Overview

Losing access to both the registered email and mobile number tied to your My.SSS account creates a classic “account recovery deadlock.” In the Philippines, recovery pivots on identity re-verification and updating your contact information with the Social Security System (SSS). This article explains the legal bases, practical steps, documentary requirements, special cases (overseas, via representative, minors and senior citizens), timelines, common pitfalls, and sample templates you can use.

Legal Foundations

Social Security Act of 2018 (R.A. 11199). Empowers SSS to maintain member records and require documentary proof for changes and transactions.
Data Privacy Act of 2012 (R.A. 10173) and its IRR. SSS, as a personal information controller, must verify identity before disclosing or restoring access to personal data. Expect “know-your-member” (KYM) checks and minimally necessary data collection following the principles of legitimacy, proportionality, and transparency.
E-Commerce Act of 2000 (R.A. 8792). Supports electronic transactions and records; SSS can rely on electronic processes but must ensure authenticity and integrity.
Ease of Doing Business and Efficient Government Service Delivery Act (R.A. 11032). Requires published service standards and reasonable processing times; members may escalate undue delays.
Civil Code on Agency; Apostille Convention. Allows representation via Special Power of Attorney (SPA); if executed abroad, the SPA must be apostilled (instead of consularized) for Philippine use.

Recovery Pathways at a Glance

When both email and phone are unavailable, your main routes are:

Identity Re-Verification + Contact Update (Preferred). Update your email and/or mobile number in the SSS membership record, then perform a standard password reset.
Assisted Reset via SSS Channels. Submit an identity-verification request through in-person or official remote channels so SSS can trigger an account reset.
Recovery via Authorized Representative. If you’re unavailable or have mobility constraints, authorize someone through an SPA with proper IDs.
Overseas Member Route. Use SSS Foreign Office/consular coordination procedures to re-verify and update details from abroad.

Step-by-Step Guide

Step 1: Gather Proof of Identity and Membership

Prepare:

Primary government ID (showing full name, photo, signature, and birth date).
SSS Number and UMID card (if any).
Supporting identity documents if there are discrepancies (PSA birth certificate, marriage certificate for name change, latest contributions receipt, or any official document bearing your SSS number).

Tip: Ensure your specimen signature matches your IDs. If your signature changed, prepare an Affidavit of Signature Discrepancy.

Step 2: Prepare Contact-Update and Recovery Documents

Member Data Change form (to update email/mobile).
Affidavit of Loss of Access Credentials (sample below).
Recent ID-bearing photo of you holding your ID (some channels request a “selfie with ID” for remote verification).
If represented: SPA + representative’s valid ID (front and back).
If abroad: Apostilled SPA and IDs, plus proof of overseas status (e.g., work or residence document) as applicable.

Step 3: Choose Your Channel

A. In-Person at an SSS Branch (most reliable):

Bring originals and photocopies.
Accomplish/update the Member Data Change form to replace your unreachable email/number with a reachable one.
Request staff to tag the new contact details as primary and initiate an online account reset (or provide instructions to reset using your new contact).

B. Remote/Assisted via Official Help Channels:

Submit a ticket/request for credentials reset and contact update.
Attach scans: government ID (front/back), selfie with ID, completed form, and affidavit.
You will receive instructions or a temporary link/token once they confirm your identity.

C. Overseas Members:

Coordinate through an SSS Foreign Representative Office or a Philippine Embassy/Consulate channel that handles SSS services.
If notarization is needed abroad, use apostille (not consularization) from the competent authority in the host country.

Step 4: Perform the Reset

Once your email and/or mobile are updated on SSS records:

Use the “Forgot User ID/Password” flow in My.SSS.
The system will now send the OTP/link to your new registered email or number.
Create a strong password (12+ chars, mix of upper/lowercase, numbers, symbols) and store it securely.

Documentary Details & Checklists

A. Acceptable IDs (examples)

UMID, Philippine Passport, Driver’s License, PhilID (National ID), PRC ID, Postal ID, Voter’s ID, Firearms ID, Senior Citizen ID, PWD ID (government-issued).
Bring two IDs if possible, especially when photos/signatures vary.

B. Member Data Change Essentials

Use the latest Member Data Change/Correction form.
Sections to focus on: Email Address, Mobile Number, and any Name/Birthdate discrepancies discovered during review.
Sign in accordance with your ID signature.

C. Affidavits You May Need

Affidavit of Loss of Access Credentials (sample provided).
Affidavit of Discrepancy (if names/dates differ across IDs).
Affidavit of Authorization (if SPA is impractical for minor matters; however, SSS commonly requires an SPA for full representation).

D. Special Power of Attorney (SPA)

Identify the specific acts authorized: updating member contact info, receiving notices, submitting forms, and coordinating for account reset.
Attach member’s ID and attorney-in-fact’s ID.
If executed outside the Philippines, ensure apostille.

