Where to reach the Massachusetts Department of Unemployment information

The Massachusetts Department of Unemployment information (DUA) is the state agency that processes unemployment claims and handles ongoing account questions. You can reach them through their website at mass.gov/unemployment, by phone at 877-626-6800, or by mail at the address listed on their correspondence with you.

The phone line is open Monday through Friday, 8:30 a.m. to 4:30 p.m. Eastern Time. Wait times are typically longest on Mondays and Tuesdays. If you call after hours, you can leave a message and a representative will return your call within one business day, though this is not may provide during periods of high volume.

The DUA website is where you will file your initial claim, certify weekly or biweekly (depending on your claim type), upload documents, and check the status of payments. You will need to create an account with a username and password to access your claim information online.

Key Takeaways

  • The Massachusetts Department of Unemployment information handles all unemployment claims and is reached by phone at 877-626-6800, Monday through Friday, 8:30 a.m. to 4:30 p.m. Eastern Time.
  • Most tasks — filing a claim, certifying weeks, uploading documents — are completed online through your account at mass.gov/unemployment rather than by phone.
  • The DUA will contact you by mail or email if they need additional information to process your claim, and you typically have 10 days to respond.
  • If you disagree with a decision to deny or reduce your benefits, you have the right to request a hearing before a hearing officer, and the DUA will provide instructions on how to do this.

What you need before you call or visit the website

Have your Social Security number, driver's license or state ID number, and your most recent pay stub or W-2 ready. If you are calling about an existing claim, also have your claim number, which appears on any correspondence from the DUA.

If you are calling about a specific issue — a missing payment, a question about a document you submitted, or a notice you received — have that document in front of you. Representatives can move faster when you can read them specific information rather than describing a problem in general terms.

If you are calling from outside Massachusetts, the number is still 877-626-6800. International calls will be charged at your carrier's international rate.

Common reasons to contact the DUA directly

Contact the office if you have not received a payment you were expecting, if you received a notice saying your claim was denied or reduced, if the DUA is asking you to submit documents or information, or if your circumstances have changed (you returned to work, moved, or changed your phone number).

You should also contact them if you were told you owe money back to the state, if you disagree with a information letter, or if you need to report that you are no longer able to work or are leaving the state. Do not wait to report changes — delays can affect your payments or result in overpayments you will be asked to repay.

If you received a notice about fraud or misrepresentation, contact the DUA when ready. These cases move quickly and responding promptly is important to your case.

How to upload documents to your DUA account

Log into your account at mass.gov/unemployment and look for a section labeled "Documents" or "Upload Documents." The system will show you what documents the DUA is requesting and the important date for submission. Click the upload button, select the file from your computer, and submit.

Accepted file types are typically PDF, JPG, PNG, and Word documents. File size limits are usually 10 MB per document. Take clear photos of documents if you do not have a scanner — make sure all text is readable and no corners are cut off.

After you upload, you will receive a confirmation message. Keep a record of what you submitted and when. If the DUA does not acknowledge receipt within a few business days, call to confirm they have the file.

What happens if the DUA denies your claim or reduces your benefits

You will receive a written notice explaining the reason for the decision. Read this notice carefully — it will tell you exactly why the DUA made this decision and what information they used to make it.

You have the right to request a hearing before a hearing officer to challenge the decision. The notice will include instructions on how to request a hearing and a important date (usually 10 days from the date of the notice). Submit your request in writing by mail, email, or through the online portal, depending on what the notice says.

At the hearing, you can present documents, explain your situation, and answer questions from the hearing officer. You can bring a representative or attorney if you wish. The hearing officer will make a new decision based on what they hear, and you will receive a written decision in the mail.

Overpayments and what you owe back to the state

If the DUA determines you received benefits you were not may have access to to, they will send you a notice saying you owe money back. This can happen if you did not report income, if you were working while collecting benefits without reporting it, or if there was an error in how your claim was processed.

The notice will explain how much you owe and why. You have options: you can repay the full amount, request a payment plan, or request a hearing to challenge whether you actually owe the money. If you believe the overpayment was the DUA's error, say so in writing when you respond.

If you do not respond or make arrangements to repay, the DUA can offset future unemployment payments, tax refunds, or other state payments to collect what you owe. This is called "offset" or "intercept."

Getting help from a legal aid or advocacy organization

If you are struggling to understand a notice, disagree with a decision, or need help preparing for a hearing, free legal help is available. Community Legal Aid and the Massachusetts Law Reform Institute both offer free information to people with low income who have unemployment questions.

You can also contact your state representative or senator's office — they have constituent services staff who can sometimes help push a case forward or explain what is happening with your claim. Find your representative at mass.gov/findmyrepresentative.

Some local libraries and community centers offer free help filling out forms or understanding government correspondence. Call your local library to ask if they have this service.

Frequently Asked Questions

How long does it take to get a decision on my claim?

Initial claims typically take two to three weeks to process if all required documents are submitted. If the DUA needs more information, the clock pauses until you provide it. During periods of very high volume, processing can take longer.

Can I speak to a person on the phone, or do I have to use the website?

You can call 877-626-6800 to speak with a representative, but many tasks are faster online. The website is available 24/7, while phone lines have limited hours. For straightforward questions, the website or FAQ section may get you an answer faster than waiting on hold.

What if I moved and the DUA is sending mail to my old address?

Log into your account online and update your address in the "Account Settings" or "Personal Information" section. You can also call to report the change. Make sure the DUA has your current email address too, since they send important notices by email.

Do I have to certify my claim every week?

Certification requirements depend on your claim type. Most people certify weekly or biweekly. The DUA will tell you when you file your claim. You will receive a reminder when certification is due, and you can certify online through your account.

What if I think the DUA made an error on my claim?

Call 877-626-6800 and explain the error. If they agree there was a mistake, they can correct it and reprocess your claim. If you disagree with their response, you can request a hearing. Keep records of all your communications with the DUA.