Welcome to UI Online – your fast, convenient, and secure way to certify for continuing unemployment
benefits and manage your Unemployment Insurance claim.
In this video, we’ll show you how to ask a question using your UI Online account.
Now, with UI Online, you can get general information about Unemployment Insurance and even ask
specific questions about your claim if needed, all through your secure account.
UI Online allows you to ask questions and receive your answers from the EDD in a more
convenient and secure way. In order to get more information about UI
using UI Online, you first need to register in Benefit Programs Online and create a UI
Online account. If you haven't created an account yet, please
view our other instructional video, "UI Online: Overview and Registration," which will assist
you in creating your Benefit Programs Online and UI Online accounts.
After creating your account, log in, and then select the “Contact Us” link at the top
of the page. In the General Information section, you can
explore various topics and receive general information.
Try to choose a category and topic that most closely relates to the question that you have.
This will help prevent delays in getting you the assistance you need.
For example, if you wanted to know how to file a new claim, you would first select the
"Claim Questions" option from the Question Category drop-down menu.
You'll then be able to select from a list of subtopics, that are all related to the
"Claim Questions" option you chose above. For this example, you would then select, "How
do I File a New Claim?" For certain topics, you won’t even have
to send a question. Instead, an informational message will display, providing you with the
help you need, right away. And in some cases, you'll also be provided
with some helpful links, to help assist you even further.
This way, you get the answers you need quickly, without having to wait for a representative
to get back to you. For other questions, like those where the
EDD has to review your claim, or if the information provided still doesn’t answer your question,
you’ll be able to type in a specific question and provide any additional information that
the EDD might need in order to assist you. For example, let’s say you submitted your
certification over 10 days ago, and still haven't received your payment. In this case,
you’ll select the "Payments" Question Category, and then the "Where is my Payment?" Question
Topic. Take a few moments to read the informational
message since it may answer your question. At any time, you can also select the Claim
History tab at the top of the page to view the current statuses of all the claim certifications
you've submitted. If the informational message still doesn't
answer your question, go ahead and type in your question. Also try to provide any additional
details you think might help the EDD answer your question, such as which weeks of payment
you've been waiting for. Make sure that the e-mail address shown is
correct. It will be used to inform you that your answer is pending. If you need to change
your e-mail address, click the "Contact Information" link to be taken to another screen, where
you'll be able to update your e-mail address. When you’re ready to send your question,
select the “Submit” button. Please also keep in mind that although you
can ask as many questions as you need to, you're only allowed to ask up to two questions
per day. The Question Submission Confirmation page
appears, letting you know that the EDD has received your question.
Allow up to five days during peak periods for a response.
When your question's answered, you'll receive an alert message in your personal e-mail account,
letting you know that you have a new message waiting for you in your UI Online Inbox.
This message will be the answer to your question. It'll include both your original question
as well as the EDD's response. We hope you have found this video helpful
on how to send a question to the EDD using your UI Online account.
Additional information about this topic is available on our EDD website.
We also invite you to view our other instructional videos that are available to learn more about
the many different benefits and conveniences of UI Online.