My.SSS Errors and How to Fix Them

Try these first

1. 1

   1. Start from the Login to My.SSS button on www.sss.gov.ph

   The sign-in page is on sso.sss.gov.ph. Check that the address matches the one on this page exactly.

2. 2

   2. Refresh the page once

   Do not click Sign In or Submit again and again.

3. 3

   3. Open a private (incognito) window or another browser, or clear your browser's cache and cookies

4. 4

   4. Type your user ID and password again, slowly

   Check caps lock and remove spaces before or after.

5. 5

   5. Waiting for an email?

   Wait a few minutes and check your spam folder before you ask again.

6. 6

   6. If the page does not load for anyone, the portal is probably down

   Try again later and check the agency's official Facebook page (SSS on Facebook).

7. 7

   7. Still stuck?

   Call the SSS hotline 1455 or email usssaptayo@sss.gov.ph. Give them the exact message, never your password or PIN.

• "Please input your User ID and Password."

  Cause: the user ID or password box was empty when you clicked Sign In.

  Fix: type both again. If your browser filled them in, clear the boxes and type them yourself.

• Your user ID and password are not accepted

  Cause: a typo, the wrong user ID, or an old password saved in your browser. Your user ID is the one you chose at registration, not your SS number.

  Fix: use Forgot Password. After you verify, the page shows your user ID and lets you set a new password.

• "Invalid One Time Pin."

  Cause: the PIN was mistyped, was an older one, or came from an authenticator app whose phone clock is wrong.

  Fix: type only the newest PIN, before the timer ends. Full fix: My.SSS "Invalid One Time Pin."

• "Time's up!"

  Cause: the countdown next to the PIN box ran out before you entered the PIN.

  Fix: request a new PIN and enter it right away.

• "Service unavailable. Please try again."

  Cause: the PIN service did not answer. The problem is on the SSS side.

  Fix: close the page and try again later.

• "Your account has been locked."

  Cause: too many wrong PINs in a row.

  Fix: contact SSS to unlock it. Full fix: My.SSS "Your account has been locked."

• "Kindly visit the nearest SSS branch to update your contact details as soon as possible."

  Cause: SSS has no usable mobile number or email for you, so it cannot send a PIN.

  Fix: update your contact details at an SSS branch. Full fix: update your contact details

• "Please setup your Security Questions in your My.SSS account."

  Cause: you chose Security Questions on the Forgot Password page, but you never set any.

  Fix: go back and choose Multi-factor Authentication (a PIN) instead.

• "CRN/SS Number is not valid"

  Cause: the number on the registration or recovery form has a typo.

  Fix: check each digit against your SS number slip, E-1 form or UMID card.

• Registration preference not accepted

  Cause: the detail you chose does not match SSS records.

  Fix: a UMID card must be activated at an SSS Information Terminal, a PRN must already be paid, and a loan date must be for a loan with a balance. Pick another preference. See how to register.

• Registration email not received

  Cause: the email went to spam, or the address had a typo.

  Fix: check spam and junk folders. The link works for five working days; after that, register again with the correct email.

• No Payment Reference Number option for contributions

  Cause: your record shows you as employed. Employers pay for employees with their own PRN.

  Fix: if you now pay on your own, ask SSS to change your membership type first. See generate a PRN.

• Contributions missing

  Cause: the employer has not remitted yet, or a self-paid month was not paid by its deadline.

  Fix: PRN payments post in real time. Check the PRN and amount on your receipt, or ask your employer for proof of payment. See check contributions.

• Cannot apply for a salary loan

  Cause: fewer than 36 posted contributions (6 in the last 12 months), a past-due loan, an employer behind on payments, or no enrolled disbursement bank account.

  Fix: check each condition in apply for a salary loan.

• E-wallet not offered for the loan payout

  Cause: SSS does not use e-wallets or cash payout outlets for salary and calamity loans.

  Fix: enroll a bank account in your name under Services > Disbursement Account, using the account number, not the ATM card number.