Emergency guide

My benefits were stopped, cut or refused

When a benefit is stopped, cut or refused, the shortest deadline can decide whether payments continue. This page lists what to do today, the deadlines to check on your own notice, who to call and words you can use.

General information, not legal advice. Rules depend on where you live. If you have a letter, notice or form with a date on it, get advice before that date passes.

Checked 7 October 2026 · re-check due 7 April 2027 · To keep a copy, use your browser’s print or share menu.

First: are you safe?

If this has you thinking about ending your life, call or text 988 in the US, or call Samaritans on 116 123 in the UK, at any hour. If anyone is in danger now, call 911 in the US or 999 in the UK. If there is no food in the house tonight, call 211 in the US; in the UK, find your nearest food bank through Trussell, below.

Today

  • Find the notice or letter. Write two dates at the top of a page: the date printed on it, and the date the change starts. If you only have an online message, take a screenshot. These dates decide which clock below is yours, and the dates on your own papers come before any date on this page.
  • If a payment just stopped and you have no notice, call the office and ask for the decision in writing.
  • Find out which benefit it is and who decided: a state office or Social Security in the US; the DWP (Department for Work and Pensions), Social Security Scotland or the Department for Communities in the UK. Each has its own clock below.
  • In the US, ask today for the decision to be looked at again, and ask for your payments to continue while you wait. Payments continue only if you ask early: the clocks below say how early, and for some benefits it is before the day the cut takes effect. If you lose, you may be asked to pay back what was paid while you waited; if you are unsure, call an adviser or legal aid first, the same day.
  • How to ask in the US: calling counts for most benefits; Social Security needs it in writing. If you write, it has to arrive in time, so call as well, or use your online account. Keep a copy with the date and time.
  • In the UK, read the clock for your benefit below before you ask. In Great Britain, the review looks at your whole claim, and the new decision can be lower or end the benefit. If you are unsure, call Citizens Advice or an adviser first, the same day.
  • Then ask for the decision to be looked at again: by phone, through your journal, or in writing. If you write, it has to arrive in time, so call as well. Keep a copy with the date and time.
  • Also: Make sure there is food and heat this week: call 211 in the US, or find a food bank through Trussell in the UK. In the UK, ask Citizens Advice today what you can live on while the decision is looked at again; if it was a sanction, ask about a hardship payment (see the clock). Tell your landlord or lenders early (the scripts below say how). Tell one person what happened.

The clocks that have started

Deadlines that can start when this happens, soonest first. Tap one to see when it starts and what happens if you miss it. Your own letters give your dates; when two dates could apply, count from the earlier one.

Jump to: United States · United Kingdom

In the United States

  1. Medicaid ended, cut or refused: ask for a fair hearing before the date on the noticeTo keep your coverage going while you wait, ask for the hearing before the date of action.United States (federal rule)
    How long
    To keep your coverage going while you wait, ask for the hearing before the date of action. To ask for the hearing itself, your state sets a reasonable time that the federal rule caps at 90 days from the day the notice was mailed. Your state can set fewer days, so the date on your notice comes first.
    Starts
    the date printed on the notice from your state Medicaid agency. The notice also gives a date of action, the day your coverage is cut or ends. The agency has to send the notice at least 10 days before that date, except in a few cases the federal rules list. If you only have an online message, count from its date.
    If missed
    If the date of action has passed, ask for the hearing anyway, and ask in the same request for your coverage to be put back. If your notice came less than 10 days before the cut, or on or after it, ask within 10 days of the date on the notice: the agency then has to put your coverage back until the hearing decision, unless the only issue is a federal or state law or policy. Otherwise, a request no more than 10 days after the date of action means the agency may put it back. If the agency wins the hearing, it may ask you to pay back the cost of services you got only because you asked. If you think the time to ask has passed, call legal aid before you decide it has.
    It lets you
    have a hearing about the decision, and ask for it to be fast if you need it quickly. If you ask before the date of action, the agency may not cut or end your coverage until the hearing decision, unless the only issue is a federal or state law or policy. If you ask no more than 10 days after the date of action, the agency may put your coverage back until the decision.

    Where this differs: If your Medicaid ended because a renewal form or papers did not reach the office, send them now, and ask for a hearing too if you are still inside the date on the notice. If your Medicaid is based on your income, the state has to look at your eligibility again without a new application if the form arrives within 90 days of the date your coverage ended, or longer if your state allows. Medicaid is run by your state, so the notice, the form, the phone number and the exact dates are your state's. The federal rule sets the outer limit; your notice sets your date. The same hearing right covers a refused application. A state children's health insurance program or other state benefit follows its own notice: read it. If the letter is from your Medicaid health plan, not the state, it is about services, and you appeal to the plan first, by phone or in writing, within 60 days of the date on its notice. To keep a service going during the appeal, ask the plan to continue it within 10 days of the date on the notice, or before the date the change starts, whichever is later. If the plan says no, ask for the state hearing, and ask again for the service to continue, within 10 days of the plan's answer. If you lose, the plan may ask you to pay for the services you kept.

