How to Start Getting Answers for Your Social Security Questions

Let’s be honest: getting help from Social Security can feel like shouting into the wind. The phones are slammed, offices are backed up, and just figuring out where to start is half the battle.

The good news? There are ways to navigate reaching help at the Social Security administration. Whether you're applying for benefits, updating your info, or trying to talk to a real human, we’ve laid out the best steps—from fastest to slowest—to help you get what you need.

You've got this—and we're here to help you every step of the way. Whether you're online, on the phone, or in-person—we’ll help you find the smoothest path forward.

Check To See What You Can Do Online

First check to see what you can do online before calling customer service/making an appointment. You can make many changes and requests online. For example, you can:

• Apply for benefits.

• Get or replace a Social Security card.

• Update contact information.

• Change your name.

• Check your application status.

• Update direct deposit.

Some tasks start online and need to be finished in an office, but starting online saves time. The Social Security Administration will help you schedule an appointment to visit when it’s needed. If you don’t start online, call to make an appointment before visiting an office.

Try Calling If Online Options Didn’t Help

If online options didn’t help, try calling the toll-free number at 800-772-1213. The national phone line is staffed by live agents from 8 a.m. to 7 p.m. local time on weekdays except for federal holidays.

• When to call?

  • Try to call during off peak times.

    • Between 8 a.m. and 10 a.m.

    • Between 4 p.m. and 7 p.m.

    • Later in the week (Wednesday through Friday).

    • Toward the end of the month. 

  • Avoid Mondays and right after holidays.

• Be prepared to wait.

  • 50M people call SS toll-free number every year.

  • You may be on hold for 1-2 hours or more given some of their current service issues.

  • Keep the phone on speaker while you do other things.

  • At some point, they may request you provide a call-back number. Offer your number and then keep your phone nearby for the next 2-4 hours.
    

Make An Appointment

Have you done everything you can online or over the phone? Next, try to make an appointment at your local Social Security office.

• You can find your local Social Security office information online to get started.

• Call your local Social Security office the moment it opens and they may be able to make an appointment on your behalf.

A few other helpful resources to keep in mind: 

• Check out AARP’s Social Security Navigation Hub.

• Post questions to peers on Reddit (r/socialsecurity) or other social media.