Under the Social Security Act of 2018 (Republic Act No. 11199), members are mandated to provide accurate personal data to ensure the seamless administration of benefits and efficient communication of notices. Maintaining an updated mobile number and email address is no longer just a convenience; it is a functional necessity for accessing the My.SSS Portal, receiving transactional PINS (OTP), and filing for loans or benefit claims.
Failure to update contact information often results in "account freezing," inability to reset passwords, or the non-receipt of critical legal notices regarding contribution postings and loan delinquencies.
I. Modes of Updating Information
The SSS provides three primary channels for updating contact details, depending on whether the member still has access to their registered account or if they have been completely locked out.
1. Online via My.SSS Portal (For Active Accounts)
If you still have access to your account but simply wish to change your mobile number or email address:
- Access: Log in to the My.SSS Member Portal.
- Navigation: Go to the "Member Info" tab and select "Update Contact Information."
- Selection: Check the boxes for the specific data you wish to change (Mobile Number, Email Address, or Mailing Address).
- Verification: After inputting the new data, click "Submit." A confirmation link or notification will be sent to the new email/mobile for verification.
2. Via the SSS Mobile App
For members who prefer mobile interfaces:
- Log in using your existing credentials.
- Select "My Information" or the profile icon.
- Tap on "Update Information" and follow the prompts for mobile and email verification.
3. Manual Submission (For Locked Accounts or Technical Issues)
If you can no longer log in because your old mobile number is inactive (preventing OTP reception), you must use the Member Data Change Request (Form E-4).
- Form: Download and fill out the SSS Form E-4.
- Submission: Submit the form in person at the nearest SSS branch or through the branch’s "Drop Box" system (subject to current branch protocols).
- Verification: This process requires the presentation of a UMID card or two valid government-issued IDs.
II. Documentary Requirements for Manual Updates
When filing an E-4 Form at an SSS branch, the following identification is required under the Single Identity Card Post-System (RA 8282) standards:
| Primary ID (One of the following) | Secondary IDs (Two of the following) |
|---|---|
| UMID Card | Driver’s License |
| Passport | Professional Regulation Commission (PRC) Card |
| PhilSys ID (National ID) | Voter’s ID / Senior Citizen Card |
| Social Security (SS) Card | NBI Clearance / Police Clearance |
III. Statutory Importance of Updated Contact Info
The legal implications of outdated records are significant under Philippine Social Security law:
- Mandatory OTP (One-Time Password): Pursuant to cybersecurity protocols, the SSS employs multi-factor authentication. Members cannot file for Sickness, Maternity, or Disability benefits online if they cannot receive an OTP.
- Loan Notifications: Under the law, the SSS sends notices of loan payments and interests. If a member fails to receive these due to an outdated address or mobile number, they remain legally liable for penalties and compounded interest.
- Salary Loan Privileges: To apply for a salary loan, the mobile number must be verified. Without an updated number, the system will prevent the application from proceeding to the "Employer Certification" stage.
IV. Procedure for Members Abroad (OFWs)
For Overseas Filipino Workers, the SSS provides a specialized channel through OFW Contact Centers or the International Operations Group.
- Email Request: Send a formal request to
member_relations@sss.gov.phorofw.relations@sss.gov.ph. - Attachments: Attach a scanned copy of the E-4 form, the data page of your Passport, and a "selfie" holding the ID for identity verification.
- SSS Representative Offices: OFWs may also visit SSS desks located in Philippine Embassies or Consulates in their respective host countries.
V. Common Pitfalls and Troubleshooting
- Duplicate Accounts: Never create a new SSS number to "start over" with a new mobile number. This is a violation of SSS policy and leads to "Multiple SS Numbers," which complicates the consolidation of contributions.
- System Latency: Online updates may take 24 to 48 hours to reflect across the entire SSS database.
- Email Domain Issues: It is recommended to use reliable email providers (like Gmail or Outlook) as some smaller corporate domains may filter SSS automated emails into spam or reject them entirely.