a photo ID and your Social Security card if you have it. Wait times vary by location and time of day, so calling ahead to ask about current wait times can help you plan.
Where can I find my local Social Security office if the website is down?
Call 1-800-772-1213 and ask for the address and hours of your nearest office. The representative can also tell you what documents to bring and what services are available at that location.