Social Security online account login issues for hearing-impaired sister - alternative to phone verification?

my mom had this EXACT same problem!! the code never came and then they locked her out completely. ended up having to go to the local office in person with id and everything. total nightmare if u ask me

There are a few potential solutions to try before resorting to an in-person visit: 1. Try the "Forgot Username/Password" option rather than creating a new account. Sometimes this bypasses some of the stricter verification requirements. 2. For hearing-impaired individuals, SSA does offer alternative contact methods. Your sister can use the TTY service at 1-800-325-0778 if she has access to that equipment. 3. Another option is to try logging in using the ID.me recovery process rather than the SSA website directly. Go to ID.me first, recover access there, then try accessing the SSA portal. 4. She might also consider appointing you as her representative using Form SSA-1696, which would allow you to handle account issues on her behalf once processed.

have u tried using a different browser? sometimes that works. or clearing all your cookies. the ssa website is just terrible lol

I went through something similar with my husband's account last year. After weeks of frustration, I discovered a service called Claimyr that helped us get through to an actual SSA representative without the usual 2+ hour wait. You can check out how it works at claimyr.com or watch their demo at https://youtu.be/Z-BRbJw3puU They connected us to an agent who was able to reset the verification process and send a new code. Much better than going to the office in person, especially for someone with hearing difficulties. The agent can make notes on the account about accommodations needed.

Let me clarify a few things that might help with your sister's situation: 1. The verification code should arrive within 5-10 business days. If it's been longer than that, something went wrong in the process. 2. For individuals with hearing impairments, SSA has accessibility options beyond just phone calls. They can communicate via secure messaging once an account is established, but that doesn't help with the initial verification. 3. One effective solution is to schedule an in-person appointment for your sister. While walk-ins are possible, scheduled appointments receive priority and she can request accommodations for her hearing impairment in advance. 4. If she decides to try calling again, she can use the "Agent" keyword when navigating the automated system to reach a representative faster. 5. The "We cannot verify the information you provided" error typically means there's a mismatch between what was entered and what's in SSA's records - often something simple like a previous address or name variation.

I HATE the new login system!!! Been using my SS account for YEARS with no problem until they forced everyone to use that id.me garbage. Took me 3 tries and having to upload my drivers license AND do a video selfie thing??? Totally invasive if you ask me. The government needs to make these services accessible to EVERYONE, especially people with disabilities. Your sister shouldn't have to jump through all these hoops just to access HER OWN information!

Update: We tried using Firefox instead of Chrome and going through the password reset process rather than trying to create a new login, but we're still getting stuck. I think we're going to have to try scheduling an in-person appointment. Does anyone know if I would be able to go with her to help explain things to the SSA representative? She can communicate fine in person when she can see someone's face, but sometimes misses details.

I work with accessibility services and wanted to mention a few additional options that might help your sister. The SSA has a specific accommodation request process - she can call 1-800-772-1213 and ask to speak with someone about ADA accommodations for her hearing impairment. They can sometimes waive certain verification steps or provide alternative methods. Also, some local libraries have assistive technology centers that include TTY equipment or video relay services that might help with phone calls if needed. The reference librarians are usually great at helping people navigate government websites too. One more thing - if the in-person visit doesn't work out, you might also try contacting your congressional representative's office. They often have staff who specialize in helping constituents with federal agency issues like this.