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FREQUENTLY ASKED QUESTIONS
Please select a topic below to explore common questions and answers.
--------------------------------------------------------------------------------
1. 1. OVERVIEW OF THE DIRECT EXPRESS® CARD
1.1 WHAT IS THE DIRECT EXPRESS® CARD?
The Direct Express® card is a prepaid debit card offered to federal benefit
recipients who receive their benefits electronically. The debit card offers
the convenience and security of using electronic transactions to spend and
access your money rather than using cash for purchases. You do not need to
have a bank account to sign up for the card. There is no credit check or
minimum balance requirement.
1.2 WHAT TYPE OF FEDERAL PAYMENTS CAN I HAVE ON THE DIRECT EXPRESS® CARD
ACCOUNT?
Federal Agency Federal Agency
* Coast Guard
U.S. Coast Guard
* Defense Finance and Accounting
* DFAS Annuitant Pay
* DFAS Retired Military Pay
* DFAS Former Spouse Pay
* Department of Labor
* Black Lung
* Federal Employee Workers Comp
* Long Shore and Harbor Workers Comp
* Energy
* Office of Personnel
* Civil Service Retirement/Annuity
* Civil Service Survivor/Annuity
* Railroad Retirement Board
* Railroad Retirement Annuity
* Railroad Retirement Unemployment/Sickness
* Social Security Administration
* Social Security Retirement
* Supplemental Security Income
* U.S. Department of the Treasury
DC Pension
* Veterans Affairs
* Veterans Compensation and Pension
* Veterans Education MGIB
* Veterans Education/Selected Reserve
* Veterans Vocational Rehab and Employee
* Chapter 33 - VA EDU Post 911 - Post 911 GI Bill
* Chapter 35 - VA DEP EDU ASST - Dependents
* Education Assistance Program
* Chapter 1607 - VA EDUCTN REAP - Reserve
* Education Assistance
* Veterans Health Administration
* Veterans Health Administration
* Compensated Work Therapy
* Veterans Medical Research
2. 1.3 HOW DOES THE DIRECT EXPRESS® CARD WORK?
When you sign up to receive your federal benefits on the Direct Express®
card, you will receive your payment every month without having to worry
about cashing your check or having it lost or stolen. Instead of receiving
a check, your money will be automatically deposited to your Direct Express®
card account on payment day. You can use your card to make purchases at
stores that accept Debit MasterCard®, withdraw cash from Automated Teller
Machines (ATMs), and get cash back when you make purchases. You can also
use your debit card online to make payments and to also buy money orders at
the U.S. Post Office.
1.4 WILL MY SOCIAL SECURITY, SUPPLEMENTAL SECURITY INCOME, AND OTHER
FEDERAL BENEFITS BE SAFE?
Yes, with the Direct Express® card, your money is FDIC-insuredOpens in new
window up to the maximum legal limit. In addition, the consumer protections
required by Regulation E (12 CFR 1005) and MasterCard® Zero LiabilityOpens
in new window (exceptions may apply), protects you against unauthorized use
of your card. When promptly reported, this will apply to your debit card
account. Finally, if your card is lost or stolen, it will be replaced upon
request.
1.5HOW IS THE DIRECT EXPRESS® DEBIT CARD DIFFERENT FROM A CREDIT CARD?
You can only use your Direct Express® debit card if you have money in your
account. The full amount of your purchase is debited from your card account
at the time of the purchase or very soon thereafter. The Direct Express®
card does not provide a line of credit. With a credit card, you use a card
to borrow money to make purchases and pay back the credit card company in
part or in full every month.
1.6WHAT ARE THE BENEFITS OF THE DIRECT EXPRESS® CARD?
The Direct Express® card gives you the advantages of direct deposit even if
you don't have a bank account.
* It's Safe: No need to carry large amounts of cash and no risk of lost or
stolen checks.
* It's Easy: Your money is automatically deposited to your card account on
payment day each month. You won't have to wait for the mail to arrive.
* It's Convenient: You can make purchases anywhere Debit MasterCard® is
accepted and get cash back at retail locations, banks and credit unions,
and ATMs throughout the world.
