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How to Get Help From Social Security by Phone or in Person

If your issue can’t be solved online, the national 800 number and local SSA offices remain open for business

5-minute read

Part of Series: Getting Help

Andy Markowitz,

AARP

Reviewed by

Jammie Lyell, M.S.

Published August 12, 2026

A graphic illustration of a phone and a social security card

AARP (Getty Images, 2)

Key takeaways

Most Social Security customer service interactions take place online, but phone and in-person service remain options.
The Social Security Administration has expanded self-service and callback technology on its national phone helpline, 800-772-1213, to reduce wait times.
In-person visits usually require an appointment, which can be scheduled by calling the national 800 number.

Most people seeking help from the Social Security Administration do so online, with 80 percent of customer interactions coming through the My Social Security platform, according to SSA data. But the agency continues to offer service by phone as well as in person at field offices nationwide, and tens of millions of people choose those options.

While the SSA is pursuing a “digital first” strategy designed to make the agency more efficient and responsive, maintaining multiple touchpoints for consumers remains key to its customer service approach, Social Security Commissioner Frank Bisignano told AARP in a February 2026 interview.

“We’re going to meet clients where they want to be met,” he said. “Let’s meet ’em in the field offices, let’s meet ’em on the phones, let’s meet ’em on the web — however they want.”

Some key tasks, such as applying for survivor benefits, can only be completed in person or on the phone. If you are unable to use your online account to conduct business with the SSA or prefer other options, here’s what to know about getting the assistance you need.

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Getting help by phone

You can call the SSA’s national customer service number at 800-772-1213 (TTY 800-325-0778). You can also call your local field office.

The national phone line is staffed by agents from 8 a.m. to 7 p.m. local time on weekdays, except for federal holidays. Outside of those hours, you may be able to find what you’re looking for using the SSA’s automated, 24-hour self-service phone program.

If you prefer to call your local office, the hours are 9 a.m. to 4 p.m. on weekdays.

Customers calling the 800 number have experienced long wait times in recent years, but the SSA says technology upgrades that allow it to handle more calls through automated self-service and callbacks have significantly reduced the average time it takes to reach a live agent for those who stay on the line, from 28 minutes in 2024 to four minutes in June 2026. (That figure does not include the wait for a callback from Social Security, if you select that option.) Waits are typically shorter if you call in the morning, later in the week or later in the month, the SSA says.

Transactions you can complete through self-service without having to wait to speak to a live representative include:

Getting a benefit verification letter.
Checking the status of a pending claim.
Reporting a change of address.
Requesting an SSA-1099 tax form.
Requesting a replacement Medicare card.
Requesting forms.
Getting answers to more than 100 frequently asked questions.

You can apply for any type of Social Security benefit by phone, but you will need to speak to a live representative to do so. If the issue that prompted your call can’t be resolved in the initial conversation, Social Security says, it will schedule a phone or office interview with a representative who can address your specific issue.

Getting help in person

You can apply for any type of benefit, get forms and information, or get help with Social Security issues in person at more than 1,200 SSA field offices across the country. Appointments are required for most in-person services; call 800-772-1213 to schedule a visit. You can check in on arrival using an on-site kiosk (installed at most field offices) or by scanning a posted QR code with your mobile device.

Keep in mind that you may not be able to get an appointment quickly. The SSA does not publish information on how long it takes to get one, but according to data the agency shared with Congress last year, more than half of customers seeking phone or in-person appointments to claim retirement or survivor benefits waited more than four weeks for one.

The SSA says it will not turn people away who are unable to make an appointment. For example, military personnel, people with terminal illnesses and others in situations requiring immediate and specialized attention can still get walk-in service. Nationally, the current average wait time at a field office is six minutes with an appointment and 27 minutes without one, according to publicly available SSA performance data. Some offices have minimal or no wait times and can more readily serve walk-ins, the agency says.

At any given time, service at a small number of field offices may be restricted due to construction or other disruptions. Check Social Security’s office closings and emergencies page for an up-to-date list.

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The key takeaways were created with the assistance of generative AI. An AARP editor reviewed and refined the content for accuracy and clarity.

Andy Markowitz is an AARP senior writer and editor covering Social Security and retirement. He is a former editor of the Prague Post and Baltimore City Paper.