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Pandemic Unemployment Assistance (PUA) Frequently Asked Questions

ID.me FAQs

What Is ID.me?

ID.me is a trusted technology partner of DES helping to keep your personal information safe. ID.me, a federally certified identity verification service, specializes in digital identity protection to help us make sure you are you -- and not someone pretending to be you -- before we continue processing your PUA claim.

ID.me online services are available 24 hours a day, and can be accessed on a computer, tablet or smartphone. You will need to have your driver’s license or state-issued identification and your Social Security number available to complete the ID verification. 

What If I Cannot Verify My Identity Through ID.me? 

You must verify your identity in order to continue filing weekly certifications. If you cannot verify your identity with ID.me, you must follow the instructions provided in the PUA portal. The Department strongly recommends you use the ID.me service to verify your identity. 

Why Do I Have to Verify My Identity in Order to Receive PUA Benefits? 

The Department has partnered with ID.me to protect taxpayer dollars from criminals and ensure Arizonans in need can access benefits in a timely manner. By implementing this requirement, DES can separate eligible claimants from fraudulent claimants. This will speed up the processing of legitimate claims and ensure eligible individuals receive timely payments.  

How Do I Verify My Identity Using ID.me? 

For the initial PUA application, complete the ID.me verification process by clicking “File a PUA Claim” on the pua.azdes.gov website, and then using the following steps to verify through ID.me when prompted: 

  • Step 1- Sign in/Create Account
  • Step 2 - Secure your account by entering your phone number
  • Step 3 - Verify your identity using one of the options provided 
  • Answer questions about your credit history
  • Upload photos of your license or state ID
  • Upload a photo of your passport, or 
  • Upload photos of your passport card 
  • AND answer the customized questions in the ID.me system
  • Step 4 - Authorize ID.me to send verification information to DES

When filing a weekly certification on continued claims, complete the ID.me verification process using the following steps: 

  • Step 1 - Click on “File Your Weekly Certification to Continue Your Claim”
  • Step 2 - Once clicked, it will take you to the Identity Verification page in the PUA portal, which will provide you additional information about using the ID.me service
  • Step 3 - Click on the blue link to begin the process
  • Follow the same steps under the initial application section above for completing the ID.me process
  • Once you have been verified, you will receive a pop-up alert that says, “Your Identity was verified.  Please press ‘OK’ to continue.”  Click the ‘OK’ button.
  • You will now be able to proceed with filing your weekly certification as you would have in weeks past

What to Do If I Need Help with ID.me?

If you are having technical issues completing your ID.me verification, visit http://help.id.me/. Support is available 24 hours a day, seven days a week.

How Do I Know If I Have Successfully Verified My Identity on ID.me?

If you have successfully verified your identity using ID.me, you will see the message, “Congratulations you have completed your identity verification” in the ID.me application, and DES will be notified that your identity was confirmed. If you were not able to successfully verify your identity, you will see a notification stating that you could not be verified, prompting you to attempt again using the other verification options that ID.me has available. The last option to verify your identity through ID.me is through a live recorded video call with ID.me "Trusted Referee.” For questions about ID.me, please visit ID.me’s help page at https://help.id.me/.   

Will I Have to Keep Verifying My Identity Through ID.me?

No. If you have already successfully verified your identity with ID.me, you will not need to re-verify your identity to continue filing for PUA benefits in future weeks. 

What does it mean if my PUA application shows “Unresolved Issues?”

If your PUA application shows that you have “unresolved issues,” it means that our team needs to review your application to finalize your eligibility for benefits, and we may reach out to get additional information from you if necessary.

Do I have to file weekly PUA certifications to keep receiving benefits?

Yes. You must file certifications each week through pua.azdes.gov for as long as you continue to claim eligibility for benefits, up to 39 weeks of total benefits.

Will I be able to collect PUA benefits if I have already gone back to work?

If you have gone back to work, you may still be eligible to receive PUA benefits for previous weeks in which you met the eligibility criteria. To receive benefits for those weeks, you must submit weekly certifications for each week you were unemployed as a direct result of COVID-19 since February 2, 2020. Weekly certifications can be made via the PUA portal at pua.azdes.gov.

Who qualifies for PUA?

PUA provides benefits to individuals who:

  • are determined to be monetarily ineligible for regular unemployment benefits,
  • have exhausted all rights to regular unemployment benefits,
  • are self-employed,
  • are seeking part-time employment,
  • lack sufficient work history, or
  • otherwise do not qualify for regular unemployment compensation or extended benefits under state or Federal law or Pandemic Unemployment Emergency Compensation (PEUC).

