Frequently Asked Questions
about Teleserve or Certifying Online
The top Teleserve questions is:
I forgot to contact Teleserve this week. How can I receive my weekly benefits?
In order to collet weekly benefits, claimants are required to certify each week that they have been able, available for and actively seeking work, either by calling Teleserve during designated hours
, or by certifying online
. If you did not certify for payment for last week, you must re-file your claim. You may re-file online by clicking here
or by calling the call center at 243-9100. For faster service the department recommends re-filing online. You cannot use teleserve to re-file your claim.
on each question to show the answer.
What is Teleserve? Is there another way to certify for payment?
Teleserve Automated Payment System allows you to request
your weekly unemployment insurance benefit payments using
a touch-tone telephone. Or you can certify for payment using our new Internet application which can be accessed at https://teleserve.dlt.ri.gov once you've created a Personal Identification Number (PIN) using the Teleserve phone system. These payment services are used by anyone
receiving unemployment benefits and claiming benefits for
the prior week.
should use this service?
receiving unemployment benefits and claiming benefits for
the prior week. To use this service you MUST:
- Use a touch-tone telephone
- Select a 4 digit Personal Identification Number,
called a PIN. This must be done over the phone.
- The TeleServe phone payment line is operational from 12:01 a.m. Sunday morning to 5:30 a.m. Monday morning. It is also operational Mondays and Tuesdays between 3:00 p.m. and 5:00 p.m. and from 9:00 p.m. to 5:30 a.m. Wednesdays between noon and 5:00 p.m. and 9:00 p.m. to 5:30 a.m. Thursdays and Fridays between 1:00 p.m. and 5:00 p.m. and 9:00 p.m. to 5:30 a.m. The TeleServe online payment system is operational all day Sunday, as well as weekdays from 7:00 a.m. to 6:30 p.m. and from 9:00 p.m. to 5:30 a.m. at: https://teleserve.dlt.ri.gov. Neither system (phone or internet) is available Monday-Friday from 5:30 a.m. to 7:00 a.m. and 6:30 p.m. to 9:00 p.m. due to daily system processing.
- Meet all other eligibility requirements.
How does it work?
- The first time
you call Teleserve, you need to establish a 4 digit Personal
Identification Number (PIN). Establishing a PIN must be done over the telephone. Before you call, choose four
numbers between 0 and 9 that you will remember. This number
is important, as it will be used each time you call Teleserve or use the online system.
Your PIN is good for the duration of this claim only. Each
time you file a new claim you will be required to establish
a new PIN. When
you call or log on each week, you will enter your:
- Social Security number
- 2-digit Benefit Year Ending Code (BYE) of your claim
- 4-digit PIN
You will be asked if you are
claiming benefits for the prior week. You can use
Teleserve to claim benefits for the prior week or you can go online to https://teleserve.dlt.ri.gov. You will
then be asked to answer several eligibility questions. If you've called into Teleserve, you
must wait until the end of each question to answer yes or
no. Press 1 for a YES answer and 2 for a NO answer.
A complete listing of the questions is located below in question 6.
When requesting payment by phone, if any eligibility issues
are raised by your answers, Teleserve will verify your answer
once. If there is still an eligibility issue you may be
switched to a claims representative, or asked to contact
the call center during business hours. If advised to contact the UISC,
please do so during regular business hours. If you answer a question incorrectly over the internet, you will receive an error message and will have to start over.
Representatives are available on Monday,
Tuesday, and Thursday from 8:00 a.m. to 3:00 p.m., Fridays from 9:00 a.m.
to 3:00 p.m. and Wednesdays from 8:00 a.m. to noon. The UISC telephone number is (401) 243-9100
or, if you are an out-of-state resident, toll free at 1-866-557-0001.
SAFEGUARDING YOUR PIN:
Your PIN has the same legal authority that your signature
has on a paper document. DO NOT give your PIN to anyone.
If you believe someone knows your PIN, or if you forget
your PIN, notify the UISC immediately at 401-243-9100. A
DLT customer service representative will void your PIN to
allow you to establish a new PIN by phone. DLT personnel
are only authorized to void your PIN; they cannot view or
access your PIN.
Can I always claim benefits by phone or over the web?
you need to mail your payment form if; you have returned to
full time work; you are collecting benefits from a special
program, such as Workshare, TRA, or ATAA; or you need to claim
benefits for any week other than the prior week.
What if Teleserve or the internet application tells me to contact the call center?
call center is open from 8:00 a.m. to 4:00 p.m. Monday through Thursday
and 9:00 a.m. to 3:00 p.m. on Friday. The call center number is (401)
What are the weekly questions to certify for payment?
verification of personal information is completed, you will
be asked the following payment questions. The questions relate
to the prior week, from the previous Sunday through Saturday.
If you've called Teleserve, you must wait until the end of each question to answer yes
or no. Press 1 for a YES answer and 2 for a NO answer. The exact same questions are asked on the internet system.
- Are you claiming benefits for the week ending _________?
(Prior week will be cited.)
- Were you able and available for full time work last week?
- Did you look for full time work last week?
- Did you return to full time work last week?
- Did you refuse any work offered to you last week?
- Did you work part-time, earn or receive any vacation pay,
bonus pay, or wages for last week? If yes, did you work less
than full time? If yes, please enter your total gross earnings
before tax deductions for the prior week, including overtime,
bonus, tips and commissions. Enter the dollar and cents amount
followed by the pound sign (#). If you received an even dollar
amount, use zeroes for the cents followed by the pound sign
(#). You do not have to have your paystub to call for payment. You
can calculate your gross earnings by multiplying your hourly
rate by the number of hours you worked for that calendar week. For
unemployment purposes, a calendar week is Sunday through Saturday.
- Did you apply for or receive any Social Security or private
pension for last week?
- Did you apply for or receive any Workers’ Compensation,
TDI, sick pay, or disability pay for last week?
I am working Part-time. One week, my employer did not have
work for me. What do I do?
you have been collecting partial unemployment benefits and
you become totally unemployed during a following week or do
not earn any wages, you must call 401-243-9100 or, if you
are an out-of-state resident, call 1-866-557-0001 to refile
your claim as a total lack of work for that week. You must
call within 7 days of the last day you worked part-time. You
may also refile using the internet at www.dlt.ri.gov/ui. You
must refile your claim BEFORE you can call Teleserve or access the internet application for
Can I always claim benefits by using Teleserve or by certifying online?
you will not claim benefits using Teleserve or the Internet application if you are collecting
benefits from a special program, such as Workshare, TRA, ATAA
or if you need to claim benefits for any week other than the
prior week. If you returned to full time work, you would
no longer need to certify to request a payment. Please mail
the return to work form sent to you when you initially filed
for benefits as you may be entitled to a partial or lag payment,
depending upon your return-to-work date.
What if my address changed?
must contact the UISC during regular business hours at 401-243-9100
or, if you are an out-of-state resident, call toll free at
1-866-557-0001 to change your address BEFORE you call to claim
What if my Banking Information has changed?
- You must contact the
UISC at 401-243-9100 or, if you are an out-of-state resident,
call toll free at 1-866-557-0001 to change your bank information
BEFORE you call to claim your payment.
After I call, how long will it be before I receive a payment?
is transferred to your direct deposit account or Electronic
Payment Card (EPC) within 48 hours after you request a payment. Should
a bank holiday occur during a week, your payment may take
up to 72 hours to appear in your bank account or on your EPC