Where to log in and what you need

Massachusetts unemployment accounts are managed through the state's Department of Unemployment information (DUA) website at mass.gov/dua. You do not create a separate "Mass Gov" account — instead, you log in using your Social Security number and a password you set up when you first filed for benefits or when you last accessed your account online.

The login page is straightforward: you enter your nine-digit Social Security number (with or without dashes) and your password. If you have never logged in before, the system will prompt you to create a password during your first visit. If you have forgotten your password, there is a "Forgot Password?" link on the login page that will walk you through resetting it using your email address.

Once logged in, you can view your claim status, check payment history, report weekly earnings if you are working part-time, upload documents, and see any messages from DUA about your case. The system is available 24 hours a day, though DUA staff are available by phone only during business hours (Monday through Friday, 8:30 a.m. to 4:30 p.m.).

Key Takeaways

  • Log in at mass.gov/dua using your Social Security number and a password you created when you first filed.
  • If you have never logged in online before, you will be asked to create a password on your first visit.
  • Use the "Forgot Password?" link if you need to reset your password — you will receive a reset link by email.
  • Your online account shows your claim status, payment history, and any messages from DUA about your case.
  • You can report weekly earnings and upload required documents through your account without calling.

Setting up your password for the first time

When you first try to log in with your Social Security number, the system will recognize that you have not yet created a password and will ask you to do so. You will be prompted to enter an email address where DUA can reach you if there are questions about your claim. This email address is also where password reset links will be sent if you forget your password later.

Your password must be at least eight characters long and include at least one uppercase letter, one lowercase letter, one number, and one special character (such as !, @, #, or $). Write down your password or store it in a password manager — DUA cannot retrieve it for you if you forget it, only send you a reset link.

After you create your password, you will be logged into your account when ready. You can then begin viewing your claim details and taking any actions DUA has asked you to complete, such as uploading documents or certifying your weekly claim.

What to do if you cannot log in

If you enter your Social Security number and password but the system says they do not match, first check that you are using the correct Social Security number (the one you provided on your original claim form). Social Security numbers can be entered with or without dashes, so try both formats if one does not work.

If you are certain your Social Security number is correct, use the "Forgot Password?" link to reset your password. You will be asked to enter your Social Security number and email address. DUA will send a password reset link to that email. Click the link, create a new password following the requirements above, and try logging in again.

If you do not receive a password reset email within a few minutes, check your spam or junk folder — sometimes legitimate emails end up there. If the reset link still does not arrive, or if you cannot remember the email address you used when you first set up your account, you will need to call DUA at 1-877-626-6800 during business hours (Monday through Friday, 8:30 a.m. to 4:30 p.m.). Have your Social Security number ready when you call.

Reporting weekly earnings and certifying your claim

If you are working part-time while receiving unemployment benefits, you must report your weekly earnings to DUA. You can do this through your online account without calling. Log in, look for the section labeled "Weekly Certification" or "Report Earnings," and enter the gross amount you earned that week (before taxes). DUA uses this information to calculate your weekly benefit amount — you may still receive a partial payment if your earnings are below a certain threshold.

You must certify your claim each week that you want to receive a payment. Certification means confirming that you are still unemployed (or partially unemployed if working part-time), that you are actively looking for work, and that you have reported all earnings accurately. The certification window usually opens on Sunday and closes on Friday of each week. If you miss the important date, you will not receive a payment for that week, though you may be able to certify late by calling DUA.

Some claims require you to certify online; others allow you to certify by phone. Your account will show you which method applies to your claim. If your account shows a message asking you to certify, do not delay — certify as soon as possible to avoid a gap in your payments.

Uploading documents and responding to DUA requests

DUA may ask you to upload documents to support your claim — for example, a separation notice from your employer, proof of job search activity, or documentation of a disqualifying issue. When DUA needs something from you, a message will appear in your online account. You can upload documents directly through the portal without printing, mailing, or emailing them.

To upload a document, log in to your account, find the message or request from DUA, and look for an "Upload" or "Attach Document" button. You can upload PDF files, images (JPG, PNG), or Word documents. Make sure the file is clear and readable — if DUA cannot read what you have submitted, they may deny your claim or ask you to resubmit.

Pay attention to any important date DUA gives you. If the message says you must respond by a certain date, respond before that date. If you miss the important date and do not respond, DUA may deny your claim or stop your payments. If you cannot meet the important date, call DUA before the important date passes and ask for an extension.

Checking your payment history and payment method

Your online account shows every payment DUA has sent you, including the date it was issued and the amount. You can also see which weeks you were paid for and which weeks are still pending. If you notice a payment is missing or the amount seems wrong, your account may also show a message explaining why — for example, if a week was disqualified because you did not certify on time.

Massachusetts sends unemployment payments by debit card (a prepaid card issued by a bank) or by direct deposit to your bank account. When you first filed for benefits, you chose one of these methods. You can view or change your payment method through your online account under "Payment Information" or "Account Settings." If you change your method, the change usually takes effect within one to two weeks.

If you chose the debit card option and have not received your card, or if your card is lost or damaged, you can request a replacement through your account or by calling DUA. There is no fee to replace a card.

Contacting DUA if you need help

DUA's main phone line is 1-877-626-6800. You can call Monday through Friday, 8:30 a.m. to 4:30 p.m. Eastern time. Call times are often long, especially early in the week and early in the morning, so consider calling mid-week or mid-afternoon if possible. Have your Social Security number ready when you call.

You can also send a message to DUA through your online account. Log in, look for a "Contact Us" or "Send a Message" option, and describe your question. DUA typically responds to messages within one to three business days, though during high-volume periods it may take longer.

If you have a question about a specific message or request in your account, the fastest way to get an answer is usually to respond directly to that message through the portal rather than calling or sending a general inquiry.

Frequently Asked Questions

Can I log in on my phone or tablet?

Yes. The mass.gov/dua website works on phones and tablets as well as computers. You use the same Social Security number and password to log in from any device. Your account information is the same regardless of which device you use.

What if I filed a claim but never received a confirmation email?

Check your spam or junk folder first. If you still cannot find it, log in to mass.gov/dua using your Social Security number. If your claim was received, you will be able to see it in your account even without a confirmation email. If you cannot log in, call DUA at 1-877-626-6800 to confirm your claim was filed.

Is my personal information safe on the DUA website?

The DUA website uses encryption to protect your information. Do not share your password with anyone, and do not log in on a public computer (like one at a library) unless you log out completely when you are done. If you think someone else has accessed your account, change your password when ready and call DUA.

Can I appeal a decision through my online account?

You can view decisions and messages from DUA in your account, but you cannot file an appeal through the portal. If you disagree with a decision (such as a denial or disqualification), you will see instructions in your account message about how to file an appeal. Usually you must file within 10 days of the decision. Follow the instructions in your account or call DUA for help.

What should I do if my password expires?

Massachusetts does not automatically expire passwords. Your password remains valid until you change it. If you have not logged in for a long time and the system does not recognize your password, use the "Forgot Password?" link to reset it, even if you remember the old one.