TWC claiming I'm 'ineligible' after ID verification request - no way to submit payment request

Same thing happened to me in January! They're requiring ID verification for almost everyone now, but their system doesn't tell you upfront. You need to call and specifically request an ID verification interview. They won't process those documents you uploaded without scheduling you for the interview first. I waited 4 days after uploading my documents before figuring this out. Once I got the interview scheduled (which took another week of calling), they cleared my eligibility within 24 hours after the interview. Keep requesting payment even if it says you're ineligible - you'll get backpay once they verify you.

theyve bcome so much worse since covid. my neighbor works at twc (not in claims) says they're understaffed by like 40% but management wont hire more ppl. system is designed to make u quit trying tbh

I just went through this EXACT same thing last month and it was INFURIATING!! They sent me the ineligible notice with no warning and no way to fix it! I spent TWO WEEKS trying to get through on the phone with no luck. I ended up having to physically go to a Workforce Center (the one in Round Rock) and even then had to wait 3 hours to talk to someone. They told me that the online portal for document uploads is BROKEN and has been for months!!! They don't tell anyone though! The lady there helped push my verification through and I was approved 3 days later. TWC is deliberately making this process difficult because their numbers look better when people give up. It's criminal!!!

I can clarify a few things about this process from my experience helping others with TWC claims: 1) The ID verification requirement is now standard for most new claims 2) The system generates an "ineligible" determination automatically when verification is needed 3) Once you upload documents, you should continue requesting payment on your scheduled day (even though it will say you're ineligible) 4) When your identity is verified, the system will retroactively approve those payment requests 5) The portal DOES work, but documents can take 7-14 business days to process unless you specifically get an agent to flag your account The fastest way to resolve this is definitely speaking with a TWC agent directly. They can verify receipt of your documents and expedite the verification process when you explain your situation.

I got caught in this exact ID verification loop back in February. Spent literally 43 hours trying to get through to TWC on the phone over two weeks. What a nightmare! I finally found this service called Claimyr that got me connected to a TWC agent in about 20 minutes instead of waiting on hold forever. Cost me a bit but totally worth it after all that frustration. They have a demo video that shows how it works: https://youtu.be/V-IMvH88P1U?si=kNxmh025COIlIzKh Once I actually spoke with someone, they told me my documents WERE received but were sitting in a queue waiting for review. The agent manually flagged my account for expedited verification and I was approved 2 days later. Without that call I might still be waiting! Their website is claimyr.com if you're desperate like I was.

Not sure if this helps but my sister had the same issue last month. She kept having trouble with the callback form too. She said what finally worked was submitting the callback request exactly at 7:00am (not a minute before or after). Something about their system refreshing right at 7. She got a call back that same day. Just passing along what worked for her!

This verification issue is just the beginning of their games. I went through similar in January, finally got verified after 3 weeks, then they hit me with "additional information needed for your work separation" which took ANOTHER 2 weeks to resolve. The whole time my status showed ineligible. But I kept requesting payment like clockwork every two weeks. When I finally got approved, all my back payments came through at once (about $2500). So don't give up! This is exactly how they weed people out of the system. They figure if you really need the money, you'll jump through all their ridiculous hoops.

Here's a specific tip: When you finally do reach someone, ask them to transfer you to the Identity Verification department directly. Regular agents often can't help much with ID issues, but they CAN transfer you internally to the right department. I learned this after wasting my first call with a general agent who couldn't do anything for me. Also, check your correspondence inbox twice daily. Sometimes they send requests for additional verification documents with very short deadlines (like 48 hours) and if you miss that window, you have to start the process over again.

Just a quick update on recent TWC procedures: As of May 2025, they've implemented a new Identity Verification Queue that's separate from regular processing. If you call and get through to an agent, specifically ask them to check if your documents are in the "ID Verification Special Processing Queue" and request they add an expedite flag to your claim. This new queue was created to address the backlog of verifications, but many agents don't mention it unless specifically asked. It can reduce your wait time from 2-3 weeks down to 2-3 days if they place your documents in this queue.

I'm dealing with this exact same situation right now! Filed about 2 weeks ago and got hit with the "ineligible" determination yesterday. Like you, I had no idea what documents they needed until I got that letter. It's so frustrating that they don't tell you upfront what the ID verification process involves. I uploaded my driver's license and a utility bill this morning, but after reading all these comments I'm realizing I probably need to be more proactive about getting on the phone with them. The fact that the document portal might be broken or just sits in an unmonitored queue is really concerning. Going to try the 7:00am callback request tip tomorrow and see if I can get through. Thanks everyone for sharing your experiences - at least now I know to keep requesting payments even though it says I'm ineligible. This whole system feels deliberately designed to make people give up, but I'm not going to let them win!