I am having problems with the transition, and I'm unable to get assistance from your Help Desk. What do you suggest?
Below are some additional resources you can use if the Help Desk is unable to assist you or the wait time is too long.
- For step-by-step instructions on how to make the transition, watch this video.
- If you're having trouble signing in, please verify your web browser is up to date and try clearing your browser's cache and cookies. To verify your web browser is up to date, go to your browser's settings or “Help” section and look for an option to check for updates.
- For assistance with Login.gov accounts, visit the Login.gov Help Center.
- If you prefer, you have the option to create or use an existing ID.me account to access your personal my Social Security account. For assistance with ID.me accounts, visit the ID.me Help Center.
How do I get new backup codes for my Login.gov account?
Backup codes are an option for Login.gov users who do not have access to a phone. If you select this option, Login.gov will generate a set of 10 codes. After you sign in with your username and password, you will be prompted for a code. Each code may be used only once. When the 10th code has been used you will be prompted to download a new list. Treat your recovery codes with the same level of care as you would your password. Backup codes are the least secure option for two-factor authentication. Backup codes must be printed or written down, which makes them more vulnerable to theft and phishing.
Only Login.gov customer support can assist with backup codes: Authentication methods. If you need additional assistance, visit the Login.gov Help Center.
My only phone is my home phone. How can I access my personal my Social Security account?
A phone is not required to create a Login.gov account. Login.gov offers several authentication methods. If you cannot use any other Multi-Factor Authentication (MFA) option that Login.gov supports, or if you prefer the phone, then you can receive your MFA code via a phone call to your landline.
If you created your account before September 18, 2021, you may sign in using your username and password. If you do not have a mobile phone, you can choose to receive your one-time security code via email. You will need to create a Login.gov or ID.me account to continue accessing your personal my Social Security account.
My spouse and I share a mobile phone, no landline. How do I proceed?
Login.gov offers authentication methods other than the phone. You'll find more information at Authentication methods. Both you and your spouse can add the same mobile phone number to your separate Login.gov accounts. If you would like to use your mobile phone as one of your Multi-Factor-Authentication (MFA) methods, you can choose to receive your MFA code via text or phone call.
What is the difference between Login.gov and ID.me?
Login.gov and ID.me are our two credential service providers.
Login.gov is your one government account for simple, secure, and private access to participating government agencies. You can use your Login.gov account to access your Social Security benefits, services, and information. You can use that same Login.gov account to manage other government benefits and services. For more information, visit the Login.gov help center.
ID.me is a single sign-on provider that meets the U.S. government's online identity proofing and authentication requirements. You do NOT need to create a new ID.me account specifically for Social Security services. You can use one ID.me account to access both government and private services. For more information, visit the ID.me help center.
What if I don't transition to Login.gov or ID.me? Will that affect my Social Security payments?
Your Social Security benefits and Medicare premium deductions are not affected by the transition. However, to continue using our many convenient online services without interruption, you will need to transition to a Login.gov or ID.me account. If you do not transition your Social Security username to Login.gov or you don’t have an ID.me account, you will not have access to your personal my Social Security account.
I created a Login.gov account but it doesn't link to my personal my Social Security account, and I can no longer sign in to my account with my username. What can I do?
You must sign in to your personal my Social Security account from our website. If you are attempting to access your personal my Social Security account from another Login.gov sign-in page, you will likely not see anything related to Social Security. If you have attempted to transition your account to Login.gov and are still unable to access your account from our website, you may have to go through the identity proofing process again. You can contact the Login.gov Help Center or call Social Security at 1-800-772-1213, Monday through Friday, 8:00 a.m. to 7:00 p.m. and say “Help Desk” at the voice prompt. You can also make an appointment to visit a visit a local Social Security office for assistance.
My Login.gov account works just fine for NIH, and it shows it's linked to my personal my Social Security account, but I can't access it. My username was deleted, but that didn't resolve the problem. Can you help?
You must sign in to your personal my Social Security account from our website. If you are attempting to access your personal my Social Security account from another Login.gov sign-in page, you will likely not see anything related to Social Security. If your original account was deleted, it cannot be recreated. If you have attempted to transition your account to Login.gov and are still unable to access your account from our website, you may have to create or sign in with your existing Login.gov or ID.me account and you may be required to complete the identity proofing process again. You can contact the Login.gov Help Center or call Social Security at 1-800-772-1213, Monday through Friday, 8:00 a.m. to 7:00 p.m. and say “Help Desk” at the voice prompt. You can also make an appointment to visit a local Social Security office assistance.
I signed in using Login.gov, but I'm confused. Where do I find out when I'm getting my Social Security payment?
If you can't sign in to your personal my Social Security account and you have a question about your payments, please call 1-800-772-1213, Monday through Friday, 8:00 a.m. to 7:00 p.m. Wait times to speak to a representative are typically shorter in the morning, later in the week, and later in the month. You may be able to get the information you need using our automated phone services. They're available 24 hours a day and do not require you to wait to speak with a representative.
I received an activation code in the mail and followed the instructions in your letter, but I was never prompted for the activation code. Did I miss something?
Please make sure to sign in with the same email that you used while registering for the account, so that you will be prompted to enter the activation code you received.
I've tried numerous times to receive an activation code, but nothing comes through. What should I do?
In some cases, we must mail your activation code when we are unable to verify your phone number. If you are having problems receiving or entering your activation code, you can call us at 1-800-772-1213, Monday through Friday, 8:00 a.m. to 7:00 p.m. Please say "Help Desk" at the voice prompt.
The Social Security text I received with a code was supposed to have a letter, but it doesn't. The code and directions didn't work. What should I do?
