Managing your Universal Credit account
Use your online account to see your claim and check what you need to do and how much you’ll get paid and when. You can also use it to keep your claim up-to-date. Check regularly so you don’t miss any messages from your case manager or work coach.
Using your to-do list in your Universal Credit account
If you need to do anything, it will be shown on your to-do list. You need to do everything on this list or your payment could be delayed.
When you finish something on your to-do list, it is shown on your journal, along with a record of everything you have done.
Using your journal in your Universal Credit account
Use your journal to send messages about your claim and to read messages from Universal Credit.
You can also use it to:
- tell Universal Credit what you are doing to find work, for example applying for jobs, attending job interviews or training
- tell your work coach you want to send a new CV - they’ll put an ‘upload documents’ in your to-do list to allow you to send your CV
- see a record of everything you have done on your Universal Credit claim
- ask for help and support, ask general questions, or report changes
Do not include information that might put you at risk of fraud for example, bank details or national insurance numbers.
When you get a journal message, you will get a text or email telling you to check your online account.
Your journal is not an instant messaging service and it might take a few days to get a reply. Replies will be sent during the usual Universal Credit opening hours.
Reporting a change in your circumstances
Look for the change you want to tell Universal Credit about in your online account and follow the instructions.
If you do not see the change you want to report, contact Universal Credit through your journal or by phone.
You should not make a new claim if your circumstances change.
Printing your Universal Credit Statement
This video explains how you can print a copy of a Universal Credit statement from your Universal Credit account.
Changing your contact details in your Universal Credit account
You need to keep your contact details up-to-date. You can change your email address and mobile phone number in your account by:
- entering your new email address and phone number
- check your email for a confirmation code
- enter the date when asked 'What date did this change?'
Changing your password for your Universal Credit account
You will need access to your email to do this.
Follow these steps:
- sign out of your Universal Credit account
- choose the 'Problems signing in?' link
- choose 'Forgotten your password?' link and follow the instructions
You need to choose a strong password. You might also want to add extra security to your email account.
Find out how to at:
Keep your Universal Credit account details safe
You need to keep your account username, password and security answers safe. You will need these to sign in to your Universal Credit account.
Do not share your account details or information with anyone else. This will help protect your personal and financial data.
Universal Credit will never text or email asking you for your personal information or bank details. You will get a message in your online journal telling you to expect a call if Universal Credit need to speak to you.
If you think a call, text message or email might not be from Universal Credit, you can ask the person to post a message into your journal to check they’re from Universal Credit.
Find out more at Scamwiseni
Keep the software on your computer and mobile devices up-to-date and take care when using public computers or Wi-Fi.
Advice on how to install the latest software and app updates.
If you think someone else has accessed your account
You should change your password straight away and call Universal Credit.
Criminals who defraud Universal Credit and its customers will be investigated and face prosecution.
Closing your Universal Credit account
If you think you are no longer entitled to Universal Credit because of a change, report the change using your online account.
Universal Credit will check if you are still entitled to payments. If you are no longer entitled, your account will be closed at the right time. You will be told when your claim is closing.
If you decide you want to close your claim for Universal Credit, you can:
- leave a message in your journal - choose Request to close my claim as the category
- call Universal Credit Service Centre