    Checked 9 October 2026 at Centers for Medicare & Medicaid Services rules, 42 CFR 431.230 (Cornell Legal Information Institute copy)

  2. SNAP cut, stopped or refused: ask for a hearing before the date on the noticeTo keep getting benefits while you wait, ask for the hearing within the period the notice gives, before the cut takes effect.United States (federal rule)
    How long
    To keep getting benefits while you wait, ask for the hearing within the period the notice gives, before the cut takes effect. You can ask by phone or in person as well as in writing. To ask for a hearing about something the state did, or benefits you lost, you have 90 days from that action. At any time while your certification period lasts, you can also ask for a hearing about the amount you get now.
    Starts
    the date on the notice from your state SNAP office saying your benefits will be cut or stopped. The notice has to leave at least 10 days between the day it is mailed and the day the cut takes effect. If your benefits were refused or already cut, count from the day of the decision or the cut.
    If missed
    If you miss the period on the notice, benefits are cut or stopped as the notice says. If you had a good reason for missing it, the state has to put your benefits back as they were. After 90 days, you can still ask for a hearing about the amount you get now, at any time in your certification period, and if the state's error cost you benefits in the last year you can ask for them to be restored. If the hearing goes against you, the state will ask you to pay back what you were paid while you waited.
    It lets you
    have a fair hearing. If you ask in time and your certification period has not ended, your benefits continue at the same amount until the hearing decision, unless you say you do not want them continued. The federal rule gives the state 60 days from your request to hold the hearing and decide.

    Where this differs: States run SNAP, so the notice, the form and the phone line are your state's. Continued benefits stop when your certification period ends: if yours has ended, ask your state office what to do. If your state changes benefits for a whole group of households at once, continued benefits apply only if you are disputing how yours was worked out or the state's use of federal law.

    Checked 9 October 2026 at USDA SNAP rules, 7 CFR 273.15 and 273.13 (Cornell Legal Information Institute copy)

  3. Social Security or SSI decision against you: appeal, and ask to keep your payments going10 days, in writing, if you want your payments to continue while you appeal. 60 days to ask for reconsideration, in writingUnited States (federal rule)
    Starts
    the date printed on the notice. Social Security counts from the day you get it and takes that to be 5 days after the date on the notice, but count from the printed date to be safe.
    If missed
    Social Security can give you more time to ask for reconsideration if you show good cause in writing. A request to continue disability payments after the 10 days is paid only if you show good cause. For SSI, a request after 10 days but within 60 days may mean your payment drops for a while and then restarts. If you lose, the payments that continued while you appealed can be counted as an overpayment, for SSI as well as Social Security disability, and you can ask for a waiver so you do not have to pay them back. Medicare you kept during the appeal is not taken back. If you would rather not risk owing money, you can ask Social Security not to continue your payments.
    It lets you
    have Social Security decide again. For SSI, if you ask in writing within 10 days, your current payment continues until the reconsideration decision. If a notice says your disability has ended (SSI or Social Security disability), you have to ask in writing within 10 days to have your benefits continued, and for Social Security disability that includes Medicare where it applies. If you disagree with the new decision, you can ask for a hearing within 60 days. If your disability was found to have ended and you want payments to keep going until the hearing, ask again, in writing, within 10 days of the date on the reconsideration notice: the first request does not carry over.

    Where this differs: This is a federal program run by Social Security, so it is the same in every state, and the notice says what applies to your case. The 10-day continuation rules here are for SSI and for a disability Social Security says has ended. Other decisions, such as retirement or survivors benefits, have the 60 days, but no continuation rule was found for them: ask Social Security. An overpayment notice has its own clock, below.

    Checked 9 October 2026 at Social Security Administration

  4. Social Security or SSI says you were overpaid: ask before collection starts30 days.United States (federal rule)
    How long
    30 days. Social Security waits at least 30 days after sending the notice before it starts to collect.
    Starts
    the date on the overpayment notice.
    If missed
    If you do not pay back or ask within 30 days of the date on the notice, Social Security takes 50% of your benefit, or 10% of your SSI payment, each month until it is repaid. If you can pay it back but not at that rate, ask to pay less each month on form SSA-634: Social Security stops collecting until it decides. For SSI, you can ask for a waiver at any time; for Social Security, ask anyway and ask how late you can still ask. If you no longer get benefits, it can collect in other ways, such as holding back a tax refund.
    It lets you
    ask for a waiver if you cannot afford to pay it back and the mistake was not your fault or it would be unfair, or appeal if you think you were not overpaid or the amount is wrong. If you do either within 30 days, Social Security does not collect until it decides. For an SSI overpayment of $2,000 or less where you think you were not at fault, you may be able to ask for the waiver by phone on 1-800-772-1213.

