Social Security online account locked - can't reset password or verify identity

Ugh, the SSA online systems are TERRIBLE!! I had the same issue last month - couldn't login, password reset didn't work, and verification codes never came through. After FOUR failed calls (got disconnected each time after waiting forever), I ended up using Claimyr.com to get through to an actual person at SSA. It's a service that basically waits on hold for you and calls when an agent is ready. Saved me from losing my mind! They have a demo video at https://youtu.be/Z-BRbJw3puU that explains how it works. Only way I finally got my account reset.

same thing happened to me but i just gave up lol. not worth the hassle when you can just call or visit an office

There are a few technical troubleshooting steps you can try before resorting to calling SSA: 1. Clear your browser cache and cookies completely 2. Try a different browser entirely (Chrome instead of Firefox, etc.) 3. Disable any password managers or autofill features 4. Try from a different device (computer instead of phone) 5. Check if your email provider is blocking SSA messages (check spam/junk folders) If the verification email for Login.gov isn't coming through, that suggests either an email filtering issue or possibly you have an old email on file with SSA. For the "cannot match information" error, double-check you're entering your name EXACTLY as it appears on your Social Security card (including middle initial if present on card). Even a small discrepancy will cause the system to reject your information.

The online account system is unreliable at best. When you say "cannot match information" - that often means there's a discrepancy between what you're entering and what's in their system. Common issues include: - Name changes (marriage/divorce) not properly recorded - Address changes not updated in all SSA systems - Date of birth typo in their system (happens more than you'd think) - Different formatting of your street address Unfortunately, these verification issues almost always require speaking to a human agent. You might consider trying to call at unusual hours - right when they open at 8am or in the last hour before they close. Wait times can be shorter then.

@OP - No, that's the good thing about Claimyr - you don't give them ANY of your personal info like SSN or anything. They just connect the call and then you talk directly with the SSA person when they come on the line. I was skeptical too, but it actually worked great. The SSA rep I finally talked to said there was a flag on my account for "suspicious activity" (which was just ME trying to log in multiple times 🙄) and they removed it.

Everyone's suggestions for accessing ur account are good... but you could also try reaching out to your local congressional office!! I swear they have special connections to SS. My rep's office has a case worker who deals with SS issues all the time. They helped me get my account unlocked in like 2 days after I spent WEEKS trying to do it myself. Just google "[your congressional district] casework" and they usually have a form you can fill out. They LOVE solving these problems because it's an easy win for them.

I had this EXACT problem last month and it turned out there was a typo in my date of birth in the SSA system. The month and day were swapped (European format). So frustrating because I couldn't verify my identity online since what I was entering (correctly) didn't match their incorrect data. I finally got through on the phone after THREE HOURS on hold, and the agent fixed it in literally 2 minutes. The whole system is broken when it takes 3 hours to fix a 2-minute problem. I ended up taking a sick day just to deal with this. Ridiculous that we can't get basic online account access to work in 2025!

did u try resetting it using your security questions? sometimes that works when the email thing doesnt

I see several people mentioning that you might have incorrect information in your SSA record. This is extremely common and often requires speaking with an agent to resolve. A few specific things to check when you do get through to someone: 1. Verify the exact spelling of your name in their system 2. Confirm your date of birth is correct (as another user mentioned, transposed numbers are common) 3. Make sure your address is formatted exactly as they have it (Ave vs Avenue can cause failures) 4. Check if you have any identity verification flags on your account from failed login attempts If you've moved recently or changed your name, these verification issues become even more likely. Unfortunately, SSA's identity verification is very rigid - if something doesn't match exactly, it fails with no helpful error messages.

After I finally got my account fixed, the agent told me they're having TONS of problems with their verification system right now. Apparently they implemented new security measures after some data breaches last year, and it's causing chaos with legitimate users trying to access their accounts. The agent actually apologized to me about it! She said they're aware of the issues but it'll take months to fix all the problems. Government efficiency at its finest! 🙄