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UI identity verification instructions

Learn how to respond to an Identity Verification in UI Online.

Table of Contents

Identity verification

The Department of Unemployment Assistance (DUA) may ask claimants to verify their identity. Claimants will receive a questionnaire in their inbox. Claimants who are asked to verify their identity will need to closely follow the instructions on the fact-finding questionnaire, as inaccurate or incomplete information will significantly delay processing or result in an ineligible determination.

Below are step-by step instructions on how to respond to the questionnaire.

How do I know if I have an identity verification issue?

After logging into your account, you will see a notification on your portal home page that looks like the image below:

benefits overview screen

You will need to proceed to “My Inbox” to review and complete the pending Identity Verification Questionnaire prior to the Action Due Date. Click on the blue hyperlink Document ID to open the fact-finding document.

document ID link

 You will be presented with a detailed set of instructions regarding what documents are needed. The front and back of clear, legible, and unaltered copies of the documents below are required:

  • Proof of Social Security number such as back and front of your Social Security card.
  • Government issued identification such as a driver’s license, RMV issued identity card, military ID, passport, or any other identity card that was issued by a federal or state agency that has your name, photograph and date of birth. Massachusetts driver’s license or RMV issued identity card is preferred.
  • If you have recently moved, it is recommended that you provide current proof of address. An example may be in the form of a current utility, bank statement, or lease agreement.

In addition to providing supporting documentation, you must fully complete, certify, and submit the questionnaire.

certification screen

How do I provide my identification documentation?

The most efficient way to provide DUA your required documents is to upload them to the UI Online portal. PDF is the only acceptable file type. You can upload to a pending issue by following the 5 steps below:

1. Log in to your UI Online account.

2. Click on View and Maintain Account Information

3. Click on Monetary and Issue summary

4. Find the Identity verification issue under the “Determination of Eligibility” heading and click on the blue hyperlink Issue Identification Number on the left

id number screen

5. Click the Upload radio button and follow the required steps. 

upload link

 

choose file screen

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

Documents do not need to be uploaded in the same web session; however, all documents must be uploaded prior to the due date.

What will happen once I respond to the request for information?

There are 3 possible outcomes if you receive the request for information:

  • If you successfully upload the required documents and those documents prove your identity, you will be approved for benefits. 
  • If the documents are unsatisfactory, you will receive a determination denying your claim. You may appeal this decision within 10 days of the determination
  • If you do not respond, you will receive a determination denying your claim. You may appeal this decision within 10 days of the determination

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

If the uploads are not sufficient you will receive a determination letter stating that you are indefinitely ineligible.

Contact

Phone

Call Center (877) 626-6800

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

TeleCert Line (Automated system is operational*) (617) 626-6338

To request weekly benefits, daily 6 a.m.–10 p.m.

Payment Status Line (Automated System is operational*) (617) 626-6563

To check your claim or benefit payment status (*please do not transfer to an agent while in the system-this is not staffed at this time)

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