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! 🙄

I'm dealing with something similar right now! Been locked out for 3 weeks. One thing that might help - I found out from a friend who works in IT that sometimes the SSA system has issues with certain email providers. Gmail and Yahoo seem to work better than some of the smaller ones for receiving verification codes. Also, if you have an old phone number on file with them, that could be blocking the 2-factor authentication texts. I'm planning to try the congressional office route that @Emma Johnson mentioned - seems like that might be the most reliable option when the regular channels fail. The fact that multiple people here have had success with their representatives' caseworkers is pretty encouraging. Has anyone tried using the "Contact Us" form on the SSA website? I'm wondering if that's another way to get help without sitting on hold for hours.

I went through this exact nightmare about 6 months ago! What finally worked for me was a combination of things mentioned here. First, I cleared ALL my browser data (not just cache - everything including saved passwords and site data). Then I used a completely different device and tried creating the Login.gov account again, but this time I used a Gmail address instead of my work email. The verification code came through within minutes! The key thing I learned is that SSA's system is incredibly picky about browser sessions. If you've had multiple failed attempts, it sometimes "remembers" your device and keeps blocking you even after clearing cache. Using a different computer/phone essentially gives you a "clean slate" with their system. Also, when entering your personal info, try typing it EXACTLY as it appears on official documents - not how you normally write it. For example, if your middle name is abbreviated on your SS card, use the abbreviation. If your address has "Street" spelled out vs "St.", match whatever format they have on file. The congressional office route is definitely worth trying if the technical fixes don't work. I wish I had known about that option when I was dealing with this mess!

I've been following this thread and wanted to share another potential solution that worked for my sister recently. If you have access to your old tax returns or W-2s from previous years, try using that information when creating your Login.gov account or answering verification questions. Sometimes the SSA system cross-references with IRS data, and using your exact previous year's income amount or employer name from your tax documents can help with identity verification. Also, one thing I haven't seen mentioned here - if you have a library card, many public libraries have dedicated "government services" computers that are specifically set up for accessing federal websites like SSA. The librarians sometimes know tricks for getting these sites to work properly, and using their computers might bypass whatever browser/device issues you're having. My local library even has staff who help people navigate government websites during certain hours. The congressional office route really does work though - my neighbor used it for a Medicare issue and was shocked how quickly they resolved it. Definitely worth trying if the technical solutions don't pan out!

I've been reading through everyone's suggestions and they're all really helpful! I'm going to try a systematic approach based on what's worked for others here: 1. First, I'll try the library computer idea - that's genius and eliminates any device/browser issues 2. Use my Gmail instead of work email for Login.gov verification 3. Make sure I'm entering my info EXACTLY as it appears on my Social Security card 4. If that doesn't work, I'll contact my congressional representative's office One question for those who successfully got through - when you finally spoke to an SSA agent, did they explain what specifically was causing the verification failures? I'm curious if there's a pattern to these issues that might help others avoid them in the future. Thanks everyone for sharing your experiences - this thread has been way more helpful than anything on the official SSA website!

I work as a customer service trainer for a federal contractor and deal with authentication issues across multiple government systems daily. Here are some additional technical insights that might help: The SSA's identity proofing system uses what's called "knowledge-based authentication" (KBA) that pulls from credit bureau data, public records, and other sources. If you've had recent credit changes, moved, or have a common name, this can cause failures even with correct information. Try this specific sequence: 1) Use incognito/private browsing mode, 2) Disable ALL browser extensions, 3) Use your legal name exactly as it appears on your most recent tax return (not your SS card, as tax records are more frequently updated), 4) If you've lived at your current address less than 2 years, try using your previous address for verification. Also, the SSA system has "cooling off" periods - if you fail verification multiple times, you may be temporarily blocked from trying again. This can last 24-72 hours depending on how many attempts you've made. For Login.gov specifically, they recently changed their email verification process. The codes now expire in 10 minutes (down from 30), and some corporate email servers are blocking them entirely. Try using a personal Gmail or Yahoo account and check your spam folder within 5 minutes of requesting the code. The congressional office route is indeed your best bet if technical solutions fail - they have direct lines to SSA's technical support team that can override these authentication locks immediately.

I'm a newcomer here but wanted to share what worked for me when I had this exact same issue a few months ago. After reading through all these great suggestions, I'd definitely recommend trying the library computer approach first - that's brilliant and something I wish I had thought of! What finally solved it for me was a combination of several things mentioned here: I used a completely clean browser session (incognito mode), switched to my personal Gmail account, and most importantly, I called my state representative's office. The caseworker there was amazing - she had a direct line to SSA's technical support team and got my account unlocked within 48 hours. The SSA agent explained that my account had been flagged due to too many failed login attempts, PLUS there was an old employer name in their system from 3 years ago that wasn't matching my current information. These backend data mismatches are apparently super common but the error messages never tell you what's actually wrong. For anyone still struggling with this - don't feel bad about contacting your congressional office. The caseworker told me they handle SSA account issues all the time and it's actually one of the easier problems for them to resolve. Much better than sitting on hold for hours!