EDD password reset stuck because I haven't received first payment yet

I'm totally stuck in this crazy EDD password reset loop and don't know what to do! Here's what happened: I filed my claim about 6 weeks ago and had to call in last week because nothing was happening with my payments. Finally got through to a rep who said she fixed whatever was holding things up and told me to keep certifying online. When I tried logging into UI Online yesterday, I couldn't remember my password (stupid me for not writing it down). So I clicked the reset password option and verified my email no problem. But then EDD asks these security questions including my SSN, DOB, and the amount of my FIRST PAYMENT. The problem is I HAVEN'T RECEIVED ANY PAYMENTS YET! So I tried putting in the weekly benefit amount from my award letter ($476) but the system rejected it. Then I tried $0.00 thinking maybe that would work since I haven't been paid, but nope! Now I'm stuck with the message saying to call EDD Tech Support. I've called about 35 times today and either get a busy signal or the recording saying they're at maximum capacity. Is there ANY way to reset my password without answering that payment question correctly? Or some other phone number I should be trying? I need to certify this Sunday and I'm panicking!

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18 comments

Ethan Taylor

•9M

Ugh, this happens way too often with EDD's system! The security question about your first payment amount is referring to the weekly benefit amount (WBA) on your award letter. But sometimes there's a glitch when people haven't received their first payment yet. Try these steps: 1. Clear your browser cache and cookies first 2. Try the password reset again, but this time enter your EXACT weekly benefit amount including cents (even if it's a round number, add .00) 3. If that doesn't work, try the amount after taxes if you opted for tax withholding (so 10% less than your WBA) If none of those work, there's actually a separate technical support line you should call: 1-855-327-7057. They deal specifically with account access issues rather than claim questions. Try calling right when they open at 8am.

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AstroAdventurer

•9M

I was in this exact situation last month and wasted days trying to get through to tech support. After spending hours calling and getting nowhere, I finally tried Claimyr (claimyr.com) and it actually worked. They have this system that calls EDD for you and gets you in the queue before connecting you. Saved me so much frustration. They have a video demo that shows how it works: https://youtu.be/JmuwXR7HA10?si=TSwYbu_GOwYzt9km Once I got through to tech support, they were able to override the system and help me reset my password without needing to answer that payment question. Took about 5 minutes once I actually got someone on the phone. Best of luck!

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Mei Lin

•9M

Hi there! Former EDD employee here. There's a workaround for this specific issue that might help you. The system is looking for the potential payment amount that would have been issued, not what you actually received. Try these specific steps: 1. For the first payment amount question, enter your weekly benefit amount MINUS any deductions. So if your WBA is $476 and you elected 10% federal tax withholding, try entering $428.40 2. If that doesn't work, try entering your MAXIMUM weekly benefit amount from your award letter (this might be different from your regular WBA if you had variable income) 3. For some claimants, the system is actually looking for the bi-weekly amount (two weeks combined), so try doubling your WBA Also, the tech support line opens at 8:00 AM, but the phone system actually starts accepting calls around 7:58 AM. If you call right at that time, you have a better chance of getting through before the queue fills up. If all else fails, you can visit an America's Job Center or EDD office in person - they can help with account access issues without needing to call tech support.

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Aisha Khan

•9M

YES! Finally got it fixed this morning! I tried clearing my cache and cookies first, but still got stuck at the security questions. I ended up calling the 1-855 technical support number right at 7:58am like someone suggested, and amazingly got through after only about 20 minutes on hold. The tech support person confirmed that the system was asking for my first potential payment amount, but since I hadn't been paid yet, there was nothing in their system to match against. They had to transfer me to a tier 2 specialist who manually reset my password and stayed on the phone while I logged in to make sure it worked. I'm now able to access my account and can see that my first two weeks are actually showing as "paid" now, just waiting for the money to hit my account! Thanks everyone for all your help!

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Adrian Hughes

•3M

So glad to hear you got it resolved! This is a really common issue that trips up a lot of people. For anyone else who finds this thread in the future - the key takeaway is that calling right at 7:58am really does make a huge difference. I've had to do this multiple times over the years and that early morning window is golden. Also worth noting that tier 2 specialists are the ones who can actually override these system glitches, so don't be afraid to ask for escalation if the first person you talk to says they can't help. The password reset loop when you haven't received payments yet is definitely a known system bug on their end. Congrats on getting your payments sorted out too - that feeling when you finally see "paid" status is amazing after weeks of stress!

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