Eligible individuals may continue receiving PUA benefits without returning to work if one of the below criteria (from the CARES Act) applies:

  • The individual has been diagnosed with COVID-19 or is experiencing symptoms of COVID-19 and is seeking a medical diagnosis;
  • A member of the individual’s household has been diagnosed with COVID-19;
  • The individual is providing care for a family member or a member of the individual’s household who has been diagnosed with COVID-19;
  • A child or other person in the household for which the individual has primary caregiving responsibility is unable to attend school or another facility that is closed as a direct result of the COVID-19 public health emergency and such school or facility care is required for the individual to work;
  • The individual is unable to reach the place of employment because of a quarantine imposed as a direct result of the COVID-19 public health emergency;
  • The individual is unable to reach the place of employment because the individual has been advised by a health care provider to self-quarantine due to concerns related to COVID-19;
  • The individual was scheduled to commence employment and does not have a job or is unable to reach the job as a direct result of the COVID-19 public health emergency;
  • The individual has become the breadwinner or major support for a household because the head of the household has died as a direct result of COVID-19;
  • The individual has to quit his or her job as a direct result of COVID-19;
  • The individual’s place of employment is closed as a direct result of the COVID-19 public health emergency; and/or
  • The individual meets any additional criteria established by the Secretary of Labor. In UIPL 16-20, the Secretary indicated that independent contractors (including gig workers) with a reportable income may also qualify for PUA if he or she is unemployed, partially unemployed, or the COVID-19 public health emergency has severely limited his/her ability to continue performing his/her customary work activities.

For state unemployment insurance, individuals may continue to receive benefits if they have good cause not to return to an employer, which can include pandemic-related situations. This is determined on a case-by-case basis.

Does PTO (“Paid Time Off”) count as income?

Yes. Income that needs to be reported includes, but is not limited to:

  • Payment Protection Program earnings
  • Holiday pay
  • Vacation pay
  • Severance pay
  • Tips

Do pensions/annuities affect my benefits?

If you are receiving pensions and annuities that would be deductible from regular UI benefits under Arizona UI Law, they will be deductible from weekly PUA in the same manner. Examples of the most common deductible pensions and annuities include:

  • State and local government pensions
  • Federal Civil Service pensions
  • Military retirement pensions

If you become eligible for an additional pension or annuity, or should the amount of the current pension or annuity change, this new amount must be reported immediately. 

How long can I receive benefits?

In general, PUA provides up to 39 weeks of benefits for eligible individuals during the Pandemic Assistance Period. For each week you file a PUA claim, your reason for being unemployed must be because of a direct result of the COVID-19 public health emergency. The Pandemic Assistance Period lasts from February 2, 2020 to December 26, 2020.

Can I apply/am I eligible if I’m a minor?

Eligibility is determined on a case-by-case basis. Individuals under the age of 18 years may be eligible for Pandemic Unemployment Assistance (PUA) as long as they meet the eligibility criteria in federal law. Individuals who believe they are eligible for PUA benefits are encouraged to apply.

Why would I be disqualified for benefits?

You may be disqualified or your PUA benefit may be terminated if you:

  • Return to full-time employment;
    • You are not disqualified for PUA if you are working part-time. Your weekly benefit amount will be affected, however.
  • Returned to your pre-pandemic self-employment status;
  • Refused, without good cause, to accept suitable employment
  • Refused, without good cause, to accept a referral to suitable employment by the agency; or
  • Were determined unemployed due to reasons other than a direct result of the pandemic.

What if I’m denied PUA benefits?

If you are denied PUA, a written determination will be issued to you explaining the determination for your PUA benefits. If you disagree with the determination, you may file an appeal within 15 days from the date the determination is mailed to you. 

You may file your appeal:

By Fax: 602-364-1210 or 520-770-3358
By Phone: Toll-Free: 1 (877) 600-2722

By Mail:
AZ DES Unemployment Insurance Program
P.O. Box 29225, Mail Drop 5895, 
Phoenix, AZ 85038

Online: https://uiappeals.azdes.gov/

The appeal must include your name, SSN, a copy of the determination (if possible), a statement that you want to file an appeal from this determination, and the reason(s) for your appeal. The appeal must be received by close of business on the last day to appeal.

I’m approved for PUA. Now what do I need to do?

You will need to file weekly claims for each week you were or remain unemployed as a direct result of COVID-19 between February 2, 2020, and December 26, 2020. In general, you can file for a total of up to 39 weeks of benefits. Weekly claims can be made via the PUA portal at pua.azdes.gov.
 

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