What Social Security service delivery improvements mean for you
Social Security has made changes to how it delivers services — the ways you can contact them, apply for benefits, and manage your account. These improvements include online tools, phone options, and in-person services at local offices. The goal is to make it simpler to get information and handle your Social Security business without unnecessary delays or trips.
The improvements rolled out over time and continue to expand. Some are available nationwide; others are still being tested in certain areas. Understanding what's available where you live helps you choose the fastest way to get what you need.
Key Takeaways
- You can now create a my Social Security account online to view your earnings record, check benefit estimates, and manage some account details without calling or visiting an office.
- Social Security expanded phone hours and added callback options so you don't have to wait on hold for hours to reach someone.
- Video services let you complete certain transactions face-to-face with a Social Security representative from home, without traveling to an office.
- Local Social Security offices remain open for people who need in-person help, though hours and services vary by location.
- Mobile outreach units visit some communities to serve people who have difficulty reaching a regular office.
Creating and using a my Social Security account
A my Social Security account is a free online tool you create on the Social Security website. Once you set it up with your email and a password, you can log in anytime to see your Social Security earnings record, get an estimate of your future benefits, and change your address or phone number.
You do not need to call Social Security or visit an office to check these things. The account shows what Social Security has on file about your work history, which matters because errors in your earnings record can lower your benefits. You can also request a replacement Social Security card through your account in some states, and manage direct deposit information for your benefits if you already receive them.
To create an account, go to ssa.gov and look for the my Social Security link. You'll need to verify your identity, which Social Security does by asking questions about your credit history or by sending a code to your phone or email. The whole process takes about 10 minutes.
Phone and callback services
Social Security's main phone line is 1-800-772-1213. Historically, wait times were long — sometimes hours. The agency has added more staff and created a callback option so you don't have to hold.
When you call, you can now request a callback instead of waiting on the line. Social Security will call you back at a time you choose, usually within 24 hours. This is especially useful if you're calling during busy times or don't want to spend hours on hold. You still need to call to request the callback; it's not automatic.
Phone hours are generally 7 a.m. to 7 p.m., Monday through Friday. Some offices offer extended hours or Saturday service in certain areas. If you're deaf or hard of hearing, TTY services are available at 1-800-325-0778.
Video services for remote transactions
Social Security now offers video appointments in some locations. You can sit at home with a computer or phone and talk face-to-face with a Social Security representative through a secure video connection. This works for certain tasks like reviewing your application, answering questions about your case, or signing documents.
Video appointments are not available for every type of transaction yet. The agency is expanding this service gradually. To learn about video service is available for what you need, call 1-800-772-1213 or check your local Social Security office's website.
You'll need a device with a camera and internet connection, and a quiet place where you can talk privately. Social Security sends you a link to join the video call at your scheduled time.
In-person services at local offices
Local Social Security offices remain open for people who need to apply in person, bring documents, or handle matters that require face-to-face help. Office hours and services vary by location. Some offices are open Monday through Friday, 9 a.m. to 4 p.m.; others have different schedules.
You can find your nearest office and its hours on the Social Security website by entering your zip code. Many offices now ask you to make an appointment rather than walk in, especially after the pandemic. Calling ahead or checking online before you go saves a wasted trip.
If you cannot reach an office easily — because you live far away, have mobility issues, or lack transportation — ask about mobile outreach. Some areas have Social Security representatives who travel to community centers, libraries, or senior centers on a schedule.
Online services and account management
Beyond my Social Security, the agency has added other online tools. You can report a change of address, request a replacement card in participating states, and check the status of an application you've already submitted — all without calling.
If you receive benefits, you can also manage your direct deposit, view your benefit payment history, and request a benefit verification letter online. These letters are often needed for housing, loans, or other purposes, and getting one online is faster than waiting for mail.
The Social Security website also has a tool to help you understand which benefits you might be may have access to to based on your age, work history, and family situation. This is informational only and does not start an actual application, but it helps you understand your options before you contact Social Security.
What to do if you run into problems
If you try to use an online tool and it doesn't work, or if you can't reach someone by phone, you have options. You can visit a local office in person. You can also contact your U.S. representative or senator's office — they have staff who work with Social Security on behalf of constituents and can sometimes speed up a response.
If you believe Social Security made an error on your account or denied you benefits unfairly, you have the right to appeal. The process and timeline depend on what you're appealing, but Social Security must explain your appeal rights in writing when they make a decision.
Frequently Asked Questions
Do I have to use online services, or can I still call or visit an office?
Social Security still accepts phone calls and in-person visits. The online tools and video services are options, not requirements. You can use whichever method works best for you. Some people use my Social Security for quick lookups and call for more complex questions.
Is my Social Security account secure?
Yes. The account uses encryption and requires you to verify your identity before you can create it. Social Security does not ask for your password by email or phone. If someone contacts you claiming to be from Social Security and asks for your password, it's a scam — hang up or delete the message.
How long does a video appointment take?
Video appointments usually last 15 to 30 minutes, depending on what you need to do. You schedule a specific time, so you're not waiting. If your case is complicated, the representative might schedule a follow-up call or ask you to come in person.
What if I don't have internet or a computer?
You can still call 1-800-772-1213 or visit a local office. Social Security has not eliminated phone and in-person service. Libraries and senior centers often have computers you can use if you need to access my Social Security but don't have internet at home.
Can I apply for benefits online?
You can start an application for retirement, disability, or survivor benefits online at ssa.gov. You don't have to complete it all at once — you can save your progress and come back. Some people start online and finish by phone or in person if they have questions.