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Pandemic Unemployment Assistance (PUA) Frequently Asked Questions

I received a Determination of Overpayment.  What does this mean?

When a claim is filed for benefits the Department of Economic Security Unemployment Insurance Administration has questions about the claim, it will conduct a fact-finding interview through an assigned Deputy to obtain information from the claimant and/or employer to determine eligibility. Based on the facts of the case and application of the state and federal laws, rules, and regulations, if benefits have been paid and you are later found not eligible, the department issues a Determination of Deputy on the facts surrounding the existence of an overpayment and the cause such as fraud, non-fraud, or administrative.  This decision will result in a subsequent Determination of Overpayment. 

How do I request an Appeal?

An appeal may be filed:

  • Online

Go to uiappeals.azdes.gov. You should leave the initial Social Security number and PIN fields blank. You will give your Social Security number and an explanation of why you believe this determination is wrong later in the process

  • By Telephone

Call (877) 600-2722 (toll free), (602) 364-2722 (Phoenix), or (520) 791-2722 (Tucson). Be prepared to speak with a DES representative about why you believe this determination is wrong.

  • By Fax or by Mail

Fill out the Request for Reconsideration/Appeal (form UIB-0126A-FF) which can be downloaded from www.azui.com (click How to File an Appeal, then Filing an Appeal). Attach a copy of this determination. You or your authorized representative must sign the form. Your appeal must include your name and Social Security number on every page. Submit the signed form and this determination as follows: 

Fax: (888) 417-3639 (toll free) or (602) 362-5391 (Phoenix)

Mailing address:
Department of Economic Security
Unemployment Insurance Administration
ATTN: PUA Processing / MD 5895
P.O. Box 29225
Phoenix, AZ 85038-9225

How do I repay my overpayment?

Repayment of your Pandemic Unemployment Assistance Benefit Overpayment can be made through the DES Office of Accounts Receivable and Collections (OARC).

Please note that it is important that you wait 21-days from the date on the determination before contacting OARC.  

The following payment options are available:

  • Make a Payment Online

You can use the DES Online Payment System to make a payment.
Items you will need to pay online:
A valid credit card (Visa, MasterCard, Discover or American Express)
Your DES Account Number (the ten-digit number shown on your billing statement)

  • Pay by Phone

1 (844) 722-6247 or (602) 252-0024 - press Option #1

  • Pay by Mail

Make the check or money order payable to the Department of Economic Security and mail to the address shown at the top of the Determination of Overpayment. To ensure proper credit, you must include your Social Security Number and current mailing address with your payment.

Can I set up a payment plan?

Yes, If you wish to make payment arrangements, please contact the DES Office of Accounts Receivable and Collections (OARC) at (602) 252-0024 or toll free for those outside the Phoenix area at 1 (800) 236-1475. Please wait 21-days from the date of your determination before contacting OARC.

How do I request a waiver?

Even though you are liable to repay the overpayment, you  may request a waiver of repayment or reduction of all or part of an administrative overpayment. If your request is approved, DES will waive all or a portion of your overpayment, and you will not be required to repay that amount.
A waiver request may be filed:

By Mail
Benefit Payment Control Unit
PO Box 6123 Mail Drop 58N1
Phoenix, AZ 85005 - 6123

By Fax
Phoenix: (602) 612-8705 or (888) 305-1348
Tucson: (520) 770-3357 or (520) 770-3358

By Email
[email protected]

A request for a waiver must contain your Social Security Number, the reason you feel you should not or cannot repay the overpayment, and your signature. Please provide your correct mailing address and telephone number so that we may contact you promptly if we need additional information to make a decision about the waiver of recoupment.

Upon receipt of a waiver request, the department will send a Confidential Financial Statement (UB092A) form, which can also be found online at azui.gov, under "Forms and Pamphlets". When you submit the completed financial statement; the department will make a determination on whether repayment of benefits would be against equity and good conscience. If the request for waiver is granted, you will be notified in writing. If the waiver request is denied, a written determination of denial will be issued. You may appeal this denial (See “Appeal Rights” section, above). If there is a change in your circumstance, you may submit a new request for a repayment or reduction waiver and the waiver process begins again.

I have a question about the overpayment amount and/or classification.

Questions regarding the overpayment amount may be directed to Benefit Payment Control Unit at, (602) 364-4300.

Questions regarding the overpayment classification and/or the original disqualifying determination may be directed to the UI Call Center at:

Toll Free: 1 (877) 600-2722
Phoenix: (602) 364-2722
Tucson: (520) 791-2722
Telecommunications Relay Service for the Deaf/Hard of Hearing: 711 Toll-Free

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 79 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. Weekly certifications can be made via the PUA portal at pua.azdes.gov. Federal law requires that claims filed after December 27, 2020 can be backdated no earlier than the benefit week ending December 6, 2020.

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 79 weeks of benefits for eligible individuals during the Pandemic Assistance Period. For each week you file a PUA claim, you must be unemployed as  a direct result of one of the COVID-19 reasons stated in Section 2012 of the CARES Act. The Pandemic Assistance Period lasts from February 2, 2020 to September 4, 2021.

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 September 4, 2021. In general, you can file for a total of up to 79 weeks of benefits. Weekly claims can be made via the PUA portal at pua.azdes.gov. Federal law requires that claims filed after December 27, 2020 can be backdated no earlier than the benefit week ending December 6, 2020.

Do I need to reapply if I have already exhausted my PUA? 

No. PUA claimants who have exhausted their benefits do not need to reapply. However, any claimant who has had a break in filing for more than two weeks must file a reopen before filing additional weekly certifications or receiving additional benefits. PUA claimants who need to reopen their claims can log into their portal and click “Start an unemployment claim,” and they will be directed on next steps from there.

Why did I receive an email or notice telling me that I need to upload proof of employment if I’ve already done that?

DES sent reminders to upload proof of employment, self-employment, or the planned commencement of either of these to all claimants who received a payment of PUA on or after December 27, 2020. The notices included the caveat that if a claimant had already uploaded documents, nothing additional was needed. The documentation is required in order to receive PUA benefits beginning with benefit week ending January 2, 2021.

How can I check if my documents have been uploaded?

You can check to see if your documents have been successfully uploaded by logging into the PUA portal and selecting “View My Documents.” If you are able to see your documents in the “Documents'' section of the portal, DES has access to review them. If DES needs any additional information after reviewing your documents, you will be notified.

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