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FAQ: Troubleshooting our online system
If you're having trouble with your online account, including your password, we can help.
Your online account allows you to submit an application for Unemployment Insurance benefits and certify to receive weekly benefits. You can also view your claim status and account balance, make changes to your direct deposit account, update your address and phone number, and get form 1099-G so you can file your taxes.
You can request a new PIN using our Claim Status application. You will need to have your Claimant Identification No. (Claimant ID) available. Your Claimant ID can be found on notices you have already received from the Division, including "Unemployment Insurance Instructions & Appointment Notice" or "Unemployment Insurance Appointment Notice
From the main Claim Status page, provide the required personal information and click "Enter." You will see your claim status displayed. Below "What does my UI claim status mean?" select the option labeled “How can I reset my PIN?” Enter your 9-digit Claimant Identification No. (Claimant ID) in the box. Enter a new 4-digit pin where instructed. NOTE: Please be sure to record your PIN and keep it safe. Click "Submit."
You will see a confirmation message that we have received your request to reset your PIN, but you can not use your new PIN until you receive an email confirmation from . If you submit your request after 7pm, please check your email after 11am the next morning.
To avoid delays, please do not submit multiple requests until after you have allowed enough time to receive your email confirmation.
Your username is the email address you used to file your claim. If you forgot your password, use the “Forgot Password?” option on the sign-in page. Instructions on how to reset your password will be sent to the email address we have on file. Keep in mind, you will be asked to answer your security questions exactly how you entered them when creating your account. This means you have to use exact spelling, dashes, and spaces.
If that doesn't help you, or if you forgot the answers to your security questions, submit a message through our new online form. Fill in first page of the form, and click "Next." Select “Trouble Creating an Account (Password Reset)" to submit a request to reset your password. After we review your request, we will email instructions so you can reset your password and/or security questions.
To update the information used to access your online account, click "Update Account" at the top of the dashboard after logging in. NOTE: Changing this profile information WILL NOT update contact information that's linked to any Unemployment Insurance application or claim. To do that, use the links in the "Access your unemployment claim" section of the dashboard.
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Online Unemployment Benefits Services
TWC’s online Unemployment Benefits Service is available 24 hours a day, seven days a week at ui.texasworkforce.org.
User ID & Password
You need a TWC Internet User ID and password to use Unemployment Benefits Services.
- If you already have a User ID for another TWC Internet application, such as WorkInTexas.com, log on with that User ID and password. You will then need to enter your Social Security Number and Tele-Serv Personal Identification Number (PIN) to complete the set up.
- If you do not have a User ID for a TWC Internet application, Select Sign up for User ID from the Quick Links menu on the Logon page. You will then need to enter your Social Security Number and Tele-Serv PIN to complete the set up.
See Logon Options at Unemployment Benefits Services.
Password Security
Your User ID and password protect your identity and privacy. No one can submit a payment request or get your claim information online without using your personal User ID and password.
Your password has the same legal authority as your signature on a paper document. Do not give your password to anyone, even to a family member or a TWC employee. You are responsible for any payment request made with your User ID and password.
Forgotten Password or User ID
If you forget your password or User ID, the Logon page has quick links for you to retrieve your User ID or reset your password.
To reset your password, you will need to answer security questions that you set up when you created your User ID. Keep your answers to the security questions private, just like your password.
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Tele-Serv Automated Phone Service
Our Tele-Serv automated telephone system is available at 800-558-8321. Claim status and payment request options are available daily, 7:00 a.m. to 6:00 p.m. Central Time. General information is available anytime.
Your Tele-Serv PIN
Your Tele-Serv Personal Identification Number (PIN) is a four-digit number you create to verify your identity on Tele-Serv and for some online transactions. It protects your identity and privacy because no one can submit a payment request or get your claim information from Tele-Serv without using your PIN.
Your PIN has the same legal authority as your signature on a paper document. Do not give your PIN to anyone, even to a member of your family or a TWC employee. You are responsible for any payment request made using your Social Security number and PIN.
Resetting Your PIN
You can reset your PIN on Tele-Serv by providing personal information from your claim, such as:
- Date of birth
- Texas driver license or ID number
- Telephone number
- Amount of your last benefit payment
- Part of your bank/credit union account number
You must be able to provide the requested information to reset your PIN using Tele-Serv. If you are unable to provide it, you may either call back when you have the information or call a Tele-Center at 800-939-6631 to speak with a customer service representative.
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