Earlier this month, the U.S. Social Security Administration (SSA) announced—and then withdrew—a plan to drastically cut telephone-based services. Political issues aside, the agency’s phone lines are already understaffed: on-hold times range from a boring 21 minutes to an excruciating three hours.
Fortunately, there are alternatives. This article is for those considering the online approach.
Setting Up an Online Account
First, the good news: if you need help getting started online, you don’t have to choose between figuring it out alone and making yet another call to the SSA. Online Social Security accounts (along with Veterans Affairs and other government accounts) are now available through ID.me or login.gov, which have much better customer service.
- ID.me has its own online help center.
- Login.gov’s helpline number is (844) 875-6446.
Once set up, online accounts can be used for a variety of Social-Security-related tasks, including:
- Reviewing account balance, statements, and estimated benefits
- Checking on application/appeal status
- Requesting replacement Social Security/Medicare/Medicaid cards
- Reporting changes in address or phone number
- If already receiving benefits, arranging or changing direct deposit
Super-Secure Social Security
Of course, cybersecurity is vital when dealing with such matters. You may have heard of “two-factor authentication” for digital accounts: it starts with the traditional username/password login. Then it requires a second confirmation of your identity—such as a code texted to your personal phone, or a scan of your fingerprint—before opening the account. The idea is that if someone manages to steal or hack your password, the second factor will still keep them out of your account.
Don’t be surprised if your Social Security account goes even further, and recommends a three-factor approach. Often, the third factor is an authentication app (or “authenticator app”), which generates its own codes and shares a “secret key” with account providers. Some popular authentication apps are:
Even In-Person Is Part Digital
Whether or not you want an authentication app on your phone, you’ll need that phone if you have an in-person appointment. The reason: Most SSA offices now require you to check in by scanning a QR code. If you get in the (usually very long) physical line without scanning, you may (eventually) reach the front only to be told to go scan the code—and then start over at the back of the line. (Many offices have someone to show visitors how the code works, but that can’t always be counted on.)
(If you don’t know anything about QR codes or phone settings, don’t be embarrassed: you have lots of company. Many questions are covered in our “Did You Know?” video series—or feel free to contact us directly.)
Additional Resources
For more information, check the following links:
- Digital Equity: Helping All People Participate
- How Your ID.me Wallet Works
- ID.me Government
- ID.me Press Releases and News
- Make or Change an Appointment (at an SSA office: also includes a list of tasks that can be done online)
- Save Your Place in Line with Mobile Check-In Express
- SSA Communications Center
Financial coaches at Easter Seals Greater Houston can also help you apply for Medicaid and figure out related SSA digital services.