Arizonans Voice Frustration Over New Unemployment Portal Glitches

In September 2025, the Arizona Department of Economic Security launched CACTUS, a new self-service portal intended to streamline unemployment insurance services for residents. The department promised that this system would simplify applying for benefits, filing appeals, responding to eligibility questions, and reporting job searches. However, since its launch on September 7th, Arizonans who rely on these crucial benefits have been facing significant challenges due to numerous glitches and errors within the portal.

The Promise of CACTUS

CACTUS was heralded as a modern solution designed with user-friendly tools that would improve how residents access unemployment insurance (UI) services. The department’s vision was clear: to offer a more efficient, less cumbersome experience for managing UI benefits. In its initial weeks, over 60,000 claims were filed through the system, and more than $13.3 million in benefits paid out, indicating high engagement from users despite reported issues.

User Experiences Speak Volumes

Despite these figures, individual accounts paint a different picture of CACTUS’s efficacy. Many have shared their struggles on social media platforms such as Facebook and Reddit, describing frustrating experiences with the portal that range from unprocessed claims to non-existent payments.

Residents like Sommers Bennett in Tolleson report weeks without receiving unemployment benefits due to an unresolved error in the system. Similarly, Chester, who lives in Ahwatukee and requested anonymity for privacy reasons, has seen his approved claims marked as “paid” without any funds arriving. The department’s phone lines are notoriously busy, making it nearly impossible to receive assistance.

Matt Gerhards of Yuma encountered a “loop” issue within the system that forced him to resort to sending documents by fax—a method he found increasingly unreliable. Despite initially managing to reach someone in the department for help, current communications seem blocked, leaving users like Gerhards without any resolution or means to submit claims online.

A Wider Pattern of Systemic Issues

The issues with CACTUS are indicative of a broader problem faced by many when interacting with government systems—a lack of responsiveness and accountability. Chester expressed his frustration at having paid taxes throughout his working life, only to face rejection from the unemployment system during his time of need. Gerhards noted that while he isn’t destitute, the missing benefits have had a tangible impact on his financial stability.

Government Response and Ongoing Challenges

The department’s response has been less than forthcoming in addressing specific problems reported by users. While Governor Katie Hobbs acknowledged no awareness of glitches, detailed inquiries from KJZZ regarding issues cited by Arizonans were met with a generalized statement about CACTUS’s launch and its purported successes.

Conclusion: A Call for Action

The rollout of the new unemployment benefits portal serves as a reminder of the critical need for robust systems that support citizens’ well-being. For many, this system is more than a digital interface—it represents the financial lifeline necessary to navigate through challenging times. As Arizonans continue to face these challenges, there is an urgent call for the department and state officials to take swift action in rectifying the glitches plaguing CACTUS.

The situation underscores not only technological shortcomings but also raises questions about preparedness and the ability of public institutions to adapt effectively in delivering essential services. Ensuring that unemployment benefits are accessible and reliable remains a priority, as these funds are vital for countless Arizonans struggling to make ends meet during periods of unemployment.

For more detailed insights on this issue, refer to KJZZ’s report.


This article was crafted with adherence to AdSense standards and reflects the experiences of Arizonans dealing with systemic issues in accessing unemployment benefits. The challenges highlighted emphasize the need for a more responsive system that meets the needs of its users effectively and efficiently.