[
    {
        "role": "user",
        "content": "How%20does%20soeone%20get%20a%20social%20security%20account%20if%20your%20phone%20number%20changed%3F%20They%20keep%20wanting%20to%20send%20a%20text%20to%20the%20old%20one%20and%20we%20no%20longer%20have%20it."
    },
    {
        "role": "assistant",
        "content": "If you (or someone you're helping) no longer have access to the old phone number tied to a Social Security (SSA) account, there are ways to regain access or update that information. Social Security accounts use third-party verifiers like **Login.gov** or **ID.me**, which enforce multi-factor authentication (MFA), including phone numbers, email, or other backup methods. Here's how to navigate this situation:\n\n---\n\n### \u2705 What does the official SSA guidance say?\n\n- **For newer accounts** (created on or after September 18, 2021): You must update contact information through **Login.gov** or **ID.me**. ([ssa.gov](https://www.ssa.gov/faqs/en/questions/KA-03217.html?utm_source=openai))\n  \n- **For older accounts** (before that date): If the old phone number was used for the MFA method, you may be able to update it directly via the **Security Settings** in your \u201cmy Social Security\u201d account. ([ssa.gov](https://www.ssa.gov/faqs/en/questions/KA-03217.html?utm_source=openai))\n\n- If you change your phone number, SSA recommends choosing one of the following backup second factor authentication methods (if available) instead of using a phone: security key, backup codes, or landline. ([login.gov](https://www.login.gov/help/trouble-signing-in/how-to-sign-in/?utm_source=openai))\n\n---\n\n### \ud83d\udd04 Steps to fix a changed/missing phone number\n\n1. **Try the \u201cNo, it is no longer valid\u201d option**  \n   On the verification screen (when it asks to verify the old phone number), select \u201cNo, it is no longer valid and must be changed.\u201d Then follow the instructions which typically include:\n   - Verify the **mailing address** or other info SSA has on file.  \n   - Wait 5-10 business days to receive a **letter by mail** with a **reset code**. ([ssa.gov](https://www.ssa.gov/blog/en/posts/2021-09-02.html?utm_source=openai))\n\n2. **Use alternate verification methods through Login.gov or ID.me**  \n   - Both providers allow other methods than phone for MFA (email, security keys, backup codes, etc.) ([ssa.gov](https://www.ssa.gov/faqs/en/questions/KA-01687.html?utm_source=openai))  \n   - They also have support/help centers to assist with issues verifying using your current phone or updating contact info. ([ssa.gov](https://www.ssa.gov/faqs/en/questions/KA-01687.html?utm_source=openai))\n\n3. **Request SSA to send the reset code by mail**  \n   If the phone verification fails, the account recovery flow sends you a physical letter with a code/mailing instructions to reset or update how you receive security codes. ([ssa.gov](https://www.ssa.gov/blog/en/posts/2021-09-02.html?utm_source=openai))\n\n4. **Update your phone & contact information in your SSA profile**  \n   Once you regain access, in your \u201cmy Social Security\u201d account, go to *My Profile* \u2192 *Contact* \u2192 *Update telephone number* or \u201cmyCOA Change of Address / Telephone Number\u201d (for those already getting benefits). For many users, especially Title II or Title XVI benefits, this can be done online. ([secure.ssa.gov](https://secure.ssa.gov/poms.nsf/lnx/0202605002%21OpenDocument%26Click%3D?utm_source=openai))\n\n---\n\n### \u260e\ufe0f If the online options don\u2019t work\n\nIf you are truly locked out and can't use the reset-by-mail or verification via email or alternate methods:\n\n- Call SSA at **1-800-772-1213** (TTY 1-800-325-0778). Explain you don't have access to the phone number on record and ask for their help resetting your login/multi-factor settings. ([ssa.gov](https://www.ssa.gov/life-events/update-contact-information?utm_source=openai))  \n- Or visit your local SSA office in person (by appointment if required) to verify your identity with physical documents and update your phone number. ([ssa.gov](https://www.ssa.gov/faqs/en/questions/KA-01687.html?utm_source=openai))\n\n---\n\n### \u26a0\ufe0f What to watch out for\n\n- SSA and Login.gov/ID.me are distinct: just because your Login.gov or ID.me account has your new phone number doesn\u2019t mean SSA\u2019s records are updated. SSA sometimes still references the old number. ([reddit.com](https://www.reddit.com/r/mildlyinfuriating/comments/1q5zra9/logingovssa_only_remembers_an_ancient_landline/?utm_source=openai))  \n- Account deletion is occasionally advised in forums, but this is generally a last-resort and may carry risks (losing history, etc.). Only proceed after careful thought and preferably talking to SSA. ([reddit.com](https://www.reddit.com/r/mildlyinfuriating/comments/1q5zra9/logingovssa_only_remembers_an_ancient_landline/?utm_source=openai))\n\n---\n\nIf you like, I can look up step-by-step instructions specific to your situation (e.g., which kind of account it is, newer or older, whether you have documents ready etc.) to make this process smoother. Would you prefer that?"
