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 log in through a portal called UI Online, which is where you file weekly claims, check payment status, and update your account information.
To log in, you will need your Social Security number and the password you created when you first registered. If you have not yet created an account, you will need to register before you can log in — this takes about 10 minutes and requires your Social Security number, date of birth, and an email address you can access.
The login page is separate from the main DUA website. Once you are on mass.gov/dua, look for the link labeled "UI Online" or "File a Claim" — this takes you to the actual login screen where you enter your credentials.
Key Takeaways
- Log in to UI Online at mass.gov/dua using your Social Security number and password; this is where you file weekly claims and check payment status.
- If you do not remember your password, use the "Forgot Password" link on the login page to reset it — you will receive a reset link by email within a few minutes.
- You must file your weekly claim every week on the day assigned to you, or your benefits will not be paid that week.
- If you cannot log in after resetting your password, contact DUA by phone at 877-626-6800 (Monday through Friday, 8:30 a.m. to 4:30 p.m.) or through the online chat on their website.
Resetting your password if you are locked out
Click the "Forgot Password" link on the UI Online login page. You will be asked to enter your Social Security number and the email address associated with your account. Massachusetts will send a password reset link to that email address — check your inbox and spam folder, as the email sometimes lands in spam.
The reset link is valid for 24 hours. Click it, create a new password (it must be at least 8 characters and include at least one number and one uppercase letter), and log back in. If you do not receive the email within 10 minutes, wait a few more minutes before requesting another reset, as the system sometimes delays.
If you do not remember the email address you used to register, or if you never received a reset email after waiting 15 minutes, you will need to contact DUA directly. Call 877-626-6800 during business hours or use the online chat feature on mass.gov/dua.
What to do if you cannot access your account
If you have reset your password and still cannot log in, the problem is usually one of three things: your browser is not accepting cookies, you are using the wrong Social Security number format, or your account has been temporarily locked after too many failed login attempts.
Try logging in using a different web browser (Chrome, Firefox, Safari, or Edge) or clearing your browser's cookies and cache. If you are entering your Social Security number, make sure you are typing it without dashes — the system accepts it as nine digits only (for example, 123456789, not 123-45-6789).
If your account is locked after multiple failed attempts, you cannot unlock it yourself. Contact DUA at 877-626-6800 or use the online chat. Have your Social Security number and date of birth ready. DUA staff can unlock your account in a few minutes, and you will then be able to log in again.
Filing your weekly claim after you log in
Once you are logged into UI Online, you will see your weekly claim filing schedule — Massachusetts assigns you a specific day of the week to file based on your last name. You must file your claim on your assigned day, or your benefits will not be paid that week.
When you file, you will answer questions about whether you worked, earned any money, or had any reason you could not work that week. Answer honestly and completely. If you worked even a few hours, you must report it — DUA cross-checks this information with employer records and wage reports.
After you submit your weekly claim, you will see a confirmation number on the screen. Write it down or take a screenshot. Your claim is then processed, and payment is usually issued within 24 to 48 hours if everything is correct.
Checking your payment status and account details
After you log in, the main dashboard shows your claim status, the amount of your weekly benefit, and your remaining balance. You can also see a history of all claims you have filed and all payments you have received.
If a payment shows as "pending" instead of "paid," it usually means the claim is still being processed — this normally takes one business day. If a payment is marked "held" or "under review," DUA is investigating something about that week's claim, and you may receive a notice in the mail asking for more information.
You can also update your contact information, mailing address, and direct deposit details through UI Online. If you change your address or phone number, update it in your account right away so you do not miss any notices from DUA.
Troubleshooting common login problems
Caps Lock is on: Passwords are case-sensitive. Make sure Caps Lock is off before you type your password. Many login failures are straightforward due to this.
You are using a public or shared computer: If you log in on a computer that other people use, always log out completely when you are done. Do not stay logged in. If you think someone else may have accessed your account, change your password when ready and contact DUA.
Your account was created a long time ago and you have not logged in recently: Very old accounts sometimes require a password reset even if you remember your original password. Use the "Forgot Password" link and create a new one.
You are getting an error message that says "Invalid credentials": This means either your Social Security number or password is wrong. Double-check both. Remember: Social Security number should be nine digits with no dashes, and passwords are case-sensitive.
Contacting DUA if you need help
Massachusetts Department of Unemployment information has several ways to reach them. The main phone line is 877-626-6800, open Monday through Friday, 8:30 a.m. to 4:30 p.m. Eastern time. Call times are usually longest on Mondays and Tuesdays.
You can also use the online chat feature on mass.gov/dua. The chat is available during the same hours as the phone line. Have your Social Security number ready when you contact them.
If you need to report a problem with your account or a missing payment, you can also submit a written inquiry through the DUA website. Written inquiries usually take longer to answer than phone or chat, so use the phone or chat if your issue is urgent.
Frequently Asked Questions
What if I forgot my Social Security number?
You cannot log in without your Social Security number — it is the primary identifier for your account. If you do not know your number, contact the Social Security Administration at 1-800-772-1213 or visit your local Social Security office. Once you have your number, you can reset your password and log in.
Can I log in on my phone?
Yes. UI Online works on mobile browsers, though the layout is smaller. You can file your weekly claim, check your balance, and update your information from a phone. Use the same login credentials (Social Security number and password) as you would on a computer.
How long does it take to create a new account if I have never filed before?
Registration takes about 10 minutes. You will need your Social Security number, date of birth, and an email address. After you register, you can log in when ready and file your first claim. Your account is active right away.
What if I see someone else's name or information in my account?
Contact DUA when ready at 877-626-6800. This may indicate fraud or identity theft. Do not log out — stay on the phone with DUA while they investigate. They can freeze your account and help you find it.
Can I change my password whenever I want?
Yes. Once you are logged in, look for "Account Settings" or "Change Password" in the menu. You can change your password at any time. Make sure your new password is at least 8 characters, includes at least one number and one uppercase letter, and is something only you know.