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 [email protected] 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 [email protected] 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.
- If upon authenticating with my e-ID I get an error. How can I resolve the issue?
Every now and then, the e‑ID portal just needs its cache cleared. If that happens, simply follow the steps below to log successfully with your e‑ID to use our online services.- Go to https://eid.gov.mt with your eID credentials including the 2-Factor authentication.
- Click on “My Account” button.
- Click on “View Account Activity” button.
- At this stage check if you are able to authenticate successully to online services. If you are able to log in successfuly, you do not need to continue further with the below steps.
- If not, sign out and log in again into https://eid.gov.mt using again your e-ID credentials.
- Click on “My Account” button.
- This time click on “View Data Access” button.
- For “Social Security Service Provider at MITA”, click on the “Withdraw Access” button.
- Once this is done, please try the online links again.
If you still get the error upon authenticating, please report the issue by clicking here to indicate which online Service you are having issue and you will be guided accordingly.
- 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 for a benefit is rejected?
First of all you need to review the rejection letter to understand the reason. However, if you still believe that the reason is not justified, you can appeal this by following the instructions provided in the letter and lodge an appeal online, visit a Servizz.gov hub for in-person assistance or contact the Social Security Customer Care service via Servizz.gov 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. You can also call Servizz.gov Freephone 153 (ext. 11). For international callers, dial +356 21255153, however 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: