In the digital era of Philippine social security, the My.SSS Portal has become the primary gateway for members to access benefits, check contributions, and apply for loans. However, losing one’s Social Security (SS) number or being locked out of the online account remains a common hurdle.

This guide outlines the legal and administrative procedures for recovering these vital credentials under the policies of the Social Security System (SSS).

I. Recovering a Lost SSS Number

An SS number is a lifetime identification. Even if you have been inactive for years, you must recover your original number rather than applying for a new one, as having multiple SS numbers can lead to significant legal and administrative delays in benefit claims.

1. Via the SSS Hotline or IVRS

The quickest way to retrieve a forgotten SS number is through the SSS Toll-Free 24/7 Hotline:

Local: 1455
International: (Country Code) + 800-10255-777

2. Via SSS Mobile App

If you previously registered for the mobile app but forgot your number, the "Forgot User ID/Password" feature often reveals the linked SS number once identity is verified through security questions or email.

3. In-Person Verification

You may visit any SSS branch and approach the Member Electronic Services (e-Center) or the Information Counter.

Requirements: Present at least one (1) valid government-issued ID (e.g., UMID, Driver’s License, Passport, PRC ID).
Process: The officer will verify your identity against the SSS database and provide your existing SS number.

II. Resetting My.SSS Account Credentials

If you have your SS number but cannot access your online account due to a forgotten password or a deactivated email address, follow these steps:

1. The "Forgot Password" Feature (Standard Recovery)

Go to the SSS Website and click on the Member portal.
Select "Forgot User ID or Password?".
Choose between two options for verification:

Security Questions: Answer the questions you set during initial registration.
Email Address: A password reset link will be sent to your registered email.

2. Recovery When Registered Email is Inaccessible

This is the most frequent issue for members. If you can no longer log into the email account associated with your SSS profile, you must request a Manual Email Reset.

Option A: Email Request. Send an email to member_relations@sss.gov.ph or onlineserviceportal@sss.gov.ph.
Subject: REQUEST FOR EMAIL ADDRESS RESET - [Your Name]
Attachment: Attach a photo of yourself holding a valid ID (selfie with ID) and a clear copy of the ID itself.
Option B: Over-the-Counter (Branch Visit). Visit the nearest SSS branch and submit a Member Data Change Request (Form E-4).
Check the box for "Others" and indicate "Reset/Update of Email Address for My.SSS."
Once the E-4 is processed (usually 1–3 business days), you can register again or use the "Forgot Password" feature with your new email.

III. Legal Reminders and Best Practices

The "One Member, One Number" Rule: Under Republic Act No. 11199 (Social Security Act of 2018), maintaining multiple SS numbers is prohibited. If you discover you have two numbers, you must file for a "Manual Consolidation of Contributions" at an SSS branch to merge your records.
Data Privacy: Never share your My.SSS login credentials with "fixers" or unofficial Facebook groups. The SSS never charges a fee for resetting passwords or recovering numbers.
Employer Records: If you are currently employed, your Human Resources (HR) department should have your SS number on file in your 201 file or payroll records.

Next Steps for You

Would you like me to draft a formal letter of request or a guide on how to fill out the Form E-4 specifically for an email update?