Home Send a message through Frances Online

Send a message through Frances Online

On this page:

Step 1

Go to the Frances Online Claimant Portal

Screenshot of Frances Online log in page

Step 2

On the Home screen, select “I Want To…” to see more options.

Step 3

In the “Messages” panel, select “Send a Message.”

  • You can also select “View Messages” to see previous messages.

Step 4

Select the specific program your message is about.

  • For example, if you made a mistake on your weekly claim for unemployment benefits, choose “Regular Unemployment Insurance Benefits.”
  • The more detail you can provide, the faster we can respond.
  • If you’re not sure, you can select “This message doesn’t concern a specific account.”

Step 5

Select the specific time period your message is about.

  • For example, if you made a mistake on your weekly claim, choose the week you made the mistake.
  • If you’re not sure, you can select “This message doesn’t concern a specific period.”

Step 6

Select the specific issue your message is about.

  • For example, if you made a mistake on your weekly claim, select “Weekly Claim.”
  • Select “Appeal” to appeal a decision.
  • If you’re not sure, you can select “Other.”

Step 7

Write a detailed message about the issue.

  • Give us as much information as you can so we can respond appropriately.
  • You can attach copies of documents to provide more information.

Frequently Asked Questions

  • I sent a message in Frances Online or the Contact Us form, but no one has gotten back to me. What do I do?

    As we adjust to the new system, we are working to answer as many questions as quickly as we can. We normally respond within about a week, but currently it’s taking us longer. We can respond more quickly if you log into your Frances Online account and send a message from the Messages panel.  

    Please be patient and send only one message about an issue. Repeated messages about the same issue will slow down the process because we must review each message.  

    Keep in mind that when multiple messages are sent, OED may not respond to every message, especially in cases where the issue was already resolved (including through a phone call) by the time those messages were reviewed by staff. 

  • What if I make a mistake?

    Moving the Unemployment Insurance Program to Frances Online has meant making some changes to the way you can file for benefits.  

    Make sure to check the “Action Center” for questionnaires about your claim. We will send you questionnaires to complete if we find issues in your claim or need more information. Completing the questionnaires quickly and accurately will help us make decisions about your claim. After you complete the questionnaire, you don’t need to contact us.  

    If you think you made a mistake when applying for benefits or filing a weekly claim, you can send us a message through your Frances Online account. After you have logged in, select “I Want To…” from the home screen. Then look under the “Messages” panel and select “Send a Message.”  

    You can select what program and what week the message is about. The more specific you can be, the more quickly we can respond and work on the issue.