    Where this differs: The SSI overpayment page also says an appeal made within 60 days of getting the notice keeps your current SSI payment going until a decision. The 30-day date is the safe one, and your notice says which applies. A waiver is a different request from an appeal: a waiver says you cannot pay it back, an appeal says you were not overpaid or the amount is wrong.

    Checked 9 October 2026 at Social Security Administration

  5. Unemployment benefits denied or stopped: appeal by the date on your state's noticeYour state sets the time and the notice gives the date.United States (set by each state)
    How long
    Your state sets the time and the notice gives the date. There is no single national number, so do not assume you have months. Treat the date on the notice as the deadline and ask for the hearing as soon as you have it.
    Starts
    the date on the notice from your state unemployment office that denied, cut or stopped your claim. If you only have an online message, count from the day it arrived.
    If missed
    Your state's rules decide whether a late appeal is heard. Call the state office and ask, and say why you were late. Do not decide it is too late before you ask.
    It lets you
    have a hearing before an impartial tribunal. Federal law requires every state to offer one to people whose claims are denied. Keep filing your weekly claims while you appeal unless your state office tells you not to: in some states, weeks you did not claim are not paid even if you win.

    Where this differs: Each state runs its own program, so the dates, the form and the phone line are your state's. CareerOneStop shows how to reach your state's office.

    Checked 9 October 2026 at US Congress, Social Security Act section 303(a)(3), 42 U.S.C. 503 (Cornell Legal Information Institute copy)

In the United Kingdom

  1. A DWP benefit was stopped, cut or refused: ask for mandatory reconsideration within a monthOne month to ask for mandatory reconsideration.England, Scotland and Wales
    How long
    One month to ask for mandatory reconsideration. If you write, the letter or form has to arrive within the month. If you asked within the month for a written statement of reasons, you have until the end of the month or 14 days after the date on the statement, whichever is later. After you get the mandatory reconsideration notice, you usually have one month from its date to appeal to the tribunal.
    Starts
    the date on the decision letter, or on the decision message in your Universal Credit journal. It is not the day you read it. If a payment simply stopped and you have no decision, call the benefits office and ask for the decision in writing.
    If missed
    You can ask for mandatory reconsideration after one month if you have a good reason, for example a hospital stay or a bereavement. You have to explain why you are late, and GOV.UK says to call the number on your decision letter first. The law sets an outer limit of 13 months from the date of the decision, and the later you ask, the stronger the reason has to be. A late request that is refused cannot be made again, so give your whole reason the first time, with an adviser's help if you can. An appeal started more than a month after the notice has to explain why, and it might not be accepted. Do not decide it is too late before you have asked.
    It lets you
    have the benefits office look at the decision again. You can ask through your journal, by phone, by letter or on the form, and send evidence that supports your reasons. The whole claim is looked at again, so the benefit may stop, stay the same, increase or decrease: if you are not sure, get advice before you ask. If you still disagree with the notice, you can appeal to the Social Security and Child Support Tribunal, which is free. You cannot appeal until you have the notice.

    Where this differs: This covers benefits paid by the DWP in England, Scotland and Wales, such as Universal Credit, PIP, ESA, JSA, Pension Credit, Attendance Allowance and Carer's Allowance. Some decisions go straight to an appeal, and your letter says which. Housing Benefit (ask your council: the letter gives the date), Child Benefit and Guardian's Allowance (HMRC), Budgeting Loans, Tax-Free Childcare and Vaccine Damage Payment use a different process. Social Security Scotland benefits and Northern Ireland benefits have their own clocks, below.

    Checked 9 October 2026 at GOV.UK (Department for Work and Pensions)

  2. A Universal Credit sanction cut your payment: ask about a hardship payment, and challenge the sanctionAsk on the first day you cannot afford food, heating, hygiene or housing costs.England, Scotland and Wales
    How long
    Ask on the first day you cannot afford food, heating, hygiene or housing costs. You can ask for a hardship payment only after you have had a lower or missed payment, and you have to ask again each time. There is no date to wait for
    Starts
    the day your payment is lower or missed because of a sanction. The journal message or letter about the sanction has the date of the decision, and the one-month clock to challenge it (see the mandatory reconsideration clock) counts from that date.
    If missed
    Waiting does not take away your right to challenge the sanction, which has its own one-month clock. You can ask for a hardship payment from the day the lower or missed payment arrives. Ask that day if you cannot afford food, heating or hygiene, rather than waiting to see whether the money runs out.
    It lets you
    if you qualify, get a payment to help with food, heating, hygiene (for example soap, nappies or laundry powder) and housing costs that Universal Credit does not cover. If it is accepted, it is usually paid into your bank account the same day. You pay it back once the sanction has ended: up to 15% of your standard allowance is taken from your Universal Credit until it is repaid.

