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What to do if…
your retirement or pension payment is stopped for identity verification

Produced and maintained by PanicStation.org Published: Last reviewed: Editorial policy USA guide

Short answer

Check whether the payment is actually missing, then contact the payer through an official website, a trusted statement, or the secure account you normally use. Do not reply to an unexpected message asking for identity documents, bank details, or a fee.

Do not do these things

  • Do not send your ID, Social Security number, or banking details in response to an unsolicited call, text, or email.
  • Do not pay a verification fee or processing fee to restart a payment.
  • Do not use a sign-in link from an unexpected message. Type the official website address yourself or use your usual secure account.
  • Do not change direct-deposit details until you are sure you are using the payer’s official process.
  • If the payment is from Social Security, ignore any text asking you to provide or confirm identity information. Social Security says it will not contact you by text for this.

What to do now

  1. Check the scheduled payment and your bank account. If an electronic payment did not arrive when expected, contact your bank or credit union and ask whether there is a posting delay, rejection, or returned deposit.
  2. Identify the payer. Check your last statement or your usual secure account:
    • Social Security Administration: follow steps 3 to 5.
    • Office of Personnel Management federal annuity: follow step 6.
    • Employer plan, private pension, or annuity insurer: follow step 7.
  3. If a Social Security payment is missing, contact Social Security independently. After checking with your bank, call the official Social Security number shown on its website or contact a local Social Security office. Ask whether the payment is due, whether any action is required, and how a missing payment will be handled.
  4. If Social Security mentions identity verification, confirm the exact issue. Ask whether the request is genuine and what specific action is needed. Social Security says that people generally do not need to prove identity merely to keep receiving benefits at the bank account already in its records.
  5. If the Social Security issue involves changing direct deposit, use an official route. You may be able to update the details through your personal my Social Security account, through the official phone route, or through your bank if it offers the relevant service. If those routes do not work for your situation, ask Social Security whether an office visit is needed.
  6. If the payment is an OPM federal annuity, use OPM’s official missing-payment form. Have your claim number and the missing-payment details ready. Save the confirmation email and note when you submitted the report.
  7. If the payment is from an employer plan, private pension, or annuity insurer, contact the administrator or insurer. Use the phone number on a trusted statement or your usual secure account. Ask what identity proof is required, how to send it securely, and what will happen to any missed payment. For an employer-sponsored plan, you can also contact the Department of Labor’s EBSA Benefits Advisors if you are not getting a clear answer.
  8. If you suspect identity theft or an account takeover, act promptly. Tell the payer and your bank’s fraud team. Use the federal identity-theft website to create a report and recovery plan. Keep a simple note of who you contacted, when you contacted them, and what they asked you to do.

What can wait

  • You do not need to decide now about rollovers, transfers, or investment choices.
  • You do not need to hire a third party to expedite verification.
  • You do not need to resolve every disputed detail immediately. Focus first on confirming the payer, using a safe contact route, and finding out the next required step.

Important reassurance

An identity-verification request does not by itself mean that the payment is lost. Confirm the request through an official route you choose, then complete only the steps the payer says are needed.

Scope note

These are first steps to stabilize income and reduce risk. If the issue is not resolved, later decisions may need help from a benefits advisor, a plan specialist, or another appropriate professional.

Important note

This is general information, not legal, medical, financial, therapeutic, or other professional advice. Requirements vary by payer and plan type, and identity-verification processes can change.

Additional Resources

Closely connected guides that may be useful during the same situation or its immediate aftermath.

About this guide

This guide was produced and is maintained by PanicStation.org using its published editorial process. Official and specialist sources are checked where relevant, and AI-assisted tools may be used for drafting, organisation, and consistency checks. The site operator remains responsible for publication, revision, and removal decisions.

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