EDD UI Online registration error with CAN# - system won't recognize SSN despite having award letter

This is a common UI Online registration issue that happens when there's a slight mismatch between what was entered on the paper application vs what's in the system. I had the exact same problem last year. The trick is you need to talk to an actual EDD tech support person, NOT the regular claims reps. Call 1-833-978-2511 right when they open at 8:00 AM and select the technical support option. When it asks for your SSN, just press # instead of entering anything, and it should transfer you to a queue for tech support. They can fix the account registration issue on their end by manually verifying your brother's identity and resetting the verification process.

sounds like ur brother has a ID verification problem. when i filed last yr they sent me sum letter saying i needed to do ID.me but i never got the link!!! had to use the chat feature on UI Online to get help. but wait u cant even login to get to the chat LOL. edd is a joke

I went through this exact nightmare last month. The phone system is deliberately designed to keep you from reaching anyone - it's beyond frustrating! Honestly, what worked for me after 3 weeks of trying was using Claimyr (claimyr.com). It's a service that basically calls EDD for you and gets you connected to a live rep. They have a video showing how it works: https://youtu.be/JmuwXR7HA10?si=TSwYbu_GOwYzt9km I was super skeptical at first, but it actually got me through to a technical specialist who fixed my account issues in about 10 minutes. My problem was very similar - had benefits before, system wouldn't let me register with my CAN#. Turned out there was a flag on my account from my previous claim that needed to be removed.

Based on what you've described, this is almost certainly a data mismatch issue between your brother's previous claim and his new one. The most common causes are: 1. Name mismatch (middle initial included on one application but not the other) 2. Address formatting differences 3. Birthdate entered differently 4. A previous account that was never properly closed The technical support team (not regular claims reps) need to merge his accounts or clear the old data. Unfortunately, the only reliable way to reach them is by phone. Try calling exactly at 8:00am and use option 1-2-4 in the menu system, then when prompted for SSN, enter # twice instead of a number. If that doesn't work, try the Contact Us form on the main EDD website (not UI Online) - sometimes they'll call you back within 5-7 days if you select technical issues.

Try registering on a different internet browser!!!!! I couldnt get UI Online to work on Chrome but it worked on Safari for some reason. Also make sure caps lock isnt on when entering CAN# and try without any dashes or spaces in SSN. The EDD systems are GARBAGE

this happnd to me 2. MAKE SURE he is NOT typing his name exactly as it appears on his award letter!!! EDD systems are so messed up that u have to match EXACTLY how ur name is in their system. if award letter says "Robert J Smith" dont put "Robert Smith" or "Bob Smith" when registering. i had to try like 5 different versions of my name b4 it worked

I've dealt with this issue many times as a former UI claimant and now I help others with their claims. Here's what's definitely happening: there's a conflict between your brother's previous UI account and the new one. The EDD system doesn't handle returning claimants well, especially if there were any changes in personal information. You need to specifically request a "TECHNICAL ACCOUNT RESET" when you get through to someone. Regular claim reps don't have access to do this - you need either technical support or a Tier 2 specialist. The automated phone system issue is because his account is in this weird limbo state. One workaround I've found that sometimes works: have him go to the password recovery page rather than the registration page, enter his SSN and personal info, then click "forgot password." Sometimes the system will recognize returning claimants this way and let them reset access. Worth a try while pursuing the phone options others suggested.

Update: My brother FINALLY got this resolved! For anyone with similar issues, here's what worked: He used the password recovery trick mentioned above, which didn't fix it completely but did get him to a different error message. Then he called the technical support line (1-833-978-2511) using the 1-2-4 menu sequence at exactly 8:00am, pressed # when asked for SSN, and actually got through to a person after about 45 minutes on hold. The agent confirmed there was a conflict with his old account from 2021 and did a technical account reset. He had to wait 48 hours, but then was able to register successfully! Thank you all for your suggestions - this community saved his sanity!

So glad to see this got resolved! I'm dealing with a similar issue right now where the system won't recognize my CAN# even though I have the award letter. This thread is incredibly helpful - I had no idea about the technical account reset or that there was a difference between regular claims reps and technical support. Going to try the password recovery trick first and then call using the 1-2-4 sequence tomorrow morning. It's ridiculous that we need to jump through all these hoops, but at least there's a solution. Thanks everyone for sharing your experiences and specific steps!

I went through this exact same nightmare about 6 months ago! The CAN# registration issue is incredibly common for people who had previous claims. What finally worked for me was discovering that the system sometimes gets confused if you're entering information during peak hours when servers are overloaded. I had to try registering at like 2am when fewer people were online - suddenly it worked perfectly with the exact same information I'd been entering for weeks! Also, make sure your brother is using the EXACT spelling of his name as it appears on his Social Security card, not his driver's license or award letter. Sometimes there are tiny differences (like Jr. vs Junior) that cause the system to reject everything. If the off-hours registration doesn't work, definitely follow the technical support advice others gave - but try the 2am trick first since it's way less stressful than dealing with phone queues!

This thread is incredibly helpful! I'm bookmarking it for future reference. It's amazing how many different solutions people have found for what seems like the same core issue - EDD's system not recognizing returning claimants properly. The combination of technical account resets, off-peak hour registration attempts, exact name formatting, and different browser testing gives people multiple approaches to try. What really stands out to me is how this is clearly a systemic problem that EDD should have fixed by now, but instead we're all sharing workarounds in community forums. At least now there's a comprehensive guide here for anyone else who runs into this nightmare! The fact that @Anna Stewart's brother finally got it resolved gives me hope that persistence really does pay off with these issues.

I'm dealing with this exact same issue right now! My sister filed her claim weeks ago, has her award letter with the CAN#, even got her first payment, but absolutely cannot register for UI Online. Every time she enters her information it says "does not match our records" which is insane since she obviously filed successfully. What's even more frustrating is that she needs to update her address and can't do it without online access. I've tried calling with her multiple times but we just get stuck in the automated system that doesn't recognize her info. This thread is a goldmine of solutions - going to try the password recovery trick first, then the 2am registration attempt, and if those don't work we'll use the 1-2-4 phone menu sequence at 8am sharp. It's ridiculous that EDD makes this so complicated, but I'm grateful for everyone sharing their workarounds. Will definitely update if we find success!

This is such a comprehensive thread with so many helpful solutions! I'm currently helping my neighbor with this exact same issue - he has his CAN# from the award letter but can't register for UI Online. The system keeps saying his information doesn't match even though he clearly filed successfully and received payments. We've been going in circles for days trying to reach someone at EDD. I'm going to have him try the strategies mentioned here in order: first the password recovery trick, then attempting registration at 2am when servers are less loaded, making sure to use his exact Social Security card name formatting, and if those don't work, calling the technical support line at 1-833-978-2511 using the 1-2-4 menu sequence right at 8am and pressing # when prompted for SSN. It's incredible that we need all these workarounds for such a basic function, but I'm so grateful everyone has shared what actually works! Will definitely report back with results.