Retention Date: 09/29/2025
A. Purpose
This emergency message serves as an update of the eSignature/Upload Documents process and identifies the customer-initiated submission process beginning March 29, 2025.
B. Background and Current Process
On July 8, 2023, the Social Security Administration (SSA) launched eSignature/Upload Documents to allow first party customers to upload, electronically sign (when a signature is required), and submit certain forms and evidence to SSA from their personal desktop and mobile devices.
Until March 29, 2025, the process required technician initiation, where the technician must first generate a task requesting a document (i.e., a form and/or evidence) via the Technician Experience Dashboard (TED). That customer would then receive a technician-generated email and/or text message containing a web link to access Upload Documents and complete the document request(s).
Note: the following forms are not available for customer-initiated submission but are available via technician-initiated submission via TED: SSA-1, SSA-2, SSA-8, SSA-10, SSA-8000, SSA-8001, HA-520.
C. NEW! eSignature/Upload Documents Customer-Initiated Submission Option
Effective with this release, a new customer-initiated option is available allowing customers to electronically submit certain forms to SSA without technician initiation. Customers can access Upload Documents through their my Social Security account or via a deep link on the SSA.gov webpage (Upload Documents is behind my Social Security in both instances). This self-service approach empowers customers to initiate document uploads as soon as they recognize a need, eliminating delays caused by waiting for technician outreach.
Note: The March release will allow customer-initiated submissions of forms only. Evidence will be added in a future release.
D. eSignature/Upload Documents Customer-Initiated Submission Process Instructions
1. Authentication When Using a my Social Security Account
Customers initiate the process by logging into their my Social Security account using ID.me or login.gov.
2. Accessing Upload Documents via Card on my Social Security Workspace
Customers who do not use the deep link from SSA.gov will need to select the Upload Documents card on their Plan and Prepare Workspace screen within my Social Security to access Upload Documents (see Figure 1 below for an example of the card on the Plan and Prepare Workspace screen). Customers who select the card will be directed to the Search Forms page described in D.4 below, unless they have open requests, in which case they will be directed to the Open Requests page.
Customers can select the Upload Documents link (i.e., www.ssa.gov/updocs) on SSA.gov to access Upload Documents. After selecting the link, the customer must authenticate using ID.me or Login.gov. After authenticating, customers are redirected to one of two potential landing pages: the Open Requests page or the Search Forms page. Customers with an active Upload Documents request from a technician will be directed to the Open Requests page. Customers who do not have any active requests will be directed to the Search Forms page.
Upon reaching the Search Forms page, customers will be presented with a list of available forms for electronic submission. See Figure 2. The full list of forms and evidence available via Upload Documents can be found be in Upload Documents Technician Desktop Guide.
Figure 2 Document Selection for Customer-Initiated Submissions
5. Form Search Filters
The customer will see a search area where they can enter the form name, form number, or keyword. Also, customers can use the filters below to assist with form selection:
When a form can be submitted as either an upload or a webform, it will display two options: “Complete Online” (the customer will complete a webform) or “Upload” (the customer will upload a completed form).
6. Credential Step-Up Process
There are two credential levels affecting access within Upload Documents: Standard and Advanced. Standard credentials allow the customer to submit forms with less sensitive information that require a lower level of authentication. Advanced credentials allow customers to submit forms with more sensitive information that require a higher level of authentication. Customers with standard credentials who attempt to select a form requiring advanced credentials will be prompted to step up their account to an advanced credential. In Figure 2 shown above, Form SSA-827 shows “Upgrade Account Required” and has a link to “Upgrade Account.” Customers follow the on-screen prompts to step-up their credentials. Once completed, the customer returns to the Upload Documents application to continue with their submission.
Customers may upload a completed PDF version of an agency form or, for certain forms, complete a webform version of that form in Upload Documents. Customers will have an opportunity to review the document they uploaded or information they inputted on the "Review and Submit" page prior to submission. Customers can navigate back to previous screens and update any information or upload a different document by selecting the "Edit" option. Customers can preview a PDF version of their submission by selecting the "Document Preview" option. When submitting a form that requires a signature, customers will be presented with an Electronic Signature section, where customers review the signature statement and check the box to electronically sign the form. The customer is then prompted to electronically submit their document(s) securely. After submitting, the confirmation page displays a successful submission, and the customer can print the confirmation page for their records. A Medallia survey on the submission confirmation page is available for customers to provide their feedback about their user experience.
8. my Social Security Message Center Notifications
While the technician-initiated process directly sends text and email notifications after the customer has successfully submitted a document, the customer-initiated process will use my Social Security Message Center notifications. Customer-initiated submissions will automatically generate a receipt in Message Center. Customers will be presented with the option to receive notification of this receipt in Message Center via email and/or text message.
E. Technician Processing
Once the customer successfully submits their document(s), it will be routed to the field office associated with the customer’s mailing address zip code in Person Information. If the customer does not have a mailing address on file in Person Information, they will be prompted to enter their mailing address zip code before submission for the document to be routed to the appropriate field office. All documents submitted through Upload Documents will come into the field office via WorkTrack; however, they will need to be assigned to the appropriate technician for processing.
Note: The Upload Documents Forms and Evidence List is now available in the technician’s favorites folder in Microsoft Edge.
F. March 2025 Release – five new Static Webforms, one new Fillable PDF, and two new Evidence Types
G. References
GN 00301.015 Acceptance of Evidence
GN 00301.030 Acceptability of Documentary Evidence
GN 00301.286 Electronic Evidence Documentation and Retention
GN 01010.410 Failure to Submit Essential Evidence
GN 01070.325 Requesting Evidence/Documents
Upload Documents Technician Desktop Guide