    Where this differs: A hardship payment for a sanction is only for a sanction at 100% of your standard allowance (50% or more for a couple), or a fraud penalty. You must have done your work-related requirements in the 7 days before you apply and any activities you were given to end the sanction, your partner must agree, and you must show you have cut non-essential costs and looked for other support. Ask your work coach whether yours qualifies. To avoid a sanction, tell your work coach straight away through your journal if you cannot do something in your claimant commitment: if they decide you had a good reason, your payment is not reduced. In Northern Ireland, Universal Credit is run through nidirect, with its own pages. A 40% sanction, the rate for 16- and 17-year-olds and for people whose only requirement is appointments, is below the level the GOV.UK page lists: ask your work coach. If you cannot afford the deductions later, call DWP Debt Management.

    Checked 9 October 2026 at GOV.UK (Department for Work and Pensions)

  3. Claim Universal Credit: it counts from the day you send the claimThere is no set deadline to claim, but the claim starts on the day you send it.England, Scotland and Wales
    How long
    There is no set deadline to claim, but the claim starts on the day you send it. It can be backdated by up to one month, only in certain circumstances
    Starts
    the day you submit your claim in your Universal Credit account, not the day you create the account. After you create the account you have 28 days to finish the claim, or you have to start again. If you cannot claim online, call the Universal Credit helpline on 0800 328 5644 (Welsh: 0800 328 1744), Monday to Friday, 8am to 6pm
    If missed
    days before your claim date are not covered unless the claim is backdated. Backdating is for a delay that was not your fault, for example a disability, health problems that stopped you claiming, the online service not working, being on a different benefit and not told it was ending, or a partner who started a joint claim and did not finish it. You may be asked for evidence
    It lets you
    have Universal Credit worked out from the day you claim: your first assessment period starts the day you make a claim, and the first payment usually comes around 5 weeks later. If you need money while you wait, you can apply for an advance. It is a loan: you usually pay it back out of your payments over 24 months. Free help with the claim is available through Help to Claim, run by Citizens Advice

    Only if you are thinking of claiming Universal Credit instead of a benefit that stopped. Claiming it ends Housing Benefit, income-related ESA and Pension Credit, even if the claim fails: get advice first.

    Where this differs: If you already get Housing Benefit, income-related ESA or Pension Credit, they stop when you claim Universal Credit, even if the claim fails: check you will be better off first. Northern Ireland has its own Universal Credit pages on nidirect. In Scotland you can choose to be paid twice a month. Ask your council for Council Tax Reduction too: it is a separate claim. Northern Ireland has a different scheme.

    Checked 7 October 2026 at GOV.UK (Department for Work and Pensions)

  4. Scotland: Social Security Scotland stopped, cut or refused a payment. Ask for a re-determination42 calendar days (6 weeks) for Adult Disability Payment, Carer Support Payment, Child Disability Payment, Child Winter Heating Payment, Pension Age Disability Payment and Scottish Adult Disability Living Allowance. 31 calendar days for most other Social Security Scotland benefits, for example Best Start Grant, Funeral Support Payment, Scottish Child Payment and Young Carer Grant.Scotland
    How long
    42 calendar days (6 weeks) for Adult Disability Payment, Carer Support Payment, Child Disability Payment, Child Winter Heating Payment, Pension Age Disability Payment and Scottish Adult Disability Living Allowance. 31 calendar days for most other Social Security Scotland benefits, for example Best Start Grant, Funeral Support Payment, Scottish Child Payment and Young Carer Grant. If you disagree with the re-determination, 31 calendar days from that letter to appeal to the First-tier Tribunal for Scotland.
    Starts
    the date on the decision letter, or the day you were told the decision if that was earlier. Count that day as day 1. Social Security Scotland takes you to have a letter or email 48 hours after it was sent, but counting from the date on the letter is the safe way.
    If missed
    Social Security Scotland can accept a late request if you give a good reason, such as illness or a stay in hospital, up to one year after you got the decision letter. Without a good reason it may refuse. An appeal made more than 31 calendar days after the re-determination letter has to explain the delay, and the Tribunal decides whether to accept it, up to one year after the letter.
    It lets you
    have a new team make a full new decision on your application. If your Adult Disability Payment, Child Disability Payment, Pension Age Disability Payment or Scottish Adult Disability Living Allowance was reduced or stopped, you can ask for Short-term Assistance when you ask for the re-determination. It replaces the amount your payment was cut by while the challenge goes on, and you do not pay it back, apart from cases of fraud or an error you caused. Ask for it at the same time as the re-determination, by phone on 0800 182 2222 or on the form. If you forgot, call: you may still be able to get it until the new decision is made. It is paid only once your request is accepted, and only if an award you already had was cut or stopped. The new decision can go up, down or stay the same, so get advice first if you are unsure.