3. 2. ENROLLMENT
2.1 HOW DO I SIGN UP FOR THE DIRECT EXPRESS® CARD?
Signing up is quick and easy. If you are currently receiving federal
benefit payments such as Social Security or Supplemental Security Income,
call the Direct Express® card enrollment center toll free at 1 (800)
333-1795 or visit your local federal paying agency.
2.2 HOW DO I ACTIVATE MY DIRECT EXPRESS® CARD?
When you receive your Direct Express® card in the mail, call the Direct
Express℠ card Customer Service Department number listed on the back of your
card to activate your card.
2.3 DO I NEED TO GIVE MY FEDERAL PAYING AGENCY MY CARD INFORMATION IN ORDER
TO RECEIVE BENEFITS?
No. After you sign up for the card, Direct Express® will notify the Social
Security Administration and other federal paying agencies that you have a
Direct Express® debit card account and will provide the agency the
information it needs to send your benefit payments to your account.
2.4 I AM A REPRESENTATIVE PAYEE WHO RECEIVES SOCIAL SECURITY BENEFITS FOR
SOMEONE ELSE. CAN I SIGN UP FOR A DIRECT EXPRESS® CARD?
Yes, just call 1 (800) 333-1795 or sign up at your local federal paying
agency office.
2.5 I AM A REPRESENTATIVE PAYEE WHO RECEIVES SOCIAL SECURITY BENEFITS ON
BEHALF OF MORE THAN ONE PERSON. CAN I RECEIVE ALL OF THE BENEFITS ON ONE
DIRECT EXPRESS® CARD?
The Direct Express® card offers representative payees the option of
receiving benefits on behalf of more than one person on one Direct Express®
card or signing up for a separate Direct Express® card for each
beneficiary. As a representative payee, you are responsible for complying
with Social Security Administration's rules related to holding funds for
more than one beneficiary. Please contact the Social Security
Administration to learn the rules related to holding funds for more than
one beneficiary or call toll free 1 (800)772-1213. (TTY users can call 1
(800) 325-0778.)
2.6 I AM A REPRESENTATIVE PAYEE WHO RECEIVES ANOTHER TYPE OF FEDERAL
BENEFIT PAYMENT ON BEHALF OF SOMEONE ELSE. CAN I SIGN UP FOR A DIRECT
EXPRESS® CARD?
Each Federal benefit agency has different rules in place for representative
payees, including enrollment for the Direct Express® card. Please contact
your paying agency to determine if they allow payments for representative
payees.
2.7 ARE FEDERAL BENEFIT RECIPIENTS RESIDING IN A HEALTHCARE FACILITY
ELIGIBLE FOR THE DIRECT EXPRESS® CARD?
The Direct Express® card program is designed for individual benefit
recipients or a benefit recipient that has been assigned a personal
Representative Payee. A Direct Express® card account cannot be opened for
an agency or company who has been appointed as a Representative Payee,
Guardian or Conservator.
2.8 CAN RECIPIENTS WHO HAVE A DIRECT EXPRESS® CARD SWITCH TO A TRADITIONAL
CHECKING OR SAVINGS ACCOUNT AND RECEIVE THEIR PAYMENT BY DIRECT DEPOSIT?
Yes. You may close your Direct Express® card account at any time at no
charge by calling the Direct ExpressSM card Customer Service Department
number listed on the back of your card. Before closing your Direct Express®
card account, you will need to separately enroll in direct deposit to avoid
any delays with receiving future benefit payments. To enroll in direct
deposit, contact your local federal benefit agency.
2.9 CAN I SIGN UP FOR THE DIRECT EXPRESS® CARD EVEN IF I HAVE A BANK
ACCOUNT?
Yes, anyone receiving federal benefits can sign up for the card. However,
if you have a bank account, please consider signing up for direct deposit.
To enroll in direct deposit, call Treasury's Go Direct® helpline toll free
at 1 (800) 333-1795, or visit www.GoDirect.govOpens in new window. You may
also sign up for direct deposit through your federal paying agency, your
bank or credit union.
2.10 I PLAN TO RETIRE IN THE NEAR FUTURE. CAN I REQUEST A DIRECT EXPRESS®
CARD AS SOON AS I SIGN UP FOR MY SOCIAL SECURITY BENEFITS?
