New York (WRGB) — New Yorkers who rely on unemployment benefits will face a temporary shutdown of online and phone services this fall as the state begins a major overhaul of its decades-old claims system.
The New York State Department of Labor said it will start upgrading its unemployment insurance processing system, known as Unemployment Services, at 5 p.m. Monday, Nov. 2, 2026. The new platform will replace a 50-year-old system and is expected to take 9 to 12 days to bring fully online.
During the upgrade period, all online and phone-based unemployment insurance services will be unavailable. That means customers will not be able to file new claims, certify for weekly benefits, or access or update account information. The deadline to file a claim or certify before the shutdown is 5 p.m. Monday, Nov. 2, 2026.
The department said people should expect delays in payments during the transition. However, it said customers will receive all benefit payments they are entitled to once the upgrade is complete and they file or certify for benefits in the upgraded system.
Even while the system is offline, the department said customers should continue to complete and record work search activities. To remain eligible for unemployment insurance benefits, individuals must complete and record at least three work search activities each week. Career Centers will be available virtually by appointment during the upgrade period for job search assistance, with appointments made online. The department said it will notify customers when the upgraded system is available.
For businesses, the department said the Unemployment Services upgrade will not affect electronic filing for NYS-1 and NYS-45 through the New York State Department of Taxation and Finance. Businesses will continue to file NYS-1 and NYS-45 through Taxation and Finance once Unemployment Services is available.
Labor Commissioner Roberta Reardon called the change a major milestone for the agency.
An exciting new chapter begins for our agency with the launch of the Unemployment Services system, the largest system upgrade in the United States. This upgrade has been years in the making as we have worked hard to ensure that it delivers the results New Yorkers have been asking for and rightfully deserve. We are improving how we serve the public to make the process of filing a claim more straightforward, efficient, and user-friendly. This system will become a model for states across the nation, showing how, by embracing innovation, we can better deliver positive results for the people we serve across New York State.
The department said unemployment insurance benefits are a critical lifeline for eligible New Yorkers, but the current system has struggled to meet modern needs. It said the upgraded Unemployment Services system was designed using years of feedback from New Yorkers and is part of a broader plan to modernize customer-facing services.
Using an existing NY.gov login, most users will be able to complete the entire claims process online, including on smartphones. The department said that includes filing a claim, certifying for weekly benefits, and receiving updates and notifications about accounts, while maintaining strong personal information protection and fraud prevention measures.
The department said the upgraded system is designed to reduce delays by prompting customers to provide required information before filing. It also aims to improve access by allowing customers to view claim status, send and receive messages, and upload paperwork online, which the department said should reduce the need to call for assistance and shorten wait times for those who need to speak with a representative. The system is also designed to be compatible with assistive devices and technologies such as screen readers to improve access for New Yorkers with disabilities.