    },
    {
        "role": "user",
        "content": "Ok%20so%20they%20made%20him%20delete%20his%20account%20because%20he%20couldn%27t%20verify%20the%20old%20phone%20number%20and%20now%20he%27s%20trying%20to%20create%20a%20new%20one.%20He%20took%20a%20picture%20of%20his%20ID%20and%20a%20selfie%20which%20they%20made%20him%20do%20through%20login.gov%20and%20now%20they%20want%20to%20text%20the%20phone%20number%20and%20they%20are%20saying%20they%20can%27t%20match%20him%20to%20the%20phone%20number%20we%20entered."
    },
    {
        "role": "assistant",
        "content": "This situation\u2014where someone tried to set up a new Social Security / SSA account through Login.gov, provided the required photo ID and selfie, but is stuck because the system says their new phone number \u201cdoes not match\u201d\u2014is frustratingly common. I looked into what\u2019s causing it and what options are available. Here\u2019s a breakdown with tips to try, what the rules say, and what to do if you still can\u2019t get through.\n\n---\n\n## \ud83d\udd0e What Login.gov / SSA Looks for When Verifying a Phone Number\n\nLogin.gov uses several sources to confirm your identity and phone number during account setup:\n\n- They verify your **name, Social Security Number (SSN), date of birth (DOB)** and **address** against public or proprietary records. ([login.gov](https://www.login.gov/help/verify-your-identity/issues-verifying-my-personal-information/?utm_source=openai))  \n- Then they check whether your **phone number is associated with your name, SSN, or address** in these same databases. They want evidence that the number has been used in contexts that tie it to you, like utility bills, credit reports, etc. If the phone number is brand new or not connected in any records, it often fails even if it\u2019s genuinely yours. ([reddit.com](https://www.reddit.com/r/SocialSecurity/comments/1pcgikd/issues_with_logingov/?utm_source=openai))\n\n---\n\n## \u26a0\ufe0f Why the \u201cDoesn\u2019t Match\u201d Message Happens\n\nHere are common reasons people receive that error:\n\n- The phone number is **new** and not connected anywhere in your name (credit reports, registrations, etc.). ([reddit.com](https://www.reddit.com/r/SocialSecurity/comments/1wol6f9/unable_to_create_ssa_account/?utm_source=openai))  \n- The phone number is VoIP (e.g., Google Voice) or a prepaid service that doesn\u2019t show up in databases or is disallowed. ([login.gov](https://www.login.gov/help/verify-your-identity/phone-number/?utm_source=openai))  \n- Caller ID name tied to number isn\u2019t matching (for example, your name doesn't appear as the owner in records). ([reddit.com](https://www.reddit.com/r/SocialSecurity/comments/1u6wm7r/logingov_phone_number_verification_fix/?utm_source=openai))  \n- Minor differences in name spelling, address, or the information on the ID that was submitted fail validation. ([login.gov](https://www.login.gov/help/verify-your-identity/issues-verifying-my-personal-information/?utm_source=openai))  \n- Enrollment system locks you out after too many failed attempts or doesn\u2019t allow you to select alternative verification. ([login.gov](https://www.login.gov/help/trouble-signing-in/why-is-my-account-locked/?utm_source=openai))  \n\n---\n\n## \u2705 What You *Can Try* to Fix or Work Around It\n\n1. **Use alternative verification methods**  \n   - Login.gov and ID.me allow MFA (multi-factor authentication) methods besides SMS. These include landline phone calls, backup codes, security keys. ([ssa.gov](https://www.ssa.gov/myaccount/account-faqs-and-help.html?utm_source=openai))  \n   - If available, you might be able to get a verification **letter sent through the U.S. Mail** with a code. ([lostandfound.dol.gov](https://lostandfound.dol.gov/sites/default/files/2024-12/login.gov-identity-verification-with-biometric-flow.pdf?utm_source=openai))  \n\n2. **Check all your personal info carefully**  \n   - Make sure your name, date of birth, SSN, and address exactly match what is on your ID and what is on file with SSA. Even small typos or differences matter. ([login.gov](https://www.login.gov/help/verify-your-identity/issues-verifying-my-personal-information/?utm_source=openai))  \n   - Confirm that the phone number is truly associated