You can sign up for the Direct Express® card when you apply for Social
Security benefits. You can also request Direct Express® card after you
receive your first benefit check by contacting the Direct Express® card
enrollment center at 1 (800) 333-1795 (toll-free) to sign up for the card.
2.11 WHAT ARE MY OPTIONS IF THE DIRECT EXPRESS® CARD IS JUST NOT FOR ME?
You have nothing to lose by signing up for a Direct Express® card. While we
believe that you will like your Direct Express® card, if you don't like it,
you may close your card account at any time at no charge by calling the
Direct Express℠ card Customer Service Department number listed on the back
of your card. Before you close your Direct Express® card account, you will
want to spend any money remaining on the card account. You can make
purchases, withdraw your money at an ATM, get cash-back with purchase at
retail stores, or visit any bank or credit union that displays the
MasterCard® acceptance mark and get cash from a teller. If you have a bank
account, you will need to separately enroll in direct deposit to avoid any
delays with future payments. To enroll in direct deposit, contact your
local federal benefit agency.
4. 3. FEES
3.1 HOW MUCH DO I HAVE TO PAY FOR THE DIRECT EXPRESS® CARD?
Most services are free. There is no cost to sign up for the card and there
are no monthly fees. While there are fees for a limited number of optional
transactions, it is possible to use the card for free. The complete fee
table is listed below:
Standard Free Services Service Fee Purchases at U.S. merchant locations
Free Cash-back with purchase Free Automatic deposit notification* Free
Automatic low balance notification* Free Web account access Free ATM
balance inquiry Free ATM denial Free Customer Service calls Free Cash from
bank tellers Free Card replacement - One per year Free Mobile Application -
manage your Direct Express account; convenient, secure (for Android and
Apple devices) Free ATM cash withdrawal in the U.S. including the District
of Columbia, Guam, Puerto Rico, and U.S. Virgin Islands (surcharge by ATM
owner may apply) One(1) free withdrawl with each deposit to your Card
Account**
*The cardholder can request this service any time after receiving the debit
card.
** For each federal government deposit to your card account, Direct
Express® will waive the fee for one ATM cash withdrawal in the U.S. The fee
waiver earned for that deposit expires on the last day of the following
month in which the deposit was credited to the card account.
The ONLY Fees You Can Be Charged Optional Service Service Fee ATM cash
withdrawal in U.S. including the District Columbia, Guam, Puerto Rico, and
U.S. Virgin Islands (after free transactions are used a surcharge by ATM
owner may apply) $0.85 each withdrawal (after free transactions are used)
$0.85 each withdrawal (after free transactions are used) Direct Express
Cash Access $0.85 per transaction *** Monthly paper statement mailed to you
$0.75 each month Funds transfer to a personal U.S. bank account $1.50 each
time Card replacement $4.00 after one (1) free each year Expedited delivery
of replacement card $13.50 each time ATM cash withdrawal outside of the
U.S. - Surcharge by ATM owner may apply $3.00 plus 3% of amount withdrawn
Purchase at merchant locations outside of the U.S. 3% of purchase amount
***Available at the Walmart Money Services or Walmart Customer Service Desk
for stores located in the U.S. No additional Walmart fees apply. Additional
authorized retailers may be offered in the future.
3.2 HOW DO I AVOID TRANSACTION FEES WHILE USING MY DIRECT EXPRESS® CARD?
* We encourage you to look closely at the fee summary above so you can be
sure to use your card wisely and avoid fees whenever possible.
* Use a Direct Express® card surcharge-free network ATM to make your one
free withdrawal. For subsequent withdrawals, use a Direct Express®
card surcharge-free network ATM to reduce the amount of fees that you
pay.
* Use your Direct Express® card at stores and retail locations to pay
for purchases instead of getting cash at an ATM.
* Make a purchase using your PIN, at many places, especially grocery
stores you can also get cash back for free.
* Go to any bank or credit union that displays the MasterCard®
acceptance mark and get cash from a teller free of charge.
* Use your Direct Express® card to buy money ordersOpens in new window
at the U.S. Post Office and other locations that accept Debit
MasterCard®.
Example: Mary receives Social Security benefits in the amount of $845
month. From those funds, she needs to pay the following:
Rent $500.00 Food $200.00 Medicine $25.00 Gas $30.00 Utilities $45.00 Cash
$45.00 TOTAL $845.00
To keep her Direct Express® card costs low, Mary could use her Direct
Express® card as follows:
* Rent and Utilities
* Buy money orders at any U.S. Post Office. Mary would only pay a fee to
the Post Office for the money orders.
