What's causing the delay in Social Security identity proofing
Social Security's identity proofing process — the step where you prove who you are before accessing your account online — has experienced significant slowdowns since late 2023. The agency switched to a new verification system called In-Person Proofing, which requires you to visit a Social Security office or use a video call with an agent instead of completing the process instantly online.
The delay stems from two problems working together. First, Social Security's old online verification system (which used third-party companies like ID.me) became unreliable and rejected many legitimate users. Second, the agency did not have enough staff or office capacity to handle the volume of people who now need in-person or video verification. This created a backlog that has persisted for months.
The wait time varies by location and method. Some people complete video verification within days; others wait weeks for an in-person appointment. If you need to access your Social Security account and hit this delay, you have options that do not require waiting.
Key Takeaways
- Social Security now requires in-person or video verification instead of instant online proofing, which has created delays ranging from days to several weeks depending on your location.
- You can schedule a video call with a Social Security agent or book an in-person appointment at a local office, but both methods have wait times.
- If you need information about your benefits or account now, you can call Social Security directly at 1-800-772-1213 without waiting for online access.
- Some tasks — like changing your address or reporting a death — can be handled by phone or mail without needing to log into your account online.
- The delay affects new users trying to create an account and existing users who need to re-verify their identity.
How the new identity proofing process works
When you try to create a my Social Security account or log in after your verification expires, the system now directs you to one of two paths: video call or in-person visit. You cannot skip this step to access your account.
For a video call, you schedule an appointment through Social Security's website. You will need a government-issued photo ID (driver's license, passport, or state ID), proof of your Social Security number (your Social Security card, W-2, or tax return), and proof of your current address (utility bill, lease, or bank statement). The agent will ask you questions about your identity and may ask you to show documents to the camera. The call typically lasts 10 to 15 minutes.
For an in-person visit, you go to your local Social Security office with the same documents. You bring the originals, not copies. The agent verifies your identity and completes the proofing on the spot. This method is faster if you can get an appointment quickly, but many offices have long waits.
Current wait times and how to check yours
Wait times are not published by Social Security in one central place. The agency does not post average delays online. Instead, you learn your wait time when you try to schedule an appointment through the my Social Security website or by calling 1-800-772-1213.
Video appointments generally have shorter waits than in-person visits in most areas, though this varies. Some people report getting a video slot within 3 to 5 days; others wait 2 to 3 weeks. In-person appointments at busy offices can have waits of 4 to 8 weeks or longer. Rural areas and less-busy offices sometimes have faster availability.
If you call the main Social Security number, an agent can tell you the current wait for your area and help you schedule. They can also answer questions about your account without you needing to log in online, which may solve your problem without waiting for proofing.
What you can do while waiting for verification
You do not have to wait for online access to handle many Social Security tasks. Calling 1-800-772-1213 lets you speak with an agent who can look up your benefit amount, check your payment status, report a change of address, report a death in your family, or answer questions about your account. Have your Social Security number and date of birth ready.
If you need a replacement Social Security card, you can request one by mail or in person at your local office. You do not need online access. If you need to report earnings or update your work history, you can do that through your tax return or by contacting the agency directly.
For Medicare-related questions, you can call Medicare at 1-800-633-4227 instead of waiting for Social Security access. If you are applying for benefits and need to submit documents, you can mail them or drop them off at a local office.
Scheduling a video appointment or office visit
To schedule either type of appointment, start at ssa.gov and look for the "Schedule an Appointment" option. You will need to enter your Social Security number and answer security questions. The system will show available dates and times for your area.
If the website is not working or you prefer to schedule by phone, call 1-800-772-1213. An agent can book your appointment and answer questions about what documents to bring. The phone line is open Monday through Friday, 7 a.m. to 7 p.m. your local time.
For a video appointment, you will receive a link via email or text message a day or two before your scheduled time. You need a quiet space, good internet connection, and a device with a camera (phone, tablet, or computer). For an in-person visit, bring all original documents listed above and arrive a few minutes early.
Why Social Security made this change
The old online verification system had a major flaw: it rejected many people who were actually who they claimed to be. The third-party companies handling verification made mistakes, flagged legitimate users as suspicious, and created frustration. Social Security decided that in-person or video verification — where a real agent can ask questions and see you — was more reliable.
The trade-off is that this method takes longer and requires more staff time. Social Security has been hiring and training more agents, but the backlog has not cleared completely. The agency says it is working to reduce wait times, but there is no announced date when the delays will end.
If you cannot wait for an appointment
If you need information from your account urgently, call Social Security instead of waiting. An agent can tell you your benefit amount, payment date, and other details without you logging in. This is the fastest way to get answers.
If you need to change your address, report a death, or handle another specific task, ask the phone agent whether it can be done over the phone or by mail. Many tasks can be completed without online access, which saves you the wait.
If you are applying for benefits and the delay is holding up your application, contact your local Social Security office directly. Explain your situation to an agent, and they may be able to move your case forward without requiring you to complete online proofing first.
Frequently Asked Questions
How long does identity proofing usually take once I schedule an appointment?
A video call typically takes 10 to 15 minutes. An in-person visit usually takes 15 to 30 minutes, depending on how busy the office is. You receive your verification confirmation immediately after the appointment, and your online account access is restored right away.
What if I do not have all the documents they are asking for?
Call Social Security at 1-800-772-1213 and explain what documents you have. An agent can tell you whether your alternatives are acceptable. For example, if you do not have your original Social Security card, a W-2 or tax return showing your number may work instead.
Can I use a video appointment if I do not have good internet at home?
Yes. You can use the video appointment from a library, community center, or friend's house — anywhere with a stable internet connection and a quiet space. You still need your own government ID and documents, but the location is up to you.
Will the delay affect my benefits if I cannot get verified right away?
No. Your benefits continue to be paid on schedule whether or not you have online access. The delay only affects your ability to log into your account to view information. It does not stop your payments or change your benefit amount.
Is there a way to skip the identity proofing and just call Social Security instead?
You cannot skip proofing if you want to create or access an online account. However, you do not need an online account to handle most Social Security business. You can call, visit an office in person, or mail documents instead. Many people manage their benefits without ever logging in online.