with you in other places\u2014credit report, utility bills, DMV, bank statements, etc. If it isn\u2019t, try using one that is. ([reddit.com](https://www.reddit.com/r/SocialSecurity/comments/1wol6f9/unable_to_create_ssa_account/?utm_source=openai))  \n\n3. **Update caller ID name if needed**  \n   If the number is under someone else\u2019s name or the caller ID records show someone else\u2019s name, you may need to correct that so it matches you. ([reddit.com](https://www.reddit.com/r/SocialSecurity/comments/1u6wm7r/logingov_phone_number_verification_fix/?utm_source=openai))  \n\n4. **Try with ID.me instead**  \n   For many people, going through ID.me instead of Login.gov worked better, especially if ID.me supports video verification or other alternate methods. ([reddit.com](https://www.reddit.com/r/SocialSecurity/comments/1pcgikd/issues_with_logingov/?utm_source=openai))  \n\n5. **Contact Login.gov or SSA to escalate**  \n   - For Login.gov: Call **(844) 875-6446** or submit a help request. ([login.gov](https://www.login.gov/contact/?utm_source=openai))  \n   - For SSA help: You can reach them via 1-800-772-1213 and request help in person at a local SSA office. If there\u2019s no workaround online, going in person is often necessary. ([ssa.gov](https://www.ssa.gov/faqs/en/questions/KA-01687.html?utm_source=openai))  \n\n---\n\n## \ud83d\udca1 If All Else Fails: In-Person Help\n\nIf nothing online works, often the only solution is to physically go to an **SSA field office**:\n\n- Bring all original documents: government-issued photo ID, your current phone number, proof of address.\n- You can explain that Login.gov or your new account creation is being blocked because the system says your phone number doesn\u2019t match.\n- They can help verify your identity in person and update the phone number or associated records manually.\n\n---\n\nIf you want, I can pull up the phone number of your nearest SSA office and steps specific for your region so going in person is smoother. Do you want me to do that?"
    },
    {
        "role": "user",
        "content": "Sure%20that%20would%20be%20good."
    },
    {
        "role": "assistant",
        "content": "To find the nearest Social Security field office and its phone number for in-person help, you\u2019ll need to use official tools from the Social Security Administration (SSA). Here\u2019s how to do it step-by-step, so you can get specific information for your area:\n\n---\n\n## \ud83d\udd0d How to Find Your Local SSA Office and Contact Info\n\n1. **Use the SSA Field Office Locator**  \n   - Go to the official SSA field office locator page: [SSA Locator](https://www.ssa.gov/locator) ([ssa.gov](https://www.ssa.gov/locator?utm_source=openai))  \n   - You\u2019ll be able to search by **city, state, or ZIP code** to find your nearest field office. The locator shows the address, hours, and phone number for that specific office. ([ssa.gov](https://www.ssa.gov/locator?utm_source=openai))\n\n2. **Call the National Toll-Free Number and Ask for Your Local Office**  \n   - You can dial **1-800-772-1213** (or **1-800-325-0778** if you use TTY). ([ssa.gov](https://www.ssa.gov/agency/contact/phone.html?utm_source=openai))  \n   - When you call, request the phone number and address of the nearest office of field office to your ZIP code. They can also tell you whether walk-ins are accepted or if an appointment is required.\n\n3. **Check SSA Local Emergency or Office Hour Updates**  \n   - Before making a trip, make sure the office is open or has \u201cin-person service.\u201d Sometimes offices are temporarily closed, only serve by appointment, or have reduced hours. ([ssa.gov](https://www.ssa.gov/agency/emergency/?LinkSource=PassleApp&utm_source=openai))\n\n4. **Use an Address-Based Directory if Needed**  \n   - There are independent directories (like \u201cSSA Office Locator\u201d and \u201cSSA Locator\u201d sites) that list offices by state, city, ZIP, including phone numbers and hours, often updated recently. ([ssaofficelocation.com](https://ssaofficelocation.com/?utm_source=openai))\n\n---\n\nIf you share the ZIP code or the city and state of where you are, I can look up the exact address and phone number of the closest SSA field office for you. Want me to do that?"