* Use her Direct Express® card without paying any fee if her landlord
and utility company accepts Debit MasterCard®.
* Food, Medicine, and Gas
* Make purchases using the Direct Express® card, without paying a fee,
at retail locations that accept Debit MasterCard®
* Cash
* Get cash-back at the grocery store, without paying a fee, when she
uses her Direct Express® card with her PIN to pay for her groceries.
* Withdraw money from a Direct Express® card surcharge-free network ATM.
Go to any bank or credit union that displays the MasterCard®
acceptance mark and get cash from a teller free of charge.
3.3 HOW DOES MY FREE ATM CASH WITHDRAWAL WORK?
You will get one free ATM cash withdrawal in the United States for every
federal benefit deposited to your Direct Express® card account. Your free
withdrawal is good through the last day of the following month in which the
deposit was credited to your Direct Express® card account. For example, if
you receive a $300 deposit on May 3, you may use your one free ATM cash
withdrawal at any time from May 3 through June 30. As always, surcharge
fees by the ATM owner may apply.
3.4 IS THERE A FEE TO USE THE ATM?
If you are using your card at an ATM outside the surcharge free network,
the owner/operator may charge you a fee. The fee is often referred to as a
surcharge or ATM owner fee. You may refuse the fee and go to another ATM,
or accept the fee, which will be charged to your card account. The
surcharge fee is charged to you in addition to any fee that Direct Express®
may charge when you use the Direct Express® card to withdraw cash at an
ATM. Neither the Department of the Treasury nor Direct Express® has any
control over what the ATM owner will charge you. To avoid or keep your ATM
fees low, we suggest that you review the tips on how to use your Direct
Express® card at retail locations to make purchases and get cash back for
free.
3.5 HOW DO I FIND A SURCHARGE FREE NETWORK?
The Direct Express® card surcharge-free ATM network offers surcharge free
ATM access at approximately 75,000 ATMs throughout the country including
Comerica Bank, Charter One, Privileged Status, Alliance One, PNC Bank,
MasterCard® ATM Alliance, and MoneyPass. To find an ATM near you, please
visit the Direct Express® card website at www.USDirectExpress.comOpens in
new window or by calling the Direct Express® card Customer Service
Department number listed on the back of your card. Or simply look for ATMs
with any of the following logos:
Mastercard® ATM Alliance Location Search Instructions.
* Input city, State, and Zipcode in field box
* Click "View More Options"
* Select "Features - Optional"
* Click "Surcharge Free Alliance"
* Select "All Surcharge Free"
* Click on "Find" button to begin search
* Opens in new window
* Opens in new window
* Opens in new window
* Opens in new window
* Opens in new window
* Opens in new window
* Opens in new window
ATMs with these logos will not charge a surcharge fee. Although you may use
your Direct Express® card at any ATM that accepts Debit MasterCard®, only
ATMs with these logos will not charge a surcharge. For other ways to avoid
ATM fees, we suggest that you review the tips in Section 3.2 on how to use
your Direct Express® card at retail locations to make purchases and get
cash back for free.
3.6 WHAT IF I DON'T LIVE NEAR A DIRECT EXPRESS® CARD SURCHARGE-FREE NETWORK
ATM?
You can:
* Get cash back for free when you make purchases at many retail locations
or
* Go into any bank or credit union that displays the MasterCard®
acceptance mark and get cash from a teller free of charge.
3.7 HOW MUCH WILL PEOPLE BE CHARGED FOR GOING TO AN OUT-OF-NETWORK ATM?
Surcharge fees for cash withdrawals made out of the Direct Express® card
surcharge-free network will vary and will depend on the ATM owner's
policies. Typically, an ATM will notify you about any surcharge before
processing your transaction and give you the option to cancel. It's
important to remember that while Direct Express® cardholders are allowed
one free ATM cash withdrawal for each payment they receive, out-of-network
ATM owner surcharges may still apply. To locate an in network ATM,
cardholders can visit www.USDirectExpress.comOpens in new window, call the
Direct Express® toll free Customer Service Department number listed on the
back of your card, or find on your Direct Express® Mobile App.
