The Social Security System (SSS) online portal, commonly referred to as My.SSS, is the primary digital platform for more than 40 million SSS members to view contributions, apply for loans, file sickness/maternity benefits, check pension status, generate PRNs, and perform dozens of other transactions without visiting a branch. Access to this account is protected by a username (usually the SS number or CRN) and password, with two-factor authentication and password-reset links tied exclusively to the member's registered email address and mobile number.

When a member loses access to both the registered email and mobile number — whether due to prolonged inactivity, change of contact details without updating SSS records, hacking, loss of phone, or simple forgetfulness — the standard “Forgot Password” function becomes unusable. In such cases, the SSS treats the situation as a complete loss of access credentials and requires manual verification of identity through personal appearance. This is mandated by SSS internal security policies, Circular No. 2021-009 (Guidelines on My.SSS Facility), and compliance with Republic Act No. 10173 (Data Privacy Act of 2012) and Republic Act No. 11199 (Social Security Act of 2018).

There is currently no fully online recovery method without access to either the original email or mobile number. Any person or “fixer” claiming to recover the account purely online without personal appearance is either mistaken or engaged in fraudulent activity.

Official and Only Legally Recognized Recovery Procedure

The exclusive lawful method to regain access is through personal appearance at any SSS branch with tellering or member assistance services. The process involves:

Identity Verification and Request for Member Data Amendment
The member must file a request to update/correct the registered email address and/or mobile number in the SSS database. This is done via the Member Data Change Request (MDCR) module or the older E-4 form (Member’s Data Amendment Form). Once the contact details are updated in the master record, the member can immediately use the “Forgot Password” feature with the new email/mobile.
Password Reset After Data Amendment
After the branch updates the records, the member receives confirmation (usually via the new email/mobile provided). The My.SSS account password can then be reset normally.

Required Documents for In-Person Recovery (2025 Updated List)

To successfully process the request, present at least two (2) valid government-issued IDs. The SSS strictly implements this requirement under Circular No. 2019-006 and subsequent privacy directives.

Primary IDs (at least one required):

UMID Card (Unified Multi-Purpose ID – the ATM-type card)
SSS-issued UMID (old blue card is still accepted)
Driver’s License
Passport
PRC License
Senior Citizen ID
Voter’s ID/COMELEC Certification with photo
PhilHealth ID (new PVC type)
NBI Clearance
Police Clearance with photo
GSIS eCard

Secondary IDs (if primary is unavailable or additional proof needed):

Company ID (if currently employed and SSS contributions are active)
BIR ID/TIN Card
Postal ID (new version)
Barangay Certification with photo (rarely accepted alone)

Additional supporting documents that greatly speed up processing:

Printed SS card or E-1 form (if available)
Birth Certificate (PSA-authenticated)
Marriage Contract (if name has changed)
Affidavit of Loss (if claiming phone/email was lost/hacked) – this is helpful but not strictly required
Latest SSS contribution receipt or Payslip showing SS number

For OFWs abroad: The same procedure applies but may be done at the nearest Philippine Consulate/Embassy that has an SSS Foreign Representative Office (e.g., Dubai, Singapore, Hong Kong, Riyadh, Milan, etc.) or through an Attorney-in-Fact in the Philippines with a Special Power of Attorney (SPA) duly authenticated by the Philippine Consulate.

Step-by-Step Procedure at the SSS Branch (As of November 2025)

Book an online appointment via the SSS website (www.sss.gov.ph → Online Appointment System) under “Member Account” → “Updating of Contact Information” or “Member Data Change Request.” Walk-in is still allowed but expect long queues.
Proceed to the branch on your scheduled date. Go to the Information Desk or Member Assistance Counter.
Inform the SSS personnel that you need to recover your My.SSS account because you no longer have access to the registered email and mobile number.
Fill out the Member Data Change Request (MDCR) form or E-4 form. Tick the boxes for “Email Address” and “Mobile Number.” Provide your new active email and mobile number.
Submit the form together with photocopies and original IDs. The SSS personnel will verify your identity against the SSS database (they will pull up your photo and signature from the UMID enrollment or previous records).
Once approved (usually within 5–15 minutes if documents are complete), the system updates your records in real time.
You will receive an SMS/email confirmation of the update (to your new contact details).
Immediately go to https://www.sss.gov.ph, click “Forgot Password,” and use your new email/mobile to receive the reset link/code.
Create a new strong password and log in successfully.

Processing Time and Cost

There is no fee for updating contact information or recovering My.SSS access. Processing is same-day in almost all cases provided documents are complete. In rare instances where the SSS record shows discrepancy (e.g., name spelling, date of birth), additional documents may be required and processing may take 1–3 days.

Special Cases and Common Issues

Account locked due to multiple wrong password attempts: The lock is automatically lifted after 24 hours, but if you cannot receive the OTP because of outdated contact info, you still need to visit the branch.
Deceased member’s account: Only the legal heirs or beneficiaries with proper court orders or Affidavit of Death Benefit Claim can request access or information.
Employer-registered accounts (old R-3 system): Some older members have accounts created by employers with the company email. Recovery procedure is identical — personal appearance required.
Multiple SS numbers: If you have duplicate records, the branch will consolidate them during the same visit.

Preventive Measures to Avoid Future Lockout

Always keep your registered email and mobile number updated. Do it online if you still have access, or via branch/appointment.
Use a personal, long-term email address (preferably Gmail or Yahoo) that you control indefinitely.
Enroll in the SSS Mobile App and enable biometric login (fingerprint/face ID) — this serves as a secondary access method even if email/mobile changes (as of 2025, biometric login overrides the need for OTP in many transactions).
Link your UMID card as a secondary authentication device (available in the app).
Print or save your Static Information File from My.SSS once logged in — it contains your PRN history, contribution records, and serves as proof of account ownership.

Legal Warnings

Any attempt to recover an SSS account through unofficial channels (e.g., paying “online fixers” on Facebook, Telegram groups, or shady websites) constitutes violation of Republic Act No. 10175 (Cybercrime Prevention Act of 2012) and may lead to estafa charges. SSS regularly warns the public against such scams. Only SSS personnel at authorized branches or foreign offices can legally modify member records.

The Data Privacy Act of 2012 protects your personal information. SSS personnel are prohibited from asking for your password or OTP. Report any such request immediately to the SSS Hotline 8-920-6446 to 55 or email member_relations@sss.gov.ph.

This procedure has remained materially unchanged since 2021 and continues to be the only lawful method as of November 2025. Members experiencing difficulty may also seek free assistance from the Public Attorney’s Office (PAO) if they believe their rights are being denied by SSS personnel.

By following the official in-person procedure outlined above, any legitimate SSS member can successfully regain full access to their My.SSS account even without the original registered email or mobile number.