TWC identity fraud lock - can't login or reach a live agent

same thing happened to me last month! the fraud alert thing is happening to tons of people right now. i tried calling for like 2 weeks and never got thru. eventually i just drove to the local workforce office and they helped me fix it in person but took 3 hrs waiting

The identity verification issues are happening a lot due to increased fraud prevention measures. When your account gets flagged, you need to complete a new ID.me verification, but you can't do this through the regular TWC portal since you're locked out. Here's what you need to do: 1. Go directly to ID.me (not through TWC) 2. Create/login to your ID.me account 3. Complete the verification process with your documents (driver's license, passport, etc.) 4. Take screenshots of your completed verification 5. Email TWC at ui.ombudsman@twc.texas.gov with your claim info and screenshots 6. Include your name, last 4 of SSN, and claim ID in the email It still may take 5-7 business days for them to manually review and unlock your account, but this is the correct process to follow.

TWC IS THE WORST!!! been dealing with them for MONTHS and they always find some new way to mess up my benefits!!! first it was "missing work search" then it was "employer dispute" and now this ID stuff. the whole system is DESIGNED to make you give up!!!! they don't care about actually helping people!!!

I was in the exact same situation in February. The ID fraud lock is brutal because you can't do ANYTHING online. After trying for days to call, I finally used Claimyr (claimyr.com) to get through to a TWC agent. You basically pay them to wait on hold for you and then they call you when they have an agent on the line. Totally worth it to get the identity issue resolved in one day instead of weeks. They have a demo video too: https://youtu.be/V-IMvH88P1U?si=kNxmh025COIlIzKh The agent was able to tell me exactly what triggered the fraud alert (I had logged in from a new device) and helped me complete the verification while on the phone. Got my account unlocked the same day.

hey just btw you can still request payment by phone even when ur locked out of the online system! call 800-558-8321 and use the tele-serv system to request payment. just need your pin number. doesn't help with the fraud issue but at least u dont miss getting paid while waiting for them to fix it

The ID fraud issue is happening because TWC implemented a new security system in January 2025. When the system detects unusual login activity (new device, different IP address, multiple failed password attempts), it automatically flags the account. In addition to the excellent advice about using ID.me directly, you should also complete Form TWC-FV25 (Fraud Verification Declaration). You can download this from the TWC website even without logging in, and fax or mail it with copies of your identification documents. To expedite this process, you can also request an Identity Verification Interview by calling the TWC Telecenter. While it's difficult to get through, these interviews are specifically for resolving identity issues, so agents are instructed to prioritize these calls in the queue. Try calling right when they open at 7:00 AM for the best chance of getting through.

I always go to the office in person when I have any issues. Online systems break all the time and the phones never work. Been on unemployment 3 times in last 10 years and in-person is always faster than waiting for them to call back. Just bring your ID, social security card and TWC paperwork.

my cousin works at twc and she says they're SUPER understaffed right now which is why nobody can get thru on the phones. apparently they lost like 30% of their staff after budget cuts but claims went up by like 20% this year. system is totally overwhelmed. not helpful i know but explains why its so hard to reach anyone

Just wanted to follow up - if the ID.me verification and Form TWC-FV25 don't resolve your issue within 7 business days, you should also submit an official inquiry through your state representative's office. They have staff specifically dedicated to helping constituents with state agency issues like TWC problems. Many people don't realize this, but your state rep can often get issues resolved much faster than going through normal channels. Google "Texas state representative [your zip code]" to find your rep's contact info, then look for a "constituent services" link on their website.