5. 4. ATM QUESTIONS
4.1 HOW DO I GET CASH AT AN ATM WITH MY CARD?
When using your card at an ATM, insert the debit card and enter your PIN.
Choose either the checking or savings button on the ATM. Select "Cash
Withdrawal." Enter the amount of cash needed and press "Enter." Don't
forget to take your card and receipt.
4.2 WHAT IS THE DIRECT EXPRESS® CARD SURCHARGE-FREE ATM NETWORK?
The Direct Express® card surcharge-free ATM network offers surcharge-free
ATM access at approximately 75,000 ATMs throughout the country including
Comerica Bank, Charter One, Privileged Status, Alliance One, PNC Bank,
MasterCard® ATM Alliance, and MoneyPass.
4.3 WHERE CAN I FIND DIRECT EXPRESS® CARD NETWORK ATMS?
To find an ATM near you, please visit the Direct Express® card website at
www.USDirectExpress.comOpens in new window or by calling the Direct
Express® card Customer Service Department number listed on the back of your
card. Or simply look for ATMs with any of the following logos. Remember you
can also make purchases and get cash back with your Direct Express® card
account for no fee.
Mastercard® ATM Alliance Location Search Instructions.
* Input city, State, and Zipcode in field box
* Click "View More Options"
* Select "Features - Optional"
* Click "Surcharge Free Alliance"
* Select "All Surcharge Free"
* Click on "Find" button to begin search
* Opens in new window
* Opens in new window
* Opens in new window
* Opens in new window
* Opens in new window
* Opens in new window
* Opens in new window
4.4 WHAT IS THE MAXIMUM AMOUNT OF CASH I CAN WITHDRAW FROM AN ATM WITH MY
DIRECT EXPRESS® CARD?
Direct Express® does not impose a daily limit for ATM withdrawals. However,
many ATM owners do set limits and you may withdraw up to the maximum amount
allowed by the ATM owner. ATM owner's daily ATM withdrawal limits typically
range from $200 to $1,000.
4.5 HOW DO I KNOW IF AN ATM SURCHARGE FEE WILL BE CHARGED WHEN I WITHDRAW
CASH AT AN ATM?
When you withdraw cash at an ATM outside the Direct Express® card
surcharge-free ATM network, the ATM owner must provide a notice before you
have to pay the fee. You will receive the notice at the ATM and then be
given the choice of continuing or canceling the transaction. If you choose
to continue, you will receive your cash and the fee will be deducted from
your debit card account. If you choose to cancel the transaction, you will
not receive your cash and you will not be charged any fees.
4.6 WHAT IF I CAN'T FIND AN ATM OR MY ATM IS "OUT OF ORDER"?
To find a Direct Express® card network ATM near you, visit the Direct
Express® website www.USDirectExpress.comOpens in new window, locate on your
Direct Express® Mobile App, or call the toll free Customer Service
Department number on the back of your card. If the ATM is out of order,
there are other ways to use your Direct Express® card to get cash for free.
For example, at no cost, you may use your card to get cash back when you
make a purchase at any merchant who accepts Debit MasterCard® or you may
get cash at a bank or credit union. You may also use your card at no cost
to make purchases at retailers or online where the card is accepted.
6. 5. CUSTOMER SERVICE
5.1 WHO DO I CALL IF I HAVE QUESTIONS ABOUT HOW TO USE MY DIRECT EXPRESS®
CARD?
If you have questions about your Direct Express® card, you may call the
Direct Express® card toll free Customer Service Department number on the
back of your card or visit www.USDirectExpress.comOpens in new window.
5.2 WHAT IF MY DIRECT EXPRESS® CARD IS LOST OR STOLEN?
If your Direct Express® Card is lost or stolen, immediately call the Direct
Express® card toll free Customer Service Department number on the back of
your card. A customer service representative will assist you and a new card
will be sent to you. Refer to question 3.1. Replacement card fees may
apply.
5.3 HOW LONG WILL IT TAKE TO RECEIVE A REPLACEMENT CARD IF REPORTED LOST OR
STOLEN?
If your Direct Express® card is lost or stolen, immediately call the Direct
Express® card toll free Customer Service Department number on the back of
your card. Replacement card will arrive by standard mail within 7 to 10
days.