Frequently Encountered Scenarios

Name or Birthdate Mismatch. SSS may place your request on hold until you submit proof (e.g., PSA birth certificate or marriage certificate). Resolve data discrepancies first, then proceed with contact update and reset.
No Government ID Available. Apply for or renew a primary ID. Some branches may accept combinations of secondary IDs plus a notarized affidavit, but expect delays.
Locked/Deactivated Account. After identity confirmation, SSS can unlock or trigger reset. Persistent lockouts usually indicate unresolved identity or data issues.
Senior Citizens / Persons with Disabilities (PWD). You may designate a representative with SPA. Some branches prioritize seniors/PWDs—bring proof for queueing assistance.
Members Abroad Without Apostille Access. Use the host country’s competent authority to apostille your document. If not part of the Convention, follow the consularization route via the Philippine Embassy/Consulate.

Timelines & Expectations

Same-day resolution is possible for straightforward in-person updates when IDs and forms are complete.
1–10 working days is typical for remote/assisted requests, identity verifications, or cases involving data discrepancies.
Longer if there are conflicting records, name changes, or missing/expired IDs.

Under R.A. 11032, government offices should observe published service standards; if delays become unreasonable, you may file a service complaint through the prescribed channels.

Data Privacy & Security Notes

SSS should only ask for proportionate personal data. Decline sending full ID numbers or photos through unofficial channels.
Always verify you are submitting to official SSS endpoints (in person or official online/phone channels).
Avoid cybercafés or public Wi-Fi for resets; enable multi-factor authentication where available and maintain updated antivirus/OS on your device.

Common Pitfalls (and How to Avoid Them)

Submitting blurry or cropped IDs. Provide clear, full-frame images.
Inconsistent signatures. If different, add an Affidavit of Signature Discrepancy.
Unnotarized SPA. For representation, notarization (or apostille abroad) is generally required.
Skipping the data-correction step. If your name/date is wrong, a reset alone won’t stick—fix records first.
Using unverified contact details. Ensure the new email and number are active and you can receive OTPs.

Escalation & Remedies

First line: the handling SSS branch or official remote support ticket.
Second line: branch head or service recovery desk.
Systemic delays/non-action: file a complaint under the office’s Citizen’s Charter pursuant to R.A. 11032.
Contested determinations affecting rights/benefits: consider administrative remedies with SSS and, if necessary, appeal to the Social Security Commission (SSC) on matters within its jurisdiction.

Templates

A. Affidavit of Loss of Access Credentials (Sample)

AFFIDAVIT OF LOSS OF ACCESS CREDENTIALS I, [Full Name], of legal age, Filipino, with SSS No. [SSS Number], and residing at [Address], after having been duly sworn, depose and state that:

I am the registered owner of a My.SSS account associated with email [old email, if known] and mobile number [old number, if known].

I no longer have access to said email and mobile number due to [state reasons: deactivated SIM, lost device, inaccessible email, etc.].

Despite diligent efforts, I have been unable to recover access to these contact channels.

I request the Social Security System to update my records with the following current contact details for account recovery purposes: [new email], [new mobile number].

I undertake to keep my contact information updated and acknowledge that the SSS may require further verification pursuant to R.A. 11199 and R.A. 10173. IN WITNESS WHEREOF, I have hereunto set my hand this [date] at [city/province].

[Affiant’s Printed Name & Signature]

SUBSCRIBED AND SWORN to before me this [date], affiant exhibiting [ID type and number].

(Notarial block to follow standard Philippine form.)

B. SPA Clauses (Key Phrases)

“To appear before the Social Security System to request updating of my registered email address and mobile number and to process the recovery/reset of my My.SSS account credentials.”
“To submit, sign, and receive documents; to present my identification; and to receive notices related to the foregoing.”
Attach 2×2 photo (if requested), ID copies, and specify effectivity and limitations.

Quick Reference Checklists

Bring/Attach:

Government ID (primary; plus backup).
SSS Number (and UMID if available).
Member Data Change form (completed and signed).
Affidavit(s) as applicable.
Selfie with ID (if submitting remotely).
SPA + apostille (if represented/overseas).

Do:

Fix data discrepancies first.
Ensure new contact details work.
Keep copies and reference numbers of all filings.

Don’t:

Send documents through unofficial channels.
Share OTPs or passwords with anyone (including “fixers”).
Rely on unnotarized authority when a formal SPA is required.

Final Notes

Recovery without your registered email and phone is possible but hinges on proving who you are and updating the contact details in your official SSS record.
If you anticipate changes (new SIM/email), update SSS immediately to prevent future lockouts.
Keep a secure record of your SSS number, enrollment data, and transaction/reference numbers for any future verification.