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Get answers to frequently asked questions (FAQs) we receive about UI OnlineSM. We want to help you file for unemployment quickly and easily online.

General Information

What is UI Online?

UI Online is a fast, convenient, and secure way for Unemployment Insurance customers to access claim information, certify for benefits,* report work and wages, view detailed payment information, and manage their claims 24 hours a day, 7 days a week.

*Customers on Partial or Work Sharing claims are unable to certify for benefits or reopen an existing claim using UI Online at this time, but can access all other features of the system.

Can I use UI Online to file any type of unemployment claim online?

Yes, but there are some exceptions. Federal employees and former military service members cannot file online.

If you are filing for regular unemployment, you can use UI Online.

After you create your Benefit Programs Online account, you can start using UI Online when:

• You receive a Welcome email saying you’ve been registered. Then you can begin using UI Online immediately.
• You receive your EDD Customer Account Number in the mail. Once you have this, you can register for UI Online.

Registration

What is an EDD Customer Account Number?

The EDD Customer Account Number is a unique, 10-digit account number assigned by the Employment Development Department. Currently, this number is used on certain written correspondence and to register for UI Online. It does not replace your Social Security number.

When will I receive my EDD Customer Account Number?

All customers who file a new unemployment claim will receive an Employment Development Department Customer Account Number Notification (DE 5614) letter within 10 business days of filing.

If you have lost, misplaced, or never received your EDD Customer Account Number, contact the EDD:

• Online: Go to Ask EDD and select the category Unemployment Insurance Benefits, the subcategory UI Online (UIO), and the topic EDD Customer Account Number. Select Continue at the bottom of the page to begin the process of submitting your message.
• By Phone: Call 1-800-300-5616 from 8 a.m. to 5 p.m. (Pacific time), Monday through Friday.

Certify for Benefits

How do I certify for benefits using UI Online?

Log in to Benefit Programs Online and select UI Online to get started. Then select Certify for Benefits from the main menu. Most customers certify for continuing benefits two weeks at a time. If you have multiple weeks that need to be certified, you’ll start with the oldest week first. You can only certify for two weeks at a time regardless of the number of weeks available. You must answer all of the certification questions. They are the same questions as on the paper Continued Claim Form (DE 4581).

After you have provided a response to all questions, you will receive a confirmation number to indicate that your certification was properly submitted. Be sure to keep a record of your confirmation number. For more information, visit Certify for Benefits.

How do I report work, wages, and other income?

From the UI Online homepage, select Certify for Benefits. When certifying for benefits, respond, “Yes” to question six, “Did you work or earn any money, whether you were paid or not?” The system will prompt you to provide additional information about your earnings. For more information about reporting work and wages, visit Understanding the Certification Questions.

As soon as you begin working, be sure to notify us on your weekly certification in the week in which you worked. Do not wait until you receive your first paycheck to report wages. Wages must be reported for the week they were earned, not when paid.

Can I make changes to my certification after I have received a confirmation number?

Yes. After you submit your certification and receive a confirmation number, you can make changes by sending a question through the Contact Us page in your UI Online account. Select the category Certify for Continued Benefits and the topic Made a Mistake on Continued Benefits Certification. Be sure to specify the affected week(s) and provide a brief description of what happened along with the correct information.

Payment Information

How can I view my payment details?

To view detailed payment information, including how the payment calculated wages, overpayments, and voluntary federal tax withholding amounts, select the Payment Activity link from the main menu, then select Details for the desired week. If the Details link is not available for a specific week, no payment was made for that week. This can be a result of excessive earnings, a disqualification, or another eligibility issue.

Why do I have a "Pending" or "Not Paid" status?

The following are some reasons for a Pending or Not Paid status:

• Able and available to work – If you said you were not able or available to work when you certified, you may not be eligible for benefits that week. Even if you are not eligible for benefits one week, you still may be eligible other weeks, so you should continue to certify.
• Earnings – If you earned too much in a week, you may not be eligible for benefits that week. When certifying for regular unemployment benefits, you must report total earnings for the week you worked. The first $25 or 25% of your wages, whichever is more, will not be deducted from your benefit amount, but the rest will.
• Suitable work – If you said you refused any work when you certified, we must schedule a phone interview to ask why. We will also contact the employer that offered you the job. If you refused to return to your job or other suitable work without good cause, you may not be eligible for benefits. To learn more about good cause, refer to Returning to Work.

If we need to confirm your eligibility for unemployment, we will schedule a phone interview with you and may contact your employer. For more information, visit Claim Status: Pending Payment.

Contact Information and Personal Preferences

Reopen an Existing Claim to Resume Claiming Benefits

Appointments (In-Person Appointments and Phone Interviews)

Can I change a phone interview using UI Online?

Yes. However, changing your appointment to a later date could further delay the processing of your claim. To change a phone interview appointment, select Reschedule in the Appointments section of your UI Online homepage and follow the instructions. You will not be able to reschedule same-day appointments.

Why is my phone appointment no longer showing in UI Online?

We may have canceled your appointment because we confirmed your eligibility or resolved the issue before your interview. If your appointment has been canceled, it will no longer display in UI Online. Check UI Online for your current payment status.

Obtain Form 1099G Information

Customer Support and Online Help

Is online help available for UI Online?

We offer many online tools to help you with UI Online. These include fact sheets, instructional videos, and FAQs. Help text is available within UI Online by accessing the question mark (?) icon or selecting the Help link located in the upper-right-hand corner of each screen.

Error Messages and Technical Issues

Who can help me with technical issues in UI Online?

For technical help, including registration, password resets, EDD Account Numbers, and how to use UI OnlineSM, contact us at 1-833-978-2511 from 8 a.m. to 5 p.m. (Pacific time), Monday through Friday, except on state holidays.

Note: Representatives will not have access to your claim or payment information.

What does it mean when I receive an error message in my UI Online account?

If you receive an error message, make sure all information you entered is accurate, including your full name, date of birth, etc. Be sure to complete all required fields, which are marked with a red asterisk (*). You should also close your browser and try again. In some cases the error message may display an error code number and instructions on how to contact us.

You can also submit a question by using Ask EDD. Select the Unemployment Insurance Benefits category, then UI Online (UIO) subcategory, and the topic I Received an Error Message. Be sure to provide the error code number from the message so we can better assist you.

Why was I timed out of UI Online?

To protect your account, UI Online will automatically time out after 30 minutes of inactivity. However, five minutes before your session is scheduled to end, you will receive a warning message. The message will read: “Your current session with UI Online is about to expire. Select Yes to continue using UI Online. Select No to end your session, any unsaved data will be lost.” To avoid the timeout warning, select a button or link at least every 25 minutes.

Can I use any web browser to access UI Online?

Our online services are compatible with the latest versions of Google Chrome, Mozilla Firefox, and Internet Explorer. For the best experience, use the latest version of Chrome or Firefox.