5.4 WHO SHOULD I NOTIFY IF I CHANGE MY MAILING ADDRESS?
If you move or change your address, call the Direct Express® card toll free
Customer Service Department number on the back of your card. You will need
to separately notify the federal paying agency about your new address.
Direct Express® does not provide this information to any federal agency.
5.5 WHAT IF I DON'T AGREE WITH MY BALANCE OR ONE OF MY TRANSACTIONS?
If you have a question about your balance or a transaction, you should
immediately call the Direct Express® card toll free Customer Service
Department number on the back of your card to find out how to dispute a
transaction.
5.6 CAN I HAVE A MONTHLY PAPER STATEMENT MAILED TO ME?
Yes. You may request that a paper statement be automatically mailed to you
each month. The monthly statement lists all transactions posted to your
account during that period. There is a fee of $0.75 per month for receiving
the automated paper statement. To request a paper statement, call the
Direct Express® card Customer Service Department toll free Customer Service
Department number on the back of your card. You can also visit. You can
also visit www.USDirectExpress.com to view your transaction history online
at no cost.
5.7 CAN I CLOSE MY ACCOUNT AND WITHDRAW MY MONEY?
Yes. You may close your card account at any time at no charge by calling
the Direct Express® card toll-free Customer Service Department number on
the back of your card. You can withdraw your money at an ATM machine, by
obtaining cash-back at a retail location, or by visiting any bank or credit
union that displays the MasterCard® acceptance mark and get cash from a
teller. Please note that fees may apply depending upon how you use your
card.
5.8 IS CUSTOMER SERVICE AVAILABLE IN LANGUAGES OTHER THAN ENGLISH?
Yes. Direct Express® offers both English and Spanish support through its
automated telephone service or through its customer service
representatives. Callers may choose to speak with a customer service
representative in either language. In addition, Direct Express® provides
real-time free interpreter services in virtually any language a caller
requests.
7. 6. USING YOUR DIRECT EXPRESS® CARD
6.1 HOW DO I MAKE PURCHASES WITH MY CARD?
Simply present your card when paying. You can make purchases using your
Direct Express® card, free of charge, anywhere Debit MasterCard® is
accepted. When you are making your purchase, you will authorize the
retailer to debit your card account by signing your name or by entering
your personal identification number (PIN) at the Point of Sale (POS). The
money is automatically deducted from your account. You may also ask for
"cash back" with your purchase at many merchant locations.
6.2 WHERE CAN I USE MY DIRECT EXPRESS® CARD?
You can use your Direct Express® card whenever you need to, 24 hours a day,
7 days a week, to get cash at ATM machines worldwide that display the
MasterCard® acceptance mark (see question 3.1 for information about fees
that may apply). You can also use your Direct Express® card to make
purchases and get cash back at retail locations that display the
MasterCard® acceptance mark, such as grocery stores, gas stations,
restaurants, and convenience stores. You can use your Direct Express® card
online to pay bills and make Internet purchases. You can call the Direct
Express® card toll free Customer Service Department number on the back of
your card if you have questions on where to use your card.
6.3 HOW DO I CHECK MY BALANCE ON MY DIRECT EXPRESS® CARD?
It is important that you keep track of your deposits and how much you spend
using your Direct Express® card. You can obtain balance information at no
cost by calling the Direct Express® card toll-free Customer Service
Department number on the back of your card, You can view your account
information at www.USDirectExpress.comOpens in new window or on the Direct
Express® Mobile App. Balance information can also be obtained at any ATM
that displays the MasterCard® acceptance mark, at no cost.
6.4 CAN I PAY MY BILLS OR PAY FOR INTERNET PURCHASES WITH MY DIRECT
EXPRESS® CARD?
Yes, if a merchant accepts Debit MasterCard®, you can use your Direct
Express® card to pay bills and make Internet purchases. You can also use
your Direct Express® card to buy money ordersOpens in new window at the
U.S. Post Office or other locations that accept the card.
6.5 WHAT IS A PIN?
Your personal identification number (PIN) is a number you choose when you
activate your card. Your PIN is a four-digit number that you enter on the
keypad at ATMs and retail locations when you use your card.
