UI Online Claimant Concerns – FAQs 

  1. Why is the wait time so long on the phones?
    We apologize for the wait time.  Our goal is to provide the best customer service possible both on the phone and online.  We appreciate your patience during this transition. Think about in your personal life when you get a new computer or smart phone, it takes some time to get used to the new technology.  We are all learning together. UI Online is available from 5 am -10 pm every day, so if you don’t want to wait on hold, you can log into UI Online account and perform most actions through website.
  2. Why can’t the system be open for business 24-7?  
    Our system needs a few hours each night in order to process the claims from that day.  During that time, the system is unavailable.   UI Online is available from 5 am - 10 pm every day.
  3. Why won’t you take paper applications/claims?
    You must apply for benefits using UI Online or calling the DUA claims center in order to ensure accuracy and efficiency.    
  4. Why is the system only available in English?
    We hope to have UI Online available in both Spanish and Portuguese in the near future.  In the meantime, if you are not comfortable navigating the system in English, the same services are available to through the call center as before.  Just call 617-626-6800 and you can speak with a representative in your preferred language or be connected to an interpreter on the phone.
  5. Is it safe to enter my social security number?
    Yes- UI Online is a secure system and it is safe to enter your social security number and other personal identifying information.
  6. What if I don’t have a computer?
    You can access UI Online from any computer with internet access.  If you don’t have a computer at home, you can go to a One Stop Career Center or public library to access your account.
  7. What if I don’t want to apply for benefits online?
    You still have access to the same services through DUA TeleClaim and TeleCert as before.  You will not be required to set up an online account.  However, if you are interested, our Call Center staff will be more than happy to assist you with UI Online.
  8. I signed up for direct deposit, why did I get a debit card?
    Because of the transition to UI Online, some claimants might get a debit card even though they signed up for direct deposit.  If you signed up for direct deposit and still received a debit card, this is ok.  Please check the card balance (which should be $0) and your bank account balance.    If you properly signed up for direct deposit and your benefits were deposited into your bank account, you can dispose of the debit card (as it will not have any money on it.)  You can always change your method of payment by logging into your UI Online account or by calling the DUA Call Center.
  9. Why can’t Career Center Staff help me apply for benefits anymore?
    Staff at the One Stop Career Centers throughout Massachusetts are available to help you navigate UI Online.  Even with the system transition, staff will help answer all questions about your initial claim for benefits or any weekly requests.  Staff will no longer complete the application for you but are fully available to help you learn the new process.  You can always apply for benefits by logging on to UI Online or by calling the DUA call center at 617-626-6800 to speak with a DUA staff member.
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