    Where this differs: This is only for benefits Social Security Scotland pays. Benefits the DWP pays, such as Universal Credit, follow the Great Britain clock above: your decision letter says who decided. A decision that you were overpaid has its own route, which the letter explains. Best Start Foods and Job Start Payment are reviewed by phone on 0800 182 2222.

    Checked 9 October 2026 at mygov.scot (Scottish Government)

  5. Northern Ireland: a benefit was stopped, cut or refused. Ask for mandatory reconsideration within a monthOne calendar month from the date on your decision notice to ask for mandatory reconsideration, for Universal Credit and for other Department for Communities benefits such as PIP.Northern Ireland
    How long
    One calendar month from the date on your decision notice to ask for mandatory reconsideration, for Universal Credit and for other Department for Communities benefits such as PIP. After you get the Mandatory Reconsideration Notice, your appeal has to reach the Appeals Service within one month of the date on that notice.
    Starts
    the date on your decision notice.
    If missed
    For Universal Credit, if you do not ask within the month you may not be able to appeal. The time limit can be extended in exceptional circumstances: speak to your work coach or contact the Universal Credit Service Centre. If your appeal is late, you have to explain why. For other benefits, a late request has to give the reasons it is late.
    It lets you
    have the Jobs and Benefits office that made the decision look at it again. For Universal Credit you can ask through your online journal, by speaking to your work coach, by calling the Universal Credit Service Centre or by writing to the Freepost address. For other Department for Communities benefits you can use form MR2(NI). Then you can appeal to the Appeals Service on form NOA1 (SS) or by letter, and you have to include the Mandatory Reconsideration Notice. You cannot appeal until you have had a mandatory reconsideration.

    Where this differs: Housing Benefit and Rate Relief decisions go to the Housing Executive, not this route. Decisions by HMRC, such as tax credits, Child Benefit and Guardian's Allowance, go to HMRC first and have their own dates: read the notice. Great Britain has a separate system, in the clock above.

    Checked 9 October 2026 at nidirect (Department for Communities)

Who to call

Jump to: United States · United Kingdom

In the United States

211 — United Way

say what is happening, for example: my benefits were stopped and I need help with food and rent

Call 211 · 24/7 in most areas

Before you call: what to have ready

Have ready

  • a few facts about your current living situation
  • any income you have
  • the children or other dependents who live with you

They may ask

  • about your current living situation
  • about any income you have
  • about any children or other dependents who live with you

They can

  • connect you to local help with rent, mortgage, utilities, food and health care
  • talk to you by phone; some local 211s also offer text and web chat, so check yours
  • use 180 languages on request
  • keep the call confidential, and it can be anonymous
  • give you other ideas if you do not qualify for one program: you can call again

They cannot

  • give you money themselves: 211 is the number for information and referrals to services
  • help in a life-threatening emergency: call 911 first if you or someone you love is in one or may be a danger to someone else

USDA National Hunger Hotline

if there is no food today: a person on the phone finds food near you

Call 1-866-348-6479 · Text Text 914-342-7744 (automated replies) · Mon–Fri, 8am–8pm ET

Before you call: what to have ready

Have ready

  • the address or zip code you need food near: the text service and the address search use it to find places near you

They can

  • connect you with emergency food providers in your community, government assistance programs and other social services
  • find meal sites, food banks and other services near where you are, through a representative on the phone
  • answer a text to 914-342-7744 with food resources near an address or zip code, through an automated service

They cannot

  • answer the phone outside Monday to Friday, 8:00 a.m. to 8:00 p.m. Eastern time
  • give you food themselves: the line finds places that do

Social Security Administration

to ask for reconsideration: it has to be in writing, online or on form SSA-561, and a representative can help you submit it by phone. If a deadline is close, send or upload it the same day. Also to ask about an overpayment notice

Call 1-800-772-1213 · 8:00 a.m. to 7:00 p.m. local time, Monday through Friday; automated phone services 24 hours a day

Before you call: what to have ready

Have ready

  • your Social Security number, and the letter or notice you are calling about, with the date on it
  • if someone died: their name, Social Security number, date of birth and date of death; if you do not have the number, Social Security will ask for other details such as their date of birth and their parents' names
  • if you are applying for survivors benefits: your own Social Security number, where you were born, the date and place of your marriage (and any earlier marriages), your bank routing and account number for direct deposit, and your children's names

