These are the same steps our staff use when they help someone. "They" means the person who needs help: you, or someone you are helping. Go in order, and call ahead when you can.
1 Find out what they still haveYou can ask "Which account? Do you remember the email and password? Do you still have that phone number?"
You can say "This happens to a lot of people. We'll take it one step at a time."
Get the email working first. Most other accounts send codes there.
Someone else got into the account or changed it? See the guide "Was scammed or had their identity stolen".
You can say "Never pay anyone to unlock an account. Government agencies will never ask for your code by phone or text."
2 Get back into emailGmail: go to accounts.google.com/signin/recovery and answer as many questions as they can.
It helps to use a phone or computer they used before, in a place they often sign in.
Google may ask them to wait a few days. Google has no phone line for this.
Can't get it back? Make a new free email today. Write the new email and password down and keep it safe.
Then update the new email with SSA, YES New Mexico, Medicaid, the bank and job sites.
No working phone? Ask about a free phone. See the guide "Needs a phone or a mailing address".
3 Login.gov (Social Security, Medicare, USAJOBS and more)Forgot the password? Choose "Forgot your password?" and use the link sent by email.
After a reset, Login.gov asks for the personal key (a 16-character code) to keep their verified identity. No key? They verify again.
Locked out after too many tries? Wait 10 minutes. After failed ID checks, wait 6 hours.
Lost the only phone or code method? Login.gov can't unlock it. They delete the account and make a new one. There is a 24-hour wait.
Login.gov
Help center: forgot password, lost phone, delete and start over
· Online 24/7
To verify identity again, they need a driver's license or state ID. Some agencies let them finish at a Post Office.
4 ID.me (IRS, VA and some state sites)On the ID.me sign-in page, enter email and password, then pick "MFA recovery process".
They prove it is them with a selfie, a video call, or an ID upload. Then they set up a new phone or app within 30 minutes.
Lost the email too? They must work with an ID.me agent through the chat on the help site.
ID.me
Help center: account recovery and video identity check
· Online; chat on help site
Bring
Photo ID a phone or computer with a camera their old and new phone numbers
5 YES New Mexico, Social Security and other benefitsBeing locked out does not stop benefits. They can still do business by phone or in person.
YES New Mexico: use "Forgot password" on yes.state.nm.us. Still stuck? The Income Support office can update SNAP and Medicaid by phone or in person.
NM Health Care Authority - Income Support Division (Grant County office)
SNAP, Medicaid, TANF/GA, LIHEAP office
800-283-4465
3088 32nd St Bypass, Suite A, Silver City · Lobby Mon-Fri 8:00am-4:30pm (closed 12-1:30pm); phone center Mon-Fri 7am-6:30pm
Social Security: they can report changes and ask questions without an online account.
Social Security Administration
National line (benefits, SSI, replacement card)
800-772-1213
· Mon-Fri 8am-7pm local time; online 24/7
At the Gospel Mission Our case worker can help them call from the Mission phone.
At the Gospel Mission Use the Mission's free mail service so letters and new cards reach them.
6 Free computers, and keep it from happening again
Silver City Public Library
Free computers, internet and Wi-Fi
575-538-3672
515 W. College Ave., Silver City · Mon-Thu 9am-6pm; Fri 10am-5pm; Sat 10am-3pm; closed Sun
Bayard Public Library
Free computers and internet
575-537-6244
1112 Central Ave., Bayard · Mon-Fri 9:30 am-5 pm; Saturday only for special events
See the guide "Wants to learn to use a computer or smartphone".
Add a second way in: a backup email, a second phone number, or backup codes.
Write the email, the account names and the backup codes on paper. Keep it with their ID papers.
You can say "When your phone number changes, update your accounts first, before the old number stops."
More help like this
Needs a phone or a mailing address Use when someone has no phone, no way to get mail, or needs internet to apply for jobs, benefits or ID. Needs copies, a fax, a notary, printing or a computer Use when someone needs to copy, print, scan or fax a paper, get a form notarized, or use a computer and the internet to apply for something. Needs to charge a phone or find a place to plug in Use when someone's phone is dead or low and they need a safe place to charge it, or they need power for a medical device or laptop. Wants to learn to use a computer or smartphone Use when someone wants to learn basic computer or smartphone skills: turning it on, email, the internet, apps, online forms, video calls, or staying safe from scams. See all guides in Food and basics →
This guide is general information only, not medical, legal or other professional advice. Places and rules change, so please call before you go. In an emergency, call 911; in a mental health crisis, call or text 988. Disclaimer
Know a better way? Is something out of date?
If a number or place here is wrong, you know a better resource, or you know a better way to help, tell us. We automatically check reliable sources and update supported routine details. Unclear changes and safety guidance go to our staff for review.
📞 We need volunteers to keep this guide up to date. You can help from home, an hour a week.
See how →
Questions, or want someone to walk through this with you? The Silver City Gospel Mission, 111 S. Texas St., Silver City,
575-388-5071 , weekdays 9:00am-1:45pm. Everyone is welcome.