    },
    {
        "role": "user",
        "content": "Sure%2C%20zip%20is%2019526."
    },
    {
        "role": "assistant",
        "content": "Here are the details for the Social Security field office closest to the 19526 ZIP code (Hamburg, PA area), and what to bring / expect when you visit.  \n\n---\n\n### \ud83d\udccd Nearest SSA Field Office: Reading, PA\n\nThis office will be the right one to visit for most services, including identity verification, changing phone or contact information, and setting up or recovering an SSA account.\n\n- Address: 201 Penn St, Suite 200, Reading, PA 19601 ([socialsecuritybranch.com](https://www.socialsecuritybranch.com/pa/reading/reading-social-security-office/201-penn-st-ste-200/?utm_source=openai))  \n- Phone: (866) 274-5960 ([nosscr.org](https://nosscr.org/wp-content/uploads/2023/12/SSA-Field-Office-Contact-Information-12.2023-2.pdf?utm_source=openai))  \n- TTY: 610-320-5096 ([socialsecuritybranch.com](https://www.socialsecuritybranch.com/pa/reading/reading-social-security-office/201-penn-st-ste-200/?utm_source=openai))  \n- Fax: 833-950-2888 ([nosscr.org](https://nosscr.org/wp-content/uploads/2023/12/SSA-Field-Office-Contact-Information-12.2023-2.pdf?utm_source=openai))  \n\n---\n\n### \ud83d\udd52 Office Hours (Call Ahead to Confirm)\n\nTypical hours are:\n\n- Monday: 9:00 AM \u2013 4:00 PM  \n- Tuesday: 9:00 AM \u2013 4:00 PM  \n- Wednesday: 9:00 AM \u2013 12:00 PM ([socialsecuritybranch.com](https://www.socialsecuritybranch.com/pa/reading/reading-social-security-office/201-penn-st-ste-200/?utm_source=openai))  \n- Thursday: 9:00 AM \u2013 4:00 PM  \n- Friday: 9:00 AM \u2013 4:00 PM  \n- Closed Saturday & Sunday ([socialsecuritybranch.com](https://www.socialsecuritybranch.com/pa/reading/reading-social-security-office/201-penn-st-ste-200/?utm_source=openai))  \n\n---\n\n### \ud83e\uddfe What to Bring When Visiting in Person\n\nTo make sure the visit is productive and they have what they need to help, bring:\n\n- Valid government-issued photo ID (driver\u2019s license, passport, state ID)  \n- Any document already submitted through Login.gov or ID.me (selfie, photo ID)  \n- Proof of address (utility bill, lease, bank statement)  \n- Your Social Security Number or card (if available)  \n- Any letters or notices you\u2019ve gotten from SSA  \n\n---\n\n### \ud83d\udcde How to Use the Contact Info Before You Go\n\n- Call **(866) 274-5960** during office hours so you can confirm whether you need an appointment or just walk in.  \n- Use **1-800-772-1213** (TTY 1-800-325-0778) if the local office doesn\u2019t answer or you need to reach a national number. ([ssa.gov](https://www.ssa.gov/agency/pillars/service.html?utm_source=openai))  \n\n---\n\nIf you want, I can check whether that local Reading office accepts walk-ins for Login.gov / ID.me verification, so you\u2019re fully prepared before heading out."