They may ask

  • what you are calling about: for example, that you want to submit a request for reconsideration of a decision, or to apply for survivors benefits or the one-time death payment

They can

  • help you submit a written request for reconsideration (form SSA-561) when you call: tell the representative that is what you want. The request itself has to be in writing
  • take a request to waive an overpayment, or to pay it back at a lower rate; for an SSI overpayment of $2,000 or less that you think was not your fault, the waiver request can be made by phone
  • take a report of a death, if no funeral home reported it, and take your request for survivors benefits or the one-time death payment
  • help you through a free interpreter

They cannot

  • answer outside Monday to Friday, 8 a.m. to 7 p.m. local time; automated phone services run 24 hours
  • keep disability payments going on a phone call alone: when a notice says your disability has ended, the request to continue payments has to be in writing

Waits are usually shorter in the morning, later in the week and later in the month. If you are appealing a decision and its deadline is close, do not wait on hold: send or upload your written request for reconsideration (form SSA-561) the same day.

SNAP (Food Stamps) — How to Apply

finds your state's SNAP office. Your state, not USDA, handles your hearing request

fna.usda.gov · Varies by state office

Before you call: what to have ready

Have ready

  • the state where you now live, since you apply there
  • who lives with you: everyone who lives together and buys and prepares food together is one household
  • proof of what you put on the application, which your state will ask for

They may ask

  • an eligibility interview, usually by phone or in person
  • proof (verification) of the information you provided

They can

  • tell you how to apply: by visiting the local SNAP office, going to the state agency's website, or calling the state's toll-free SNAP hotline
  • send you a decision, in most cases within 30 days of your application
  • possibly give you benefits within 7 days of applying if you meet extra requirements: ask your state
  • let someone else apply and be interviewed for you if you cannot go in, phone or get online, if you name them in writing

They cannot

  • answer questions about your own case: USDA does not process applications, so contact your state office
  • accept an application from another state: you apply in the state where you currently live

CareerOneStop

finds your state's unemployment office, where the notice and the appeal come from

Call 1-877-872-5627 · Website any time; help line in business hours

Before you call: what to have ready

Have ready

  • the state where you worked, since you file with that state
  • addresses and dates of your former employment, which your state will ask for when you file
  • your zip code, if you want to find the nearest American Job Center

They can

  • point you to your state's unemployment website or phone number so you can file
  • help you find your nearest American Job Center, which offers job search help and training
  • answer questions about employment or training programs on the 1-877-US2-JOBS helpline

They cannot

  • take your unemployment claim: each state runs its own program, and you file with that state
  • charge you anything: neither CareerOneStop nor any state or federal unemployment program charges a fee to file, so a message asking for money is a scam

LawHelp.org

free legal help in your state, for a hearing or an appeal

lawhelp.org · Online

Before you call: what to have ready

Have ready

  • the state or territory where you live: the site starts by asking you to choose it

They can

  • send you to legal aid and other low-cost legal help near you
  • give you legal help guides, including one on court fees and getting them paid
  • help you create legal documents for free in areas such as housing, with LawHelp Interactive

Legal Services Corporation — Find Legal Aid

finds the legal aid office for your area, for benefits problems

lsc.gov · Website, any time

Before you call: what to have ready

Have ready

  • an address or a city: the finder uses it to show the legal aid organization that covers your area

They can

  • show you the LSC-funded legal aid organization for your area, with its phone number and website, for a civil legal problem
  • point you to LawHelp.org for information about your legal questions and free legal forms

They cannot

  • give you legal advice itself: LSC pays for legal aid organizations, and you contact the one for your area

In the United Kingdom

Universal Credit helpline (GOV.UK)

the Universal Credit helpline: ask for a hardship payment after a sanction. Not for Northern Ireland

Call 0800 328 5644 · Monday to Friday, 8am to 6pm

Before you call: what to have ready

Have ready

  • your bank, building society or credit union account details
  • identity documents, for example a driving licence, passport, debit or credit card, or payslip or P60
  • information about your housing, such as how much rent you pay, and your earnings, such as payslips
  • your National Insurance number, if you have one
  • details of other benefits you get, any disability or health condition that affects your work, childcare costs if you want help with them, and your savings and investments

They can

  • take a Universal Credit claim by phone if you cannot claim online
  • give you help with your claim: the page says you can call the helpline or use the Help to Claim service
  • take calls in Welsh on 0800 328 1744 and Relay UK calls on 18001 then 0800 328 5644

They cannot

  • answer outside Monday to Friday, 8am to 6pm
  • take a claim if you live in Northern Ireland: GOV.UK sends you to Universal Credit in Northern Ireland
  • let one partner claim alone if you live together: you will both need to create accounts and link them
  • keep a claim open without limit: you must complete your claim within 28 days of creating your account or you will have to start again

Citizens Advice (Adviceline, England)

free help to challenge a benefit decision and to appeal (England)

Call 0800 144 8848 · Usually 9am to 5pm, Monday to Friday. Not available on public holidays.

