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Video transcript

Password: Forgot it? Don't Guess - Reset!

Slide 1

[Background image: Picture of Carly, a Customer Service Representative]

[Narrator speaks]

Hi, I’m Carly, a Customer Service Representative for the Minnesota Unemployment Insurance Program.

In this video, I’ll explain how to reset your password if you’ve forgotten it.

If you forgot your password, or even if you think you forgot it, the best thing to do is reset it.

Slide 2

[Narrator speaks]

It’s tempting to keep trying passwords, but if you enter the wrong password too many times, your account will be locked.

Then you will have to contact Customer Service to verify your identity and obtain a new password. This will delay your ability to access your account.

So let’s look at how to reset your password when you’ve forgotten it, so you can avoid locking your account.

Slide 3

[Narrator speaks]

If you’ve forgotten your password, or you just want to change it, you can reset your password anytime from 6:00 A.M. to 6:00 P.M., Monday through Friday, either online or by phone.

Slide 4

[Background images: Screenshots of the home page, Applicant Landing page, and Applicant Self-Service System Login page are displayed as mentioned in narration.]

[Narrator speaks]

Let’s start by talking about how to reset your password online.

Anytime you need to access your account, it’s a good idea to start at, and click Applicants. Then, on the Applicant page, click “Log in to my Account.”

This will take you to the login page. When you get to the login page, use the right-hand box titled “Existing Applicants” to enter your Social Security number.

Then, instead of entering your password, click the box labeled “Forgot your password,” and click Login.

Slide 5

[Background images: Self-Service System Submit Personal Information page and Assign Password page]

[Narrator speaks]

After you click Login, you’ll be taken to a page that begins the password reset process.

You’ll be asked to re-enter your Social Security number and to enter a few other pieces of information that you provided when you first applied for benefits.

We’ll use this information to confirm your identity. You’ll also be asked to provide the answer to your security question, which you selected when you first applied for benefits.

If we can verify your identity, you’ll be asked to create a new password and select a security question. You can use the same security question and answer that you used before, or change them if you’d like.

To complete the process, click Submit. If for some reason we cannot verify your identity, please call Customer Service to get assistance.

Slide 6

[Narrator speaks]

After you submit your new password, you’ll see a confirmation page telling you that your password has been changed.

Click the Next button to return to your home page and access other features of your account.

Slide 7

[Narrator speaks]

Resetting your password by phone is similar to resetting it online. First, call Customer Service.

When your call is connected, you’ll be asked to make a language selection and then asked to enter your Social Security number followed by the pound sign.

After you press the pound key, press 1 to confirm your identity and select a new password. Follow the prompts to verify your identity and reset your password.

If for some reason we cannot verify your identity, you will need to speak with a Customer Service Representative.

Slide 8

[Narrator speaks]

Now that you know how to reset your password, let’s take a minute to talk about password security. Use a password that you can remember easily, like a word or number, but that only you know.

Don’t use passwords that are easily guessed by others, like your birth date or your cat’s name, and don’t share your password with others.

Slide 9

[Narrator speaks]

If you reset your password online, you can use both letters and numbers. If you reset your password by phone, it must be six numbers.

Keep your new password in a safe place, and don’t share it with anyone.

Slide 10

[Narrator speaks]

Your password, along with your Social Security number, is also your electronic signature. When you log in to your account, you are electronically signing your name.

You are legally responsible for all activity that takes place in your account using your password.

If you share your password with someone, such as a friend or family member, you are legally responsible for their actions.

Slide 11

[Narrator speaks]

I hope this video helps you manage your password. Remember: If you forget your password, you can reset it yourself, either online or by phone.

Do not try to access your account by repeatedly guessing your password. If you try to log in multiple times with the wrong password, your account will be locked, and you’ll need to call Customer Service.

Choose a password that’s easy for you to remember, but hard for others to guess, and don’t share it with anyone.

Slide 12

[Narrator speaks]

If you have questions or need assistance, contact Customer Service; we will be happy to assist you.

Thank you for taking the time to watch this video. Here are some resources for you to check out.

[Screen text: Log in to Your Account | Contact Customer Service: 651-296-3644 (Twin Cities area), 1-877-898-9090 (Greater Minnesota), 1-866-814-1252 (TTY for the hearing impaired) | Links for more information: Using Your Password, Password Resets and Account Lockouts, Tips to Avoid Locking Your Account, Video Library]

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