So most everything's being done through the mail to get a replacement card you need to submit an application which is called an ss5 printed from online at ssa.gov and your ID in the mail if you don't want to send in your physical ID you need to get a medical record that is signed and dated by your doctor's office and send that in with the application
When we went there were two security guards and they wouldn't let us in unless we had an appointment. Then as we were walking away they asked if we just needed to replace a card or is it something complicated. For me I had a more complicated issue. So I had to make an appointment. But if you just need a card replacement, they might let you in.
I know everything is appointment only at this time. So short answer is, yes. It's difficult to get through on the toll free customer service number as well but be patient and keep trying. It's the only way!
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