Before you call: what to have ready

Have ready

  • your postcode if you call from a mobile: if you do not have one, say one nearby such as a GP surgery, takeaway shop or taxi company

They may ask

  • your postcode, from a mobile, to find your local Citizens Advice

They can

  • connect you to your local Citizens Advice (Adviceline, England)
  • talk to you by online chat: Universal Credit claims 8am to 6pm Monday to Friday, debt 9am to 8pm Monday to Friday and 9:30am to 1pm Saturday
  • help with a new Universal Credit claim through Help to Claim, free and confidential, from the application to the first payment
  • take Relay UK calls (18001 then 0800 144 8848)

They cannot

  • answer on public holidays: Adviceline is not available then
  • cover all of the UK on this number: it is for England, Wales has a separate Advicelink line, and there are a few parts of England not yet covered
  • help everywhere: most local Citizens Advice can only help if you live or work in their area

Usually busiest at the start of the day. At busy times you might wait up to an hour, and a call not answered within an hour is disconnected, so try again later. Calls are free from mobiles and landlines.

Citizens Advice Cymru (Advicelink Wales)

the same help in Wales

Call 0800 702 2020 · Monday to Friday 8am to 7pm. Saturday 9am to 1pm.

Before you call: what to have ready

They can

  • connect you to an adviser through Advicelink (Wales) on 0800 702 2020, free from mobiles and landlines
  • talk to you by online chat about any other kind of problem, usually 9am to 5pm Monday to Friday
  • take Relay UK calls: 18001 then 0800 702 2020
  • point you to the Citizens Advice consumer service for problems with energy, water or post

They cannot

  • answer on public holidays: Advicelink is not available then
  • help you in person if you live outside your local office's area: most local Citizens Advice can only help if you live or work in their area

Usually busiest at the beginning and end of the day. At busy times you might wait up to an hour, and a call not answered within an hour is disconnected, so try again later.

Citizens Advice Scotland (Scottish Citizens Advice Helpline)

the same help in Scotland, including challenging a Social Security Scotland decision

Call 0800 028 1456

Before you call: what to have ready

Have ready

  • your postcode: the page finds your local Citizens Advice Bureau by postcode

They can

  • put you through to an adviser at your local bureau by phone on 0800 028 1456, the Scottish Citizens Advice Helpline
  • give free, confidential and impartial advice, and help you work out next steps
  • raise a complaint with an energy supplier for you through its Extra Help Unit, if you may be considered vulnerable or at risk of disconnection
  • give advice online, on its advice pages

Advice NI

the same help in Northern Ireland, including benefits

Call 0800 915 4604

Before you call: what to have ready

They can

  • give advice on benefits, personal debt and managing bills, through the freephone helpline on 0800 915 4604
  • answer by email at advice@adviceni.net
  • point you to an Advice NI member near you if you need face-to-face advice

They cannot

  • see you in person themselves: for face-to-face advice you contact a local advice centre run by an Advice NI member

Universal Credit Service Centre (Northern Ireland)

Northern Ireland: ask for a Universal Credit decision to be looked at again, by phone

Call 0800 012 1331 · Monday to Friday, 9am to 4pm, except public holidays

Before you call: what to have ready

Have ready

  • your decision notice and the date on it

They can

  • take your request for a mandatory reconsideration of a Universal Credit decision by phone
  • tell you about the exceptional circumstances in which the time limit can be extended
  • take Relay UK calls, and British or Irish Sign Language calls through a video relay service

They cannot

  • answer outside Monday to Friday, 9am to 4pm, or on public holidays
  • deal with Housing Benefit or Rate Relief: the Housing Executive does

Social Security Scotland

ask for a re-determination, or apply for Short-term Assistance, by phone

Call 0800 182 2222 · Monday to Friday, 8am to 5pm, except bank holidays

Before you call: what to have ready

Have ready

  • your National Insurance number: their page says they can answer your questions quicker if they know it
  • the letter you are calling about, with the date on it
  • for Funeral Support Payment: details of the funeral director, any travel receipts or funeral bills you have so far, and the National Insurance number of the person who died, if you have it

They can

  • take an application over the phone, for example for Funeral Support Payment, with an adviser helping at your own pace
  • take your request for a re-determination or an appeal by phone, and help you fill in the form
  • review a Best Start Foods or Job Start Payment decision by phone
  • take your application for Short-term Assistance when you challenge a decision to reduce or stop your Adult, Child or Pension Age Disability Payment