6.6 CAN I CHANGE MY PIN?
Yes. You may change your PIN by calling the Direct Express® card toll-free
Customer Service Department number on the back of your card.
6.7 WHAT IF I FORGET MY PIN?
You should call the Direct Express® Card toll-free Customer Service
Department number on the back of your card.
6.8 DO I ALWAYS NEED TO USE MY PIN? CAN I USE MY CARD WITHOUT A PIN?
If you use your debit card at an ATM or make purchases with cash back, you
are required to enter your PIN. If you make purchases at stores,
restaurants or any other merchant, the use of your PIN is optional. When
asked if "debit" or "credit", select "credit" to make a purchase without
using your PIN. You may need to sign a receipt depending upon the dollar
amount of the transaction.
6.9 HOW CAN I PROTECT MY PIN?
Try to choose a PIN that you can memorize and that would be difficult for
someone to guess. Avoid writing down your PIN and never give out your PIN
to anyone.
6.10HOW DOES THE FREE DEPOSIT NOTIFICATION WORK?
After you sign up for the free Deposit Notification service, Direct
Express® will send a notice to you by phone, email, or text message each
time a federal benefit is deposited to your debit card account. In
addition, the free DX℠ Mobile App can also be used to track payments and
transactions.
6.11HOW DOES THE FREE LOW BALANCE ALERT WORK?
After you sign up for the free Low Balance Alert, Direct Express® will send
a notice to you by phone, email, or text message whenever your debit card
account balance reaches an amount lower than the amount you choose. The low
balance notice does not affect your use of the card, but does let you know
that the balance is getting low. For example, if you set your Low Balance
Alert to $50, you will receive a notice when your account balance reaches
$50. In addition, the free Direct Express® Mobile App can be used to track
payments and transactions.
6.12HOW DO I GET CASH AT A BANK TELLER WINDOW?
There is no fee to withdraw cash at a MasterCard® member bank location.
When using your card at the bank teller window, present your card and tell
the cashier the amount of cash you wish to receive. You may be asked to
show identification and sign a receipt. If the bank teller has any
questions, he or she may call the toll-free Customer Service Department
number on the back of your card.
6.13CAN I GET CASH WHEN I NEED IT WITH MY DIRECT EXPRESS® CARD?
Yes. You can get cash at any ATM location that displays the MasterCard®
acceptance mark. You can also get "cash back" with your purchase at many
retail stores and other merchants when you use your debit card at retail
locations that display the MasterCard® acceptance mark. You can go to any
bank or credit union that displays the MasterCard® acceptance mark and get
cash back for free.
6.14CAN I TRANSFER MONEY FROM THE DIRECT EXPRESS® CARD TO A CHECKING OR
SAVINGS ACCOUNT?
Yes. You may transfer funds from your Direct Express® card account to a
personal U.S. bank account. A fee of $1.50 will be deducted from your
Direct Express® card account for each transfer made. To transfer funds,
call the Direct Express® Card toll-free Customer Service Department number
on the back of your card or visit the web www.USDirectExpress.comOpens in
new window. Please refer to your Terms of Use for additional information
about transferring funds to a personal U.S. bank account.
6.15CAN I ADD MY OWN MONEY TO THE DIRECT EXPRESS® CARD?
No. You cannot deposit personal funds onto this card. The card will only
accept funds paid to you by the federal government.
6.16CAN I USE MY CARD TO PAY RENT?
You can use your Direct Express® card to pay your rent if your landlord
accepts a MasterCard® debit card as a payment option. It is recommended
that you check with your landlord or company if they will accept your debit
card.
6.17CAN I USE MY CARD TO BUY MONEY ORDERS?
Yes. You can use your debit card to buy money ordersOpens in new window at
any U.S. Post Office or wherever Debit MasterCard® is accepted.
6.18CAN I USE MY CARD TO BUY GAS? CAN I PAY AT THE PUMP OR DO I NEED TO PAY
THE CASHIER?
You can use your Direct Express® card to buy gas, but only by paying the
cashier. If you try to use your card to pay for your gas at the pump, you
will be instructed to see the attendant. Cardholders must go inside the gas
station to pay for their gas with the Direct Express® debit card. This
offers cardholders convenience of purchasing fuel with the debit card but
without the risk of overdrawing the debit card account, which can sometime
occur when you pay for gas with a debit card at the pump.
