Social Security will stop answering routine questions by phone starting in 2025

Social Security announced it will no longer handle routine requests through its main phone line (1-800-772-1213). Instead, the agency is directing people to use its online account at ssa.gov, visit a local office in person, or call a specialized line for urgent matters. This change affects tasks like requesting a replacement Social Security card, checking your benefit amount, reporting a change of address, or asking about your earnings record.

The shift is already underway. Social Security has been gradually reducing phone availability and staffing at field offices since 2020. The agency says the move will let staff focus on cases that require in-person help, such as applications for retirement or disability benefits. However, this means you will need to handle many tasks yourself through the online portal or make a trip to an office.

If you do not have internet access, cannot use a computer, or need help with a complex issue, you still have options — but they require more planning than a phone call.

Key Takeaways

  • Routine requests like replacement cards, address changes, and earnings record questions will no longer be handled through the main Social Security phone line.
  • You can complete most routine tasks through your personal my Social Security account online at ssa.gov without creating a new account if you already have one.
  • If you cannot use the online portal, you can visit your local Social Security office in person during business hours, though wait times vary by location.
  • The phone line for urgent or complex matters will remain open, but it is reserved for cases that cannot be handled online or in person.
  • If you do not have internet access or a computer, ask a trusted family member or visit your local library, which often offers free computer use.

What tasks are moving off the phone line

Social Security is removing phone support for requests that do not require a decision or investigation. These include ordering a replacement Social Security card, updating your address or phone number, requesting a benefit verification letter, checking your earnings record, reporting a name change, and asking general questions about how benefits work.

You can handle all of these through your my Social Security account. If you already have a Social Security account for benefits or taxes, you can log in with the same username and password. The account shows your current benefit amount, your earnings history, and lets you request documents without waiting on hold.

Tasks that still require human review — such as explore for retirement, disability, or survivor benefits — can still be started online or in person. However, Social Security staff will contact you by phone or mail to complete the process, rather than handling it entirely over the phone.

How to set up your my Social Security account

Creating an account takes about 10 minutes and requires a valid email address and a way to verify your identity. Go to ssa.gov and click "Create an account" under the my Social Security section. You will need to provide your Social Security number, date of birth, and answer security questions based on your credit history.

If you already have an account for IRS or other federal services, you may be able to use the same login. Social Security accepts credentials from Login.gov, ID.me, and other federal identity verification systems. Once you are logged in, you can view your benefit statement, check your earnings record, and request a replacement card or benefit letter without leaving home.

If you cannot create an account online — for example, if you do not have a computer or internet — you can still request these documents in person at your local Social Security office or ask a family member to create an account and request the document on your behalf.

Visiting a Social Security office in person

Your local Social Security office remains open for in-person visits, though hours and staffing vary by location. You can find your nearest office and its hours at ssa.gov/locator. Most offices are open Monday through Friday during standard business hours, but some have reduced schedules.

Bring a photo ID and your Social Security card if you have it. For routine requests like a replacement card or address change, the process usually takes 15 to 45 minutes depending on how busy the office is. For more complex matters, staff may schedule a follow-up appointment or ask you to return with additional documents.

Wait times have grown at many offices because of staffing reductions. Calling ahead to ask about current wait times can help you plan your visit. Some offices now use appointment systems — check your local office's website or call to see if you need to schedule ahead.

What to do if you do not have internet access

If you do not have a computer or internet at home, you have several free options. Your local public library almost always offers free computer access and often has staff who can help you navigate websites. Many libraries also offer free Wi-Fi if you bring your own device. Call ahead to ask about hours and whether you need to reserve a computer.

Community centers, senior centers, and some nonprofits also offer free computer access. If you live in a rural area with limited internet, ask your local Social Security office about alternative ways to request documents — some offices can mail forms to you or accept requests by mail.

If you have a trusted family member, friend, or caregiver, they can create or access your my Social Security account with your permission and help you request documents. You do not need to give them your password — you can authorize them to act on your behalf through the account settings.

When you still need to call Social Security

Social Security maintains a phone line for urgent or complex matters that cannot be handled online or in person. This includes questions about your specific benefit calculation, disputes over your earnings record, issues with a pending process, or problems accessing your account. The wait time for these calls is typically longer than it was for routine questions, sometimes 30 minutes or more.

If you are experiencing a crisis — such as homelessness, a medical emergency, or a threat to your safety — tell the person who answers. Social Security has procedures to prioritize these cases and connect you with local resources.

You can also request a callback instead of waiting on hold. When you call, ask if the office can call you back at a specific time rather than keeping you on the line. This is not always available, but it is worth asking if you have limited phone minutes or cannot hold for a long time.

Timeline for the phone line changes

Social Security has been gradually reducing phone support since 2020. The agency has not announced a specific date when the main phone line will stop accepting routine requests, but it has stated the change will happen in 2025. Some regional offices may move faster than others.

The best approach is to set up your my Social Security account now, before the change takes full effect. This way, you will already be familiar with the online system when phone support for routine tasks ends. If you wait until the change is complete, you may face longer waits or have to visit an office in person.

Frequently Asked Questions

Can I still call Social Security if I am over 65 or do not know how to use a computer?

Social Security recognizes that not everyone can use the online system. You can visit your local office in person, ask a family member to help you, or use free computer access at your library. For truly urgent matters, the phone line for complex cases will remain open, though wait times will be longer than they are now.

What if I lose my Social Security card and need a replacement right away?

You can order a replacement through your my Social Security account and it will arrive by mail in 7 to 10 business days. If you need it faster, visit your local Social Security office in person — they can issue a replacement card on the same day in most cases. Bring a photo ID and proof of your current address.

How do I know if my earnings record is correct?

Log into your my Social Security account and view your earnings history. If you see an error — such as a year with no earnings when you worked, or earnings attributed to the wrong year — you can report it through the account or contact Social Security. Errors in your earnings record can lower your benefit amount, so it is worth checking every few years.

What if I cannot create a my Social Security account because I do not have a credit history?

If the identity verification questions do not work for you, visit your local Social Security office in person with a photo ID. Staff can help you create an account or request documents directly. You can also ask a family member to create an account and request the document on your behalf.

Will explore for benefits online take longer than explore by phone?

explore online usually takes the same amount of time or less than explore by phone. You can fill out the process at your own pace, save your progress, and come back to it later. Social Security will contact you by phone or mail to complete the process and ask follow-up questions.