Social Security is ending phone support for non-urgent tasks starting in 2025

Social Security will stop answering routine questions by phone. Starting in 2025, the agency is closing its toll-free lines for tasks like checking your benefit amount, reporting a change of address, or asking about your statement. You will still be able to reach a representative for urgent matters — like reporting a death or a lost Social Security card — but the agency is pushing people toward online accounts and in-person visits for everything else.

This change affects millions of people who rely on phone support. The agency says the shift will let them focus resources on cases that need immediate attention. But it also means you need to know where to go when you can't call.

Key Takeaways

  • Social Security's toll-free phone line (1-800-772-1213) will no longer answer questions about benefit amounts, address changes, or routine account issues starting in 2025.
  • You can handle most routine tasks through your personal my Social Security account online, which you can create at ssa.gov without visiting an office.
  • In-person visits to your local Social Security office remain available for routine matters, though wait times vary by location.
  • Emergency situations — like reporting a death, lost card, or suspected fraud — will still have phone support through a separate line.
  • The agency has not announced a specific date when the change takes effect, so check ssa.gov closer to 2025 for updates.

What tasks you can no longer handle by phone

Social Security has not released a complete list of which questions will be blocked, but the agency has indicated that routine inquiries will move off the phone line. These include asking about your current benefit amount, requesting a replacement Social Security card, reporting a name change, updating your address, asking about Medicare enrollment, or checking the status of a pending claim.

The agency processes millions of these calls each year. By removing them from the phone queue, Social Security says it can answer urgent calls faster. But the trade-off is that you will need to use a different method to get the same information.

How to access your account online instead

The fastest way to handle routine tasks is through your personal my Social Security account at ssa.gov. You can create an account using your email address, phone number, and Social Security number. The site will ask you to verify your identity — usually by answering questions about your credit history or by uploading a photo ID.

Once you are logged in, you can view your benefit amount, check your earnings record, change your address, request a replacement card, and download a benefit verification letter. You can also see the status of any pending application. The account works on both desktop and mobile browsers, so you can access it from home or on your phone.

If you do not have internet access or are not comfortable using a computer, this change will make routine tasks harder for you. Social Security offices still exist, but visiting in person often means waiting hours.

Visiting a Social Security office in person

Your local Social Security office can still handle routine requests. You can find the nearest office by entering your zip code at ssa.gov/locator. Most offices are open Monday through Friday, 9 a.m. to 4 p.m., though some have reduced hours.

Bring your Social Security card, a photo ID, and any documents related to your request — for example, a marriage certificate if you are reporting a name change, or a lease if you are updating your address. Expect to wait. Many offices have wait times of one to three hours, and some require you to take a number and come back later in the day.

Some offices offer appointments. Check ssa.gov or call your local office before you go to see if you can book a time slot. This can cut your wait time significantly.

What still has phone support after 2025

Social Security will keep phone lines open for urgent and time-sensitive matters. These include reporting a death, reporting suspected fraud or identity theft, requesting an emergency replacement card, and handling cases where you are facing homelessness or immediate hardship.

The agency has not yet said whether the same 1-800-772-1213 number will route urgent calls to a representative, or whether a separate number will be created. Check ssa.gov in late 2024 or early 2025 for details on how to reach someone for urgent help.

Who this change affects most

Older adults, people with disabilities, and people without reliable internet access will feel this change most sharply. If you live in a rural area, your nearest Social Security office may be far away. If you do not own a computer or smartphone, creating an online account is harder. If you have hearing loss or speech difficulties, phone support may have been your only realistic option.

Some states and local agencies offer help. Your Area Agency on Aging (find yours at eldercare.acl.gov) may have staff who can help you create an online account or visit Social Security on your behalf. Some libraries also offer computer access and staff assistance.

Preparing now for the change

If you have not created a my Social Security account yet, do it now while phone support still exists. If you run into trouble setting up the account, you can still call 1-800-772-1213 to ask for help. Once the change takes effect, that option will be gone.

Write down your username and password somewhere safe. If you forget your login, you will have to verify your identity again through the website, which can take time. If you do not have internet at home, find out now where you can access a computer — at a library, a community center, or a friend's house — so you know where to go when you need to check your account.

Frequently Asked Questions

Can I still call Social Security if I have an urgent problem?

Yes. Social Security will keep phone lines open for emergencies and time-sensitive matters like reporting a death, suspected fraud, or a lost card. The agency has not yet said whether this will be the same number or a different one, so check ssa.gov in late 2024 for details.

What if I do not have internet or a computer?

You can visit your local Social Security office in person. You can also ask your Area Agency on Aging, a local library, or a community center for help accessing a computer or creating an online account. Some offices may offer phone support for people without internet access, but this has not been confirmed.

Will I lose my benefits if I do not move to online?

No. Your benefits will continue whether you use the online account or not. You will just need to use a different method — online or in person — to handle routine tasks instead of calling.

How do I know if my question counts as urgent?

Urgent matters include reporting a death, suspected fraud or identity theft, requesting an emergency replacement card, or facing immediate hardship like homelessness. Routine questions — like checking your benefit amount or updating your address — are not urgent. Social Security will provide more details on what counts as urgent when the change takes effect.

When exactly does this change happen?

Social Security has said the change will happen in 2025 but has not announced a specific date. Check ssa.gov or call your local office in late 2024 to find out the exact date and any new phone numbers or procedures.