Social Security pushes some beneficiaries to online or in-person meetings

March 20, 2025

The Social Security Administration (SSA) is making a big change that will affect some of the people who get benefits. Starting this month, certain beneficiaries will no longer be able to handle all their questions or problems over the phone. Instead, they will need to either use the SSA’s online services or visit a local office in person. This shift is meant to make things work better and keep people’s information safe, but it’s causing some worry for those who liked the old way of doing things.

Social Security Encourages Online Some Beneficiaries

The SSA says this change will help them serve people faster. Right now, many beneficiaries call the SSA’s phone line for help with things like checking their payments, updating their address, or fixing issues with their account. While simple questions can still be answered over the phone, bigger or more complicated tasks will now require a different approach. For example, if someone needs to change how they get their money or report a problem with their benefits, they’ll have to log into their online account at SSA.gov or go to a nearby Social Security office.

“We’re doing this to make things more efficient,” an SSA spokesperson explained. “Online services are quick and easy for most people, and our offices are there for anyone who needs to talk face-to-face.” The SSA also says that using the internet is safer because it cuts down on mistakes that can happen over the phone. Plus, it helps them keep better records of what people need.

For many beneficiaries, this won’t be a big deal. The SSA says that millions of people already use their website every year. Logging in lets you see your payment history, update your personal details, or even apply for benefits without waiting on hold. The site is designed to be simple, and there’s a help section for anyone who gets stuck. The SSA is also offering free support to set up online accounts, either by phone or at their offices.

But not everyone is happy about the change. Some beneficiaries, especially older adults, say they don’t like using computers or don’t have good internet at home. Mary Johnson, a 68-year-old from Ohio, has been getting Social Security for five years. “I always called when I had a question,” she said. “It was fast and easy. Now I have to learn the website or take a bus to the office, and that’s harder for me.” Mary doesn’t own a computer, and she’s worried about making the trip to her local SSA office, which is 10 miles away.

The SSA knows that not everyone can go online. That’s why they’re keeping their offices open for in-person visits. If you need to go, you’ll have to call ahead to make an appointment. This helps the SSA plan their day and makes sure someone is ready to help when you arrive. “We don’t want anyone to feel left out,” the spokesperson said. “If you can’t use the internet, we’ll still take care of you in person.”

The change comes at a time when the SSA is trying to save money and update how it works. Experts say that moving more services online could cut down on costs, like paying for phone staff or mailing paper forms. It could also speed things up for beneficiaries who don’t want to wait on the phone for an hour or more. “This is a smart move for the future,” said Tom Carter, a retirement expert. “Most people already use the internet for banking or shopping, so Social Security is catching up.”

Still, Carter and others warn that the SSA needs to be careful. “Some beneficiaries don’t have computers or smartphones,” he said. “And even if they do, they might not know how to use them well. The SSA has to make sure those people still get help.” About one in five Americans over 65 don’t use the internet, according to recent studies. For them, going to an office might be the only option, but that can be tough if they live far away or can’t drive.

To help with this, the SSA is reaching out to community groups, like libraries and senior centers. These places can offer free internet access and sometimes even classes on how to use computers. The SSA is also sending out letters to let beneficiaries know about the change and what they need to do. “We’re trying to make this as smooth as possible,” the spokesperson said.

For people who want to try the online option, setting up an account is pretty simple. You go to SSA.gov, click on “My Social Security,” and follow the steps to sign up. You’ll need an email address and some personal information, like your Social Security number. Once you’re in, you can do a lot of things on your own, like checking when your next payment is coming or updating your phone number. The SSA says it’s safe because you need a password to log in, and they use extra security to protect your account.

If you’re not sure how to start, you can call the SSA at 1-800-772-1213. They’ll walk you through it or help you book an office visit. Some offices even have staff who can sit with you and show you how to use the website. “It’s worth giving it a try,” said Lisa Brown, a 55-year-old beneficiary from Texas. “I was nervous at first, but now I like doing everything online. It’s faster than waiting on the phone.”

The SSA hopes this change will make life easier for most people. They’ve been testing it in some areas already, and they say it’s working well. Beneficiaries who use the website report shorter wait times and fewer problems. “We’re not getting rid of phone support,” the spokesperson said. “But for bigger issues, online or in-person is the way to go.”

Still, some worry that the SSA isn’t ready for everyone to switch. Long lines at offices or trouble with the website could frustrate people who just want their benefits to work smoothly. “They need to have enough staff at the offices,” said Carter. “And the website has to be easy, or people will give up.”

For now, the SSA is asking beneficiaries to be patient as they roll out the change. If you get Social Security or Supplemental Security Income (SSI), check your mail for more information. You can also visit SSA.gov to see what’s new or call the helpline with questions. The SSA says they’re listening to feedback and will make adjustments if needed.

This shift to online and in-person meetings is a big step for Social Security. It’s meant to save time and keep things secure, but it’s also a challenge for some. Whether it works will depend on how well the SSA helps everyone—online or off—stay connected to their benefits.