my Social Security and the Domino's Pizza Tracker
You should mostly ignore the my Social Security account.
If you’re applying for Social Security disability benefits, the Social Security Administration (SSA) will encourage you to track your application through its online portal: “my Social Security.”
With due respect for the good people at SSA, we very strongly encourage you to ignore the my Social Security portal (or, at least, to use it only for limited purposes).
The Portal is Mostly a Prediction: An Analogy to the Domino’s Pizza Tracker
Once upon a time, I went to a party where we ordered Domino’s pizza (still my wife’s favorite). As a bit of tongue-in-cheek fun, we put the famed Domino’s pizza tracker on the TV and cheered every step of the way.
Everyone knows, of course, that the Domino’s pizza chef isn’t typing in status updates on every pie. The pizza maker doesn’t have time to update everyone whether they’re tossing the dough, spreading the sauce, adding cheese, watching the oven . . . if you’ve ever worked food service, you know that just isn’t possible.
Instead, Domino’s just approximates how long each step takes, and presumably provides actual updates at some steps. For example, when the pizza chef hits “complete” on an order ticket, Domino’s probably has its kitchen system connected to the pizza tracker and can say that they’re waiting for the delivery driver to pick up your order.
Although Domino’s is mostly estimating the pizza-making process, Domino’s does an excellent job. It’s an efficient, predictable (and tasty) pizza shop. Indeed, government technologists have explicitly admired the Domino’s pizza tracker!
The my Social Security portal also just estimates how far a claim has proceeded through the disability review process (SSA representatives told us as much), but unlike the Domino’s pizza tracker, SSA does a bad job of estimating how long its process takes. And you can’t much fault the agency: due to funding deficiencies, it still has deeply outdated computer systems, and it’s hard to estimate disability claim processing times when claims take wildly different amounts of time to review.
Why You Shouldn’t Rely on the my Social Security Portal
If it’s not enough that you learn that the portal is simply an estimate of your claim's processing status, please consider some discrete reasons that you should ignore the portal:
1. The my Social Security portal is often wrong and can cause emotional distress.
About once every other week, I speak to someone that saw something demonstrably wrong in the my Social Security portal. Many errors are minor. But it is incredibly disheartening to tell someone that they haven’t actually been approved for benefits, or that their benefits are less than the portal says. A few times, our clients have had anxiety attacks after the portal (wrongly) told them that their claim was denied. We’re not the only ones that have seen these problems, and notable computer errors have misled millions of recipients.
2. Even when correct, the portal might induce you to make mistakes.
I have always worried that a claimant will see their claim was “approved” in the portal and subsequently ignore future SSA communications. The “approval” can be misleading, such as cases where a claim has been medically approved but still requires other steps before the benefits are paid. Or, in another example, we have had a client who saw their claim was “approved” on the portal, but who did not realize (because the portal did not tell them) that this approval was based on a significantly amended onset date. The claimant need to appeal the approval if they wanted to pursue all of their potential benefits.
3. The portal doesn’t include all the necessary information—if you overly rely upon the portal, you risk not communicating with SSA.
The SSA says the portal will show your filing date, servicing office, scheduled hearing (if any), etc. The SSA only says it will show about that much. So many steps in a disability application are not reflected in any meaningful way online, possibly including some documents that require response. You cannot assume the portal will always alert you. If you miss a request because you believed “the portal is doing everything,” your claim could be delayed or even denied.
4. You might tolerate unjust delays because the portal suggests that everything is okay.
The portal might tell you that your claim is “filed” or “in review,” but that doesn’t mean everything is hunky-dory. Since many claims face delays, missing evidence, or appeals, the portal status provides very little actionable insight. Relying on a superficially unchanged status could lull you into thinking nothing is required on your part, when in fact you may need to do something. It’s hard to know what to do, sometimes, but if you have a good attorney, they should handle things so you don't have to worry too much.
What you should do instead
- Keep detailed records of your application: dates filed, copies of everything submitted, notes of calls with SSA or DDS, names of people you talk to, etc.
- Call your local SSA field office or the relevant DDS office (or your attorney) if you haven’t heard anything meaningful for more than a couple months.
- Respond promptly to SSA and DDS requests for information.
- Keep Social Security (and your attorney, if you have one) updated on your contact information, especially your phone number and mailing address.
When Should You Check the Portal?
It might feel reassuring to check the portal. But the portal often lags, omits, or misrepresents disability claim processing. As explained above, if you watch the portal too closely, you risk delays, errors, and emotional distress.
That said, there are limited reasons to use the portal. Most notably, it can quickly provide your earnings history, which SSA is often slow to release otherwise. In general, check the portal if you’re looking for something specific—but don’t rely on it for vital claim information.
What You Can Check Instead
While you mostly will receive updates from the Social Security Administration through paper notices, there’s another way to follow claims: through Appointed Representative Services, authorized Social Security disability representatives have access to the Appeals and Appointed Representative Processing Services (AARPS) portal and the Electronic Records Express (ERE). The AARPS and ERE portals aren’t perfect, or complete, but they provide more reliable information than the my Social Security portal.
Unfortunately, only appointed representatives—attorneys, for the most part—have access to these portals. So you will need to check with your attorney for updates that might show on these portals.
Still, by far the most complete way to monitor steps in your claim: Watch your mailbox and read the letters that the Social Security Administration mails to you.
Disclaimer: The information provided in this blog is for general informational purposes only and does not constitute legal advice. Reading this blog does not create an attorney-client relationship. For advice specific to your situation, please contact Donoff & Lutz, LLC directly to speak with an attorney.