They cannot

  • answer outside Monday to Friday, 8am to 5pm, or on bank holidays

Turn2us

checks which other benefits you could claim while you challenge a decision, and searches for grants. Before you claim Universal Credit, get advice: claiming it ends some benefits for good

turn2us.org.uk

Before you call: what to have ready

Have ready

  • about 10 minutes: the Grants Search says it takes that long

They can

  • check which means-tested benefits you may be able to claim, free and confidential, with the Benefits Calculator
  • search for charitable grants, which is money that does not have to be paid back, with the Grants Search
  • help you find an adviser near you with the Find an adviser tool
  • walk you through each stage of a Personal Independence Payment application with the PIP Helper

They cannot

  • give personal one-to-one support: Turn2us no longer offers it
  • take a grant application from you: the Grants Search points you to other organisations that give grants
  • give you a phone number of their own: if you cannot use the online tools, their site points to Help through Hardship, which gives free confidential phone advice in England and Wales but does not offer direct payments, grants or loans

Trussell (find a food bank)

if there is no food in the house: find your nearest food bank. You need a food voucher first, from a local organisation; the page says how to get one

trussell.org.uk

Before you call: what to have ready

Have ready

  • how many adults and children the parcel is for, and the ages of any children: volunteers check these from your voucher
  • any dietary requirements: say so when you get your voucher so the food bank can prepare

They may ask

  • the community organisation that gives you a voucher asks about your individual needs, so it can help you find the right support

They can

  • help you find your nearest food bank
  • give an emergency food parcel with at least three days of meals once you have a food voucher from a local community organisation
  • sometimes provide pet food and essentials such as toiletries and period products, where they can
  • sometimes offer extra support, such as debt advice or a trained Citizens Advice adviser
  • sometimes deliver food parcels: ask when you get your voucher, or contact the food bank

They cannot

  • give you a parcel without a food voucher: you need a referral first
  • usually give you a voucher online: you will usually need to contact a community organisation by phone or in person, and in some cases the food bank directly

Say it this way

Change anything to your own words.

To the benefits office or agency that decided · today, before you send anything · by call
Hello. My benefit was stopped or cut, and I have a notice dated [date]. Could you tell me the last date to ask for this to be looked at again, and how to ask? Could you also tell me whether my payments can continue while it is looked at?
To the agency, to ask for a hearing and keep payments going (US) · before the date of action on the notice (the day the cut or stop takes effect). A letter has to arrive by then, so call as well, or hand it in · by letter
I am asking for a hearing about the decision dated [date], case number [number]. Please keep my benefits at the same level until the hearing decision, and send me the date my request needs to reach you. Please confirm in writing that you received this request, with the date.
To the benefits office (UK) · before the end of the month from the decision date · by letter
I disagree with the decision dated [date] about [benefit]. I am asking for mandatory reconsideration. I think it is wrong because [reason]. Please confirm in writing that you have received this request, and the date you received it.
To your landlord or a lender · before the next payment is due · by text
Hi, my [benefit] payment stopped on [date] and I have asked for the decision to be looked at again. I want to keep paying. Could we talk this week about a plan for this month's payment?

Not for you if…

This guide is for someone whose government benefit was stopped, cut or refused: Medicaid, SNAP, Social Security or SSI, or unemployment benefits in the US; Universal Credit, PIP, ESA, JSA and other DWP benefits, Social Security Scotland benefits or Northern Ireland benefits in the UK. If you have not claimed yet, or you have just lost a job, the guide 'Lost my job' fits better. A health insurer's denial or a Medicare decision has its own steps: see the guide 'A medical bill'. If your benefit is a state or local program this page does not name, such as cash help, child care help or housing help, the notice gives the date to appeal and your notice comes first. If the problem is a late payment and there is no decision, call the office. If you are being investigated for benefit fraud, or your benefit was stopped because of your immigration status, speak to a lawyer or an adviser before you say or sign anything. If you reach a hearing or tribunal, or a deadline has already passed, get a legal aid office, Citizens Advice or a benefits adviser to look at your papers before you decide it is too late.

A different emergency? Account frozen or closed · A car accident · Suspended or excluded from school · Debt collector or court papers · Eviction notice · Flood, fire or storm · Unsafe home · Hurt at work · Paid a scammer · Lost my job · Lost wallet or phone · A medical bill · Nowhere to sleep · Shutoff notice · Someone died · Someone is missing · A tax bill · Told to leave home

From the library

I got a shutoff notice, court papers or a denial letter — what do I do before the date?

I have no money for groceries — where do I start?

Am I allowed to use food help, or is it for people worse off?

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