If you are having problems receiving or entering your activation code, you can call us at 1-800-772-1213, Monday through Friday, 8:00 a.m. to 7:00 p.m. Please say "Help Desk" at the voice prompt.
What is the deadline for making the transition to Login.gov?
Starting March 29, 2025, when you sign in to your personal my Social Security account using your username and password, you will be required to transition to Login.gov to access our online services. If you prefer, you have the option to create or use an existing ID.me account to access your personal my Social Security account. Later this year, the “Sign in with Social Security Username” option will be removed, so it's important you act right away.
My profile email address is no longer valid. How do I change to a new email?
If you need to update your email address, please sign in to your personal my Social Security account with your username and password. When prompted for the security code, indicate that you no longer have access to that email. Follow the on-screen instructions and request a reset code, which will be sent by U.S. mail to your verified address.
What should I do if I got the following error message? "Bad Request. Your browser sent a request that this server could not understand. Size of a request header field exceeds server limit."
- Clear your browser cache and cookies: This is usually the first step to resolve this issue.
- Try incognito mode: Open the website in your browser's incognito mode to determine if the issue persists.
- Restart your browser: Sometimes a simple browser restart can fix the problem.
What if I live outside the United States?
Customers with a foreign mailing address should create an account with ID.me following the instructions on our Service Around the World webpage. Many online services are now accessible overseas with an ID.me account.
One authentication option mentioned is the USB security key. Can that USB key work with two different accounts, for example, Social Security and a bank account? Or do I have to buy two of them?
The USB security key is an authentication method offered by Login.gov, so we recommend you contact the Login.gov Help Center for assistance. More information on Login.gov authentication options can be found at Authentication methods.
I need to change my phone number so I can get a code and continue the transition process. I cannot find where to change the phone number.
For assistance with the phone number associated with your Login.gov account, please visit Change the phone number associated with your account.
For all accounts created on or after September 18, 2021, you must contact Login.gov or ID.me to update your contact information. You may contact the Login.gov Help Center for assistance with Login.gov accounts and the ID.me Help Center for assistance with ID.me accounts.
For accounts created before September 18, 2021, you can update your contact information in the Security Settings screen of your personal my Social Security account. If you no longer have access to your cellphone number (or email address), you can sign in to your account with your username and password. When you are prompted to verify your contact information, you will indicate that you no longer have access to your cellphone number (or email) and follow the instructions.
Why do I need to provide ID for the transition process?
In some cases, we or one of our credential service providers may need to obtain additional evidence to verify your identity to protect your personal information.
What if I share an email address with another person, like my spouse?
Each customer is required to create their own unique Login.gov account using a unique email address. You may not share your account or an email address with anyone, including a spouse or other family members.
What is an activation code?
If you create a new Login.gov credential, you will need an activation code to finish transitioning your personal my Social Security account. You only have to do this part once. You are given the option to receive your activation code by mail, text message, or automated phone call. In some cases, we must mail you an activation code because we are unable to verify your phone number. You should receive your activation code in the mail within 10 days. The activation code is valid for 30 days. If you do not activate your account within 30 days, you must request a new activation code. If you are having problems receiving or entering your activation code, you can call us at 1-800-772-1213, Monday through Friday, 8:00 a.m. to 7:00 p.m. Please say "Help Desk" at the voice prompt.
What is a security code?
A security code is a one-time code that we send to a customer's email or cellphone as part of the two-factor authentication process. We require the customer to enter the one-time security code online every time they attempt to sign in to their secure my Social Security account.
Why am I not receiving the security code I requested?
It is possible that multi-factor text messages are blocked on your phone, or you have previously opted out of receiving text messages from Social Security. Please verify with your cellphone provider that text messages from Social Security are allowed. If you have previously opted out of our text messages by replying STOP, please call us at 1-800-772-1213, Monday through Friday, 8:00 a.m. to 7:00 p.m. Please say "Help Desk" at the voice prompt.
Why am I being asked to transition from a Social Security username to Login.gov?
You will no longer be able to access your personal my Social Security account with your Social Security username. You will need an account with one of our credential service providers, Login.gov or ID.me. This will simplify your sign-in experience, provide safe and secure access to our online services, and better align with federal authentication standards.
How do I transition my existing Social Security username to Login.gov?
When you sign in with your Social Security username, we require you to transition to Login.gov. When you transition, you will be asked to create a Login.gov account. You will also have the option to use your existing Login.gov or ID.me account. Watch our online video tutorial for step-by-step instructions on how to transition your personal my Social Security account.
What if I've forgotten or can’t find my username or password for my personal my Social Security account?
If you cannot remember or need to reset your Social Security password for your personal my Social Security account, visit the sign-in page select the "Sign in with Social Security Username". From there, select "Forgot Password?" and follow the steps. Select “Forgot Username?” for username retrieval.
If I already have a Login.gov or ID.me account, do I need to create a new one?
No. If you have a Login.gov or ID.me account, you can use your existing account to access Social Security’s online services.
Can I have both a Login.gov and ID.me account?
You can have an account with both Login.gov and ID.me and access your personal my Social Security account with either one.
Can I still use my Social Security username?
When you sign in with your Social Security username and password, you are now required to have an account with Login.gov or ID.me. Effective March 29, you will need to transition your username to Login.gov to continue to use our many convenient online services without interruption. If you prefer, you have the option to create or use an existing ID.me account to access your personal my Social Security account.
Do I need to do anything if I created a personal my Social Security account on or after September 18, 2021?
No. You are all set. Accounts created on and after this date use Login.gov or ID.me.
