The Social Security website goes down regularly, and when it does, you cannot create an account, check your benefit status, or request a replacement Social Security card online

Social Security's online services — including my Social Security, the account portal where you manage benefits and view earnings records — experience outages several times a year. These can last anywhere from a few hours to a full day. When the site is down, the agency does not always announce it in advance, so you may discover it only when you try to log in.

The outages happen for scheduled maintenance (usually announced on the Social Security website homepage beforehand) and unscheduled technical problems (which are not announced). During either type of outage, you cannot complete transactions online, but you still have other ways to reach Social Security and handle urgent matters.

Key Takeaways

  • Call Social Security's main line at 1-800-772-1213 (TTY 1-800-325-0778) to speak with a representative when the website is down; wait times are typically shorter early in the morning on weekdays.
  • Visit your local Social Security office in person if you need to handle something urgent — offices are open Monday through Friday, 9 a.m. to 4 p.m., though some have reduced hours.
  • Check the Social Security homepage or call before you go to an office, because some locations require an appointment and may not accept walk-ins.
  • If you need a replacement Social Security card and the website is down, you can request one by mail or in person at your local office.
  • Scheduled maintenance windows are usually posted on the Social Security website several days in advance, so you can plan around them.

How to reach Social Security by phone when the website is down

The main Social Security phone line is 1-800-772-1213. This number works whether the website is down or not. You will reach an automated system first, which will ask you to select your language and the reason for your call. After you make your selection, you will either be routed to an automated service (for simple tasks like checking your benefit amount) or placed in a queue to speak with a representative.

Wait times vary. Early morning calls on weekdays — between 8 a.m. and 10 a.m. — typically have shorter waits than afternoon calls. If you call during peak hours (late morning through early afternoon), you may wait 30 minutes or longer. The line is open Monday through Friday, 7 a.m. to 7 p.m. Eastern time. If you are deaf or hard of hearing, use the TTY number: 1-800-325-0778.

Have your Social Security number ready when you call, along with any documents related to your question — for example, a birth certificate if you are requesting a replacement card, or a recent benefit statement if you are asking about your payment amount.

Visiting a Social Security office in person

If you need to handle something urgently and cannot reach the phone line, you can go to your local Social Security office. To find the nearest one, visit ssa.gov/locator and enter your zip code. The locator will show you the office address, phone number, and hours.

Most offices are open Monday through Friday, 9 a.m. to 4 p.m., but some have reduced hours or are open only certain days. Many offices now require an appointment. Before you go, call the office directly or check the locator page to see whether walk-ins are accepted. If appointments are required and none are available, the office will tell you when the next opening is.

Bring your Social Security number, a photo ID, and any documents related to your request. If you are requesting a replacement card, bring your birth certificate or a certified copy. If you are reporting a change in your circumstances (like a name change or address change), bring proof of the change.

What you can and cannot do when the website is down

When my Social Security is unavailable, you cannot create a new account, log into an existing account, view your earnings record, change your address or phone number, request a replacement card online, or check the status of a pending application. You also cannot use the online tool to request a benefit verification letter.

However, you can still call Social Security to do most of these things. You can report a change of address, request a replacement card, ask about your benefit amount, or check on an application status by phone. The one exception is creating a my Social Security account — if the website is down, you cannot create an account until it is back online, but you can still access your information and handle transactions by phone or in person.

Scheduled maintenance windows and how to plan around them

Social Security performs scheduled maintenance on its website, usually on weekends or late at night on weekdays. When maintenance is planned, the agency posts a notice on the homepage of ssa.gov several days in advance. The notice will tell you the date and time the site will be unavailable and how long the outage is expected to last.

If you know you need to do something online — like create an account or request a card — check the Social Security homepage first to see whether maintenance is scheduled. If it is, plan to do it before the maintenance window or wait until the site is back online. If you need something urgently during a scheduled outage, call 1-800-772-1213 or visit your local office.

Unscheduled outages and what to do if the site goes down without warning

Unscheduled outages happen without advance notice. If you try to log into my Social Security and the site will not load, or you get an error message, the website may be down. Before you assume it is an outage, try these steps: clear your browser's cache and cookies, try a different browser, or wait 15 minutes and try again. Sometimes the problem is on your end, not Social Security's.

If the site is still not working after you have tried these steps, check the Social Security homepage to see whether there is an outage notice. You can also call 1-800-772-1213 to confirm whether the website is down and to handle your transaction by phone instead. Social Security does not always post an outage notice immediately, so calling is the fastest way to find out.

Getting a replacement Social Security card when the website is down

Normally, you can request a replacement card through my Social Security without visiting an office. When the website is down, you have two other options: mail or in-person.

To request by mail, fill out Form SS-5 (Application for a Social Security Card), which you can download from ssa.gov or request by calling 1-800-772-1213. Mail the completed form along with proof of citizenship (birth certificate or passport), proof of identity (driver's license or state ID), and proof of age (birth certificate) to your local Social Security office. The address is on the form. Processing takes about two weeks after Social Security receives your application.

To request in person, visit your local office with the same documents. Bring the original documents or certified copies — Social Security will not accept photocopies. You will receive a receipt showing your application was received, and your card will arrive by mail within two weeks.

Frequently Asked Questions

How long do Social Security website outages usually last?

Scheduled maintenance typically lasts a few hours, usually overnight or on weekends. Unscheduled outages vary — some are resolved within an hour, while others can last most of a day. If the site is still down after several hours, call 1-800-772-1213 to confirm the outage and find out when it is expected to be fixed.

Can I still receive my benefit payment if the website is down?

Yes. Website outages do not affect benefit payments. Your payment will arrive on your regular schedule whether the website is working or not. The outage only affects your ability to check your account online or make changes to your account.

What if I need to report a change and cannot reach the phone line?

Visit your local Social Security office in person. Bring proof of the change you are reporting — for example, a marriage certificate if you changed your name, or a lease or utility bill if you changed your address. Offices are open Monday through Friday, 9 a.m. to 4 p.m., though some have reduced hours.

Is there a way to know in advance when the website will be down?

Social Security posts notices about scheduled maintenance on the homepage of ssa.gov several days before the outage. Check the homepage if you are planning to do something online. Unscheduled outages are not announced in advance, so if the site will not load, call 1-800-772-1213 to find out whether it is down.

Can I create a my Social Security account by phone if the website is down?

No. Creating an account requires using the website. However, you can still access your information and handle most transactions by phone or in person at your local office. Once the website is back online, you can create an account.