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Guide to the New Unemployment Services System

If you receive unemployment insurance benefits, or you are an employer in Massachusetts, you'll need to prepare for the upcoming launch of a new online unemployment insurance system. The good news? You'll be able to manage your unemployment claim easier and on-the-go.

Starting May 6, 2025, the Department of Unemployment Assistance (DUA) is launching a new online system that will make it easier for individuals to apply for and manage unemployment benefits—and for employers and third-party administrators to manage tax accounts and benefit claims.

This guide will help you prepare for the transition, understand what’s changing, and know what steps to take now.

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DUA’s online services, including UI Online, will be unavailable from Thursday, May 1 at 5:00 PM EDT until Tuesday, May 6 at 8:00 AM EDT. You will not be able to access your account or request weekly benefits.

For Claimants (People Applying for or Receiving Benefits)

What’s Changing

DUA is replacing the current UI Online system with Unemployment Services for Workers. The new system is:

  • Easier to use on desktop or mobile
  • Available in English and Spanish (Español)
  • Designed to give you more self-service options so you don’t need to call for help

What You Can Do Now

  • Create or update your MyMassGov account
  • Confirm your contact info in UI Online before May 1, 2025
  • Download important letters from your UI Online account

Access & Support

  • You’ll log in using MyMassGov
  • Training videos and guides will be available on DUA's website
  • Digital assistant "Terry" can answer common questions within the Unemployment Services for Workers system
  • Call center agents will be available to help you through the transition.
Claimant instructions and FAQs 

For Employers & Third-Party Administrators (TPAs)

What’s Changing

The Unemployment Services for Employers portal will be upgraded and become the single system for:

  • Managing your tax account
  • Responding to claims
  • Viewing correspondence
  • Managing appeals

No more switching between two systems.

What You Can Do Now

  • Log in to Unemployment Services for Employers and confirm your contact info
  • Make sure all staff have unique email logins (no shared accounts are allowed)
  • Download important documents from UI Online
  • Starting May 6, you must respond to claims online—no more mailed fact-finding requests
Employer/TPA instructions and FAQs 

Timeline

DateWhat’s Happening
Now–May 1Prepare for the transition by updating your info and creating accounts
May 1 at 5 PMUI Online goes offline
May 6 at 8 AMNew systems launch for workers and employers

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