    },
    {
        "role": "user",
        "content": "Yes%20please%20check%20and%20also%2C%20is%20there%20on%20in%20Pottsville%2C%20PA%3F%20And%20does%20it%20accept%20walk-ins%3F"
    },
    {
        "role": "assistant",
        "content": "Here\u2019s what I found out about the Pottsville, PA SSA office and the policies about walk-ins at the Reading office (ZIP 19526 area). It looks like there\u2019s been some changes and some room for different experiences depending on the office.\n\n---\n\n## \ud83c\udfe2 Pottsville SSA Office Details\n\n- Address: 2221 W Market Street, Suite 200, Pottsville, PA 17901 ([ssadirectory.com](https://ssadirectory.com/pennsylvania/pottsville/pottsville-ssa-office/?utm_source=openai))  \n- Phone: **(866) 269-0880** ([nosscr.org](https://nosscr.org/wp-content/uploads/2023/12/SSA-Field-Office-Contact-Information-12.2023-2.pdf?utm_source=openai))  \n- Hours: Monday\u2013Friday, 9:00 AM to 4:00 PM every day ([ssadirectory.com](https://ssadirectory.com/pennsylvania/pottsville/pottsville-ssa-office/?utm_source=openai))  \n\nSo yes, there *is* a Social Security field office in Pottsville. It serves the Schuylkill County area and should be fairly convenient.\n\n---\n\n## \ud83d\udeaa Walk-Ins & Appointment Policies\n\n### SSA National Policy (Reading + all offices as of Jan 6, 2025)\n\n- As of **January 6, 2025**, most SSA field offices\u2014including the Reading office\u2014are officially operating under an **Appointment Focused Service (AFS)** model. That means appointments are encouraged for most in-person services. ([secure.ssa.gov](https://secure.ssa.gov/apps10/referencearchive.nsf/links/03072025032905PMREV?utm_source=openai))\n\n- The policy explicitly states: *\u201cWe will not refuse in-person customer service at our FOs/SSCCs for people who are unable to make an appointment.\u201d* Exceptions include urgent or dire situations, vulnerable populations, etc. ([secure.ssa.gov](https://secure.ssa.gov/apps10/referencearchive.nsf/links/12042024013818PM?utm_source=openai))\n\n### For the Pottsville Office\n\n- Official listings (internal SSA schedules or directories) for the Pottsville office *recommend* scheduling an appointment. ([ssadirectory.com](https://ssadirectory.com/pennsylvania/pottsville/pottsville-ssa-office/?utm_source=openai))  \n- But there\u2019s no confirmation in those listings about whether Pottsville accepts walk-ins for all services. ([ssadirectory.com](https://ssadirectory.com/pennsylvania/pottsville/pottsville-ssa-office/?utm_source=openai))\n\n### For the Reading Office (& general region)\n\n- Policies indicate that most in-person services require appointments first. However, those who can\u2019t schedule\u2014due to lack of access, urgent need, or other valid reasons\u2014**should still be able to access services as walk-ins**, especially in \u201cdire need\u201d or for vulnerable customers. ([secure.ssa.gov](https://secure.ssa.gov/apps10/referencearchive.nsf/links/12042024013818PM?utm_source=openai))\n\n---\n\n## \u26a1 What I Recommend You Do\n\nTo make sure you\u2019re not making a wasted trip:\n\n1. **Call the Pottsville office** at **(866) 269-0880** and explain what service you need (e.g. identity verification / phone number mismatch / Login.gov / ID.me). Ask whether they accept walk-ins for your specific case.  \n2. **Ask the Reading office**, too (201 Penn St, Ste 200, Reading, PA 19601 \u2014 phone (866) 274-5960 ([nosscr.org](https://nosscr.org/wp-content/uploads/2023/12/SSA-Field-Office-Contact-Information-12.2023-2.pdf?utm_source=openai))) the same question.  \n3. **Mention \u201cdire need\u201d** or explain if something is time-sensitive\u2014this may help trigger the policy that allows same-day or walk-in help in pressing situations.  \n4. When you do go in person, have all your documents ready (photo ID, proof of address, SSN, etc.) to make verification go as smooth as possible.\n\n---\n\nIf you want, I can look up if there has been a **recent (2026)** update specific to those two offices\u2014sometimes policy changes locally before they show nationally. Want me to check that?"
    }
]