MW Social Security is going 'digital first' - but what about the seniors left behind?

By Jessica Hall

Technology push at Social Security creates confusion and frustration among older adults

Be careful when seeking help accessing your Social Security account, as the information is highly sensitive.

Dee was trying to access his Social Security information online, but he kept hitting roadblocks.

"I was frustrated. I opened [my online Social Security] account quite some time ago - years ago - and I was having difficulty getting access," said Dee, 89, who declined to give his last name. "I didn't keep the records to get back on and it says give us your password. It caused me to stop trying."

Dee was able to get into his Social Security account with the help of a personal-tech concierge provided by his retirement community in Aliso Viejo, Calif.

"It was easier. It's a path forward for me," Dee said.

Social Security Administration Commissioner Frank Bisignano wants to create a "digital-first agency" that handles a majority of its business online, but there are some real-world consequences for some of the 74 million people who receive benefits, most of whom are older adults and people with disabilities.

LaVonne, a resident of the same retirement community, felt overwhelmed by the changes at the Social Security Administration and the push to encourage beneficiaries to use the website instead of waiting on the phone to talk to a real person or get help at a field office.

"I was confused. If we didn't use login.gov, would we be barred from getting into our accounts at all?" asked LaVonne, who declined to give her last name. "I needed to change my address with Social Security but didn't know if I had already done it and didn't know how to check."

The tech concierge is provided by The Smarter Service, which contracted with the retirement community to provide technology help and support to residents. Together with a representative for the San Diego and Orange County Social Security Administration office, the Smarter Service gave two classes at the community where Dee and LaVonne live.

The first class talked about Social Security benefits in general, while the second class focused on accessing the SSA.gov website and the login system known as login.gov or ID.me. LaVonne said the second class was more useful in solving her problem.

The classes come as the Social Security Administration has been undergoing a restructuring, staff cuts and policy changes. The agency has said it aims to enroll 200 million Americans in the "my Social Security" account by the end of 2026, allowing users to access services online. It encourages beneficiaries to conduct routine tasks - such as checking claim statuses, requesting benefit information or updating addresses - online rather than by phone. The agency has also implemented AI and automated self-service options to manage calls and reduce wait times, but that service has been met with mixed results.

The login process for Social Security "is a real issue for older adults. Resetting passwords? Two-factor identification? It feels big," said Vida Roozen, chief operating officer of The Smarter Service. "Everybody's in a different place. Uploading documents - some people ask what that even means. Even the language is foreign to some older adults. Others have comfort with it."

About 87% of Americans over 65 receive Social Security retirement or disability benefits, according to 2022 Census Bureau data. As many as 39% of beneficiaries rely on Social Security for their entire income, according to the Senior Citizens League, an advocacy group for older adults.

Read: Social Security's new commissioner, rule reversals and cost cuts: Here's everything that's happening at the agency

The SSA did not immediately respond to requests for comment.

"The SSA login system is not going to go away. People need help navigating a digital world. It's not intuitive to everybody," Roozen said. "The intent is good. Government agencies want to make the systems faster and safer. The reality of that is that it makes it harder, makes it less convenient - and people stop using it."

The Social Security Administration recently sought to require extra authentication for beneficiaries who wanted to make changes to their address, check the status of claims, request benefit-verification letters or ask for tax forms by phone. Then, the agency reversed course and said generation of a personal identification number $(PIN)$ would be "entirely optional" after critics, including AARP, expressed concern that the move could make it more difficult for people without access to or comfort with technology to get their benefits.

"This experience for older adults - it can feel like a locked door to them. They give up. It can feel so frustrating they don't continue," Roozen said. "Between SSA, banking, retail, the DMV - everything - it's so much to navigate. Digital literacy isn't a luxury. It's a lifeline. It opens the world back up for them."

Older adults and anyone trying to log in to their Social Security account should use extreme caution when asking for help since the private data they're trying to access - Social Security numbers, dates of birth and financial accounts - would be at risk if they fell into the wrong hands.

"Logging in to 'my Social Security' requires the use of some of people's most sensitive personal data. A beneficiary shouldn't share that information with anyone they can't trust - and it can be hard to know whom to trust," said Kathleen Romig, director of Social Security and disability policy at the Center on Budget and Policy Priorities, a progressive think tank. "Scammers often prey on the elderly. Sometimes, people's own family members take advantage of them. And the risk goes beyond online Social Security accounts. A bad actor with access to a beneficiary's personal data could also gain access to their financial accounts as well."

"Difficulties logging in make it more likely that beneficiaries will seek help. But sharing sensitive personal data with others can put beneficiaries at risk. So creating too many security hurdles on mySocialSecurity could actually make it more likely beneficiaries will be taken advantage of," Romig said.

Anyone uncomfortable with online access can call the Social Security Administration directly at 1-800-772-1213 or schedule a visit to a local office to speak with someone in person, said Shannon Benton, executive director of the Senior Citizens League. Plan ahead, though, as wait times for calls can be lengthy and in-person appointments can take several weeks to get.

Benton emphasized that the Social Security Administration will never ask for personal information via unsolicited phone calls, emails, or texts. Suspicious activity should be reported to the Office of the Inspector General at https://oig.ssa.gov.

For those who need extra assistance, local area agencies on aging, disability advocates, libraries, and senior centers often offer help with benefits navigation or digital literacy, Benton said.

"Taking the time to ask questions, verify sources, and seek out reliable help is the best way to stay safe and confident when managing Social Security matters," Benton said.

-Jessica Hall

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September 16, 2025 12:44 ET (16:44 GMT)

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