FAQs for Common Issues
- What should I do if I can’t log in with my e-ID account?
Ensure that you enter the correct Identity Card Number and password. You will then be asked to input a digit code for two-factor authentication, which will be sent to either your mobile device or the email address you provided. If you still can’t log in, contact the Maltese government agency Identità at infoeid@gov.mt or call (+356) 25904300.
- How do I update incorrect personal information on my e-ID account?
If your name, surname or address is incorrect, contact the Maltese government agency Identità at infoeid@gov.mt or call (+356) 25904300 to request information on how to update your details. Generally these details are provided from your actual physical Identity Card.
- Can I update my contact details of my e-ID account?
You can update your mobile contact number and email address by clicking here. This update will be processed in real-time.
- What should I do if I haven’t received my social security benefit payment?
Check your banking details held by the department of social security online, to ensure they are correct. If everything is correctly set and you still haven’t received your payment, you can submit a report online, contact the social security customer care service via Freephone 153 (ext. 11) or visit a Servizz.gov hub for in-person assistance.
- How can I resolve issues related to submitting documents online?
Make sure your documents are in the correct format and size as specified on the mySocialSecurity app. If you continue to encounter an issue, you can contact us through our Contact Us page. Select ‘Documents – Submit’ from the ‘mySocialSecurity’ cluster in the drop-down list, visit a Servizz.gov hub for in-person assistance or call us on Freephone 153 (ext. 11).
- What steps should I take if my application is rejected?
Review the rejection letter to understand the reason. You can appeal the decision by following the instructions provided in the letter and submit an appeal online, visit a Servizz.gov hub for in-person assistance or contact the social security customer care service via Freephone 153 (ext. 11).
- How do I report a technical issue with the website?
If you encounter a technical problem related to the social security website, please provide the details of the issue by clicking here.
- What should I do if I encounter an error message while using the website?
Take note of the error message being displayed and make contact with us by clicking here and provide the details of the error.
- How can I get help if I am unable to resolve an issue on my own?
You may click here and provide the details of your concern or query. Alternatively, you can visit a Servizz.gov hub for in-person assistance. Alternatively, you can call Freephone 153 (ext. 11). For international callers, dial +356 21255153 (this is not a freephone number).
- If I encounter an issue with the mySocialSecurity app, is it possible to contact the department online?
Yes this is possible. If while trying to access an online service you encounter an issue or need assistance to access this service, support is available through our helpdesk: