This page, New PUA identity verification instructions, is part of
This page, New PUA identity verification instructions, is offered by

New PUA identity verification instructions

The Pandemic Unemployment Assistance (PUA) identity verification process has been revised. Learn how to verify your identity, and if your claim has been denied due to identity issues, learn how to respond and fix the issue.

Table of Contents

Identity verification

The Department of Unemployment Assistance (DUA) has revised the fact-finding instructions to make the identity verification process easier. Some claimants who have already been denied for identity verification issues will be receiving a link to allow them to correct issues on their claims, and possibly get benefits without having to attend a hearing.

New claimants for PUA will receive the new fact-finding instructions. Claimants who are asked to verify their identity will need to closely follow the instructions on the fact-finding document, as inaccurate or incomplete information will significantly delay processing.

What will claimants receive regarding getting a second chance to fix their identity issues denial?

DUA is providing an additional opportunity for PUA claimants who have appealed a denial of a claim due to an identity issue to submit identity documents. Those claimants will receive a communication to their email account indicating that their “Pandemic Unemployment Claim # A00-000-0xxx-xxxx needs immediate attention.”

That email will look like the image below. The fourth line of the email will ask for specific documentation in most cases. The line that says “Document(s) provided could not be read (illegible, blurry, not in color, etc.). Please re-submit all of the documents you previously submitted to validate your ID and make sure documents are in color, clear and complete for DUA review” is an example of one of 15 reasons that will help you to understand why we are asking for a re-submission of your documents:

email text

If you follow the instructions in the email by logging into your account, you will see a notification on your portal home page that looks like the image below:

notification text

When you follow the link for “Respond to Fact Finding” above, you will first be advised of your rights as shown below:

notification text

After you check the check-box and click on “Next,” you are presented with introductory instructions explaining why we are asking for the information, the due date, and that you must upload all information at one time.

notification text

When you click on “Next,” you will be presented with a detailed set of instructions regarding what documents are needed and the form and format of what is acceptable as shown below:

notification text

Once you have uploaded all the information identified in the screen above and hit “Submit,” you will not be able to go back and add more documents.  You will then be presented with a confirmation note and reference number confirming you have provided the information.

notification text

When uploading documents what file types are acceptable?

File types that you can upload include:

  • bmp
  • csv
  • docdocmdocx
  • dot, dotx, dotm
  • gif, jpe, jpg
  • msg, ods, odt
  • pdf, png, rtf, tiff
  • txt, wps, xls, xlsb, xlsx, xlt, xltm, xml, xps  

If you try to enter a file type other than one of those mentioned above, you will receive a message telling you so.

Do I need to upload all identity verification documents at once?

You can take your time uploading documents but you must enter the documents all during the same web session.  Once you enter “Submit” on the screen shown above, you are locked out from any further uploads. The instructions let you know this.

Please note that if you are being asked to submit additional information, you have 5 business days in which to respond.

If I make a mistake uploading documents, can I revisit the same link to correct it?

You can “clear” the fact finding by closing the screen if you have not yet hit “Submit.” You cannot revisit the link once you hit “Submit”. If you need assistance re-opening the link after hitting “Submit,” you should call an agent for assistance.

What will happen once I respond to the request for new uploads?

There are three possible outcomes if you receive the request for additional fact-finding:

  • If you do nothing, your current appeal will remain in appeal status, and you simply need to wait for the appeal to be scheduled.
  • If you successfully upload the required documents and those documents prove your identity, you will be approved for benefits, and the appeal will be dismissed. 
  • If the new documents are still unsatisfactory, you will receive a redetermination denying the claim. The existing appeal will be dismissed, and you will be required to appeal the redetermination.

Will I receive confirmation my identify verification uploads were received?

Yes. You will receive confirmation on screen that your identity verification fact-finding response has been submitted. Additionally, you will receive a reference number confirming your upload.

If my identity verification uploads are not sufficient, how will this be communicated?

If the new uploads are not sufficient you will receive a redetermination letter which also gives you new appeal rights.

How long will it take for a redetermination to be issued?

It may take up to two weeks from the day that you submit your documents for a redetermination to be issued.

Contact

Phone

Call Center (877) 626-6800

Open 8:30 a.m.–4:30 p.m., Monday–Friday, 8 a.m–12 p.m. Saturday. Multilingual call agents are available.

Online

To access PUA application online: Log in as a claimant 
Feedback