The Social Security Administration (SSA) is making big changes to how it serves the public in 2026. Dozens of field offices have reduced their hours. Several have closed entirely. And more tasks that used to require an in-person visit now must be done online or by phone.
For millions of seniors who depend on Social Security, these changes are confusing and frustrating. Here is a clear explanation of what is happening, why, and what you can do about it.
What Changed
Starting in late 2025 and continuing into 2026, the SSA has:
- Closed 47 field offices across the country, mostly in rural areas
- Reduced walk-in hours at many remaining offices from five days a week to three or four
- Expanded online-only processing for several types of requests that previously could be handled in person
- Shifted more phone support to automated systems and callbacks instead of live agents
The SSA says these changes are necessary because of budget cuts and staffing shortages. The agency lost about 7,000 employees through attrition and early retirement incentives in 2025. It has not been authorized to replace most of them.
Which Services Are Now Online Only?
Several common tasks have moved to online-only processing unless you qualify for an exception:
- Change of address: Must be done through your my Social Security account at ssa.gov
- Direct deposit changes: Online or by calling the national number
- Requesting a replacement Social Security card: Online application required (unless you need an original card for the first time)
- Requesting a benefit verification letter: Available instantly online
- Checking your earnings record: Online only
- Estimating future benefits: Online only
You can still visit an office in person for:
- Applying for disability benefits (SSDI or SSI)
- Resolving overpayment disputes
- Appealing a decision
- Situations where you need to show original documents
How to Set Up Your Online Account
If you do not already have a my Social Security account, here is how to create one:
Step 1: Go to ssa.gov and click “Sign In / Up.”
Step 2: You will need to verify your identity through Login.gov or ID.me. Both services require a government-issued photo ID and either a phone number or email address.
Step 3: Follow the prompts to verify your identity. This may include taking a photo of your ID and a selfie, or answering security questions based on your credit history.
Step 4: Once verified, you can access your Social Security statements, change personal information, and manage your benefits.
If you have trouble: Call 1-800-772-1213. Representatives are available Monday through Friday, 8 a.m. to 7 p.m. local time. Wait times vary, but calling early in the morning or later in the week tends to be faster.
What If You Cannot Go Online?
This is the biggest concern for many seniors. About 22 million Americans age 65 and older do not use the internet at all, according to the Pew Research Center. Millions more can go online but are not comfortable handling sensitive financial tasks on a computer.
The SSA says it has several alternatives:
- Phone service: Call 1-800-772-1213 for most tasks. The agency has expanded its callback option so you do not have to wait on hold.
- In-person appointments: You can still schedule an appointment at your nearest field office for tasks that are hard to do online. Call the national number or your local office directly.
- Third-party help: Organizations like AARP, Area Agencies on Aging, and local libraries offer free help setting up online accounts and using SSA services.
- Representative payees and authorized representatives: If you have someone who helps manage your finances, they can handle SSA tasks on your behalf.
However, critics point out that phone wait times have been growing. In 2025, the average wait time to speak with a live agent was over 30 minutes. Some callers reported waiting over two hours.
Which Offices Closed?
The 47 closed offices are spread across 28 states. Most were in smaller towns and rural areas where the SSA says there was lower foot traffic. But for people in those communities, the nearest remaining office may now be 50 or 60 miles away.
You can find your nearest open office by:
- Going to ssa.gov/locator
- Calling 1-800-772-1213
- Asking your local Area Agency on Aging
If your local office closed, the SSA says it has assigned staff from that office to the national phone line to help handle the extra call volume.
How This Affects Disability Claims
Disability claims are one area where the office changes could cause real harm. Applying for SSDI or SSI is a long, complicated process. Many applicants are denied on the first try and must appeal. Each step typically involves paperwork, medical records, and sometimes in-person interviews.
With fewer offices and staff, disability claims are already taking longer to process. The average wait time for an initial disability decision was 7.3 months at the end of 2025, up from 5.7 months in 2023.
If you are applying for disability benefits:
- Start the process as early as possible
- Keep copies of all medical records and documents
- Consider getting help from a disability attorney or advocate (many work on contingency, meaning they only get paid if you win)
- Follow up regularly by phone or online
What Congress Is Doing
Several members of Congress from both parties have introduced bills to reverse the office closures and increase SSA funding. As of February 2026, none of these bills have passed.
The SSA’s budget has been essentially flat for several years while the number of beneficiaries has grown. The agency now serves over 72 million people, up from 64 million a decade ago. Without a funding increase, the SSA says it cannot maintain its previous level of in-person service.
Advocacy groups like the National Committee to Preserve Social Security and Medicare have organized letter-writing campaigns. If you want to weigh in, contact your representative and senators. You can find their contact information at congress.gov.
What You Should Do Now
1. Set up your online account if you have not already. Even if you prefer in-person service, having an online account gives you a backup. Go to ssa.gov.
2. Save the national phone number. Put 1-800-772-1213 in your phone contacts. If you need help, calling is still an option even if wait times are longer.
3. Find your nearest open office. Use ssa.gov/locator to confirm your local office is still open and check its current hours.
4. Ask for help if you need it. Your local library, senior center, or Area Agency on Aging can help you set up an online account and learn how to use it. There is no shame in asking.
5. Keep copies of everything. Whether you do business online, by phone, or in person, always save confirmation numbers, letters, and screenshots. If something goes wrong, documentation is your best protection.
6. Plan ahead. If you know you will need to visit an office (for a disability claim, an appeal, or to show documents), make an appointment well in advance. Walk-in availability is limited.
The Big Picture
The SSA serves more Americans than almost any other federal agency. The shift to online services may work well for people who are comfortable with technology. But for millions of older adults who are not, these changes feel like being pushed aside.
The technology gap is real. And the solution is not just telling people to “go online.” It requires funding for in-person help, better phone service, and community partnerships that meet people where they are.
If you are struggling with the changes, you are not alone. Speak up, ask for help, and make sure your elected officials know how these cuts are affecting you.
Reported by Robert A. Williams with additional research from the SeniorDaily editorial team. For corrections or updates, please contact us.
Topics in this story
Medicare's First Negotiated Drug Prices Take Effect: What You Could Save in 2026
Medicare's historic drug price negotiations are cutting costs on 10 popular medications. Here is how much you could save.
Social Security's 2.8% COLA for 2026: What It Means for Your Monthly Check
The 2026 cost-of-living adjustment adds about $50 to the average retiree's check. Here's the full breakdown and what to watch for.
How a Government Shutdown Could Affect Your Social Security and Medicare Benefits
A federal shutdown looms again. Here is what would happen to Social Security, Medicare, and other benefits seniors rely on.