6.19CAN I USE MY CARD TO RENT A CAR?
Some rental car companies will allow you to use your Direct Express® card
to pay. You should be aware that the company will often put an
"authorization hold" on the debit card during the rental period, usually
between $300 and $500. You will not be able to use the amount of money
placed on hold by the rental car company until the unused funds are
returned to your account after you return the car. Cardholders should be
aware that it may take up to two weeks for the funds to be released back to
your card account.
6.20CAN A MERCHANT/RETAILER BLOCK OR PUT A HOLD ON MY CARD ACCOUNT?
In some cases, a merchant may place a "hold" on a debit or credit card
account in an amount to cover the entire estimated cost of transaction,
sometimes for up to 72 hours. This practice is typically used by hotels,
rental car companies, gas stations, and other merchants who block in
advance for more than the actual cost of the transaction. This practice is
determined independently by each merchant as a way to limit their risk when
accepting any debit or credit card payment.
6.21HOW CAN I AVOID BLOCKING OR HOLDS?
Direct Express® cardholders may avoid such instances by not using the card
to reserve hotel rooms or rental cars unless the card account has a balance
sufficient to cover the hold. Although certain gas stations may put a hold
on pay-at-the-pump debit card payments, where valid ID and a signature are
not required for payment. Direct Express® cardholders may avoid such
practices by simply paying the cashier in person.
When you check into a hotel or rent a car - or if a restaurant or other
business asks for your debit card in advance of service - ask if the
company is "blocking". Also ask how much will be blocked, how the amount is
determined, and how long the block remains in place. Consider paying hotel,
motel, rental car, or other "blocked" bills with the same debit card you
used at the beginning of the transaction. Ask the clerk when the prior
block will be removed. If you pay with a different card, by cash, or by
check, remind the clerk you are using a different form of payment and ask
them to remove the prior block promptly.
6.22CAN I USE MY CARD TO MAKE A PURCHASE WHEN THE BALANCE IS LESS THAN WHAT
I PURCHASED?
You can use your Direct Express® card to make a payment towards your
purchase even if the remaining balance on the card is less than the
purchase price. Tell the cashier that your Direct Express® card should be
used for a set amount and that you will pay the rest of the balance with
cash, check, or another card. Example: You buy groceries for $50, but your
card only has $48.22 left on it. Tell the cashier to use your Direct
Express® card to pay $48.22 and that you will pay the remaining $1.78 in
cash (or some other form of payment).
6.23CAN I GET A LOAN OR CASH ADVANCE FROM THE DIRECT EXPRESS® CARD?
No. Funds are not available for use until the federal benefit payment is
deposited to your card account.
6.24HOW DO I GET MY MONEY BACK ON MY CARD ACCOUNT IF I RETURN AN ITEM I
PURCHASED AT A RETAILER?
Once you have brought back the merchandise along with the purchase receipt
to the retailer, the refund process will begin. It may take up to 30 days
for the refund to be credited back to your card account.
8. 7. PRIVACY/PROTECTION
7.1WILL THE GOVERNMENT KNOW WHAT I BUY OR HAVE ACCESS TO MY ACCOUNT?
No. Under Federal law (the Right to Financial Privacy ActOpens in new
window), the federal government is not allowed to ask Direct Express® for
information about your card account and Direct Express® is not allowed to
give the government information about your card account without your
written permission, except under very limited circumstances.
7.2WILL MY PERSONAL INFORMATION BE KEPT CONFIDENTIAL?
Yes. Federal paying agencies, the Department of the Treasury and Direct
Express® each has a role in the delivery of your federal benefit payment to
your Direct Express® card and each entity has a privacy policy which sets
out how it will use your information. You can check with your federal
paying agency's website or local office for their privacy policies. The
Direct Express® privacy policy may be found at www.USDirectExpress.comOpens
in new window. The Treasury Department does not receive any of your
personal information.
7.3WHAT HAPPENS TO MY ACCOUNT IF I DIE?
If you die while you are a Direct Express® cardholder, your account will
not be closed until Direct Express® is notified about your death. In the
event of your death, a family member or friend should immediately notify
the Direct Express® Customer Service Department by calling the toll free
number on the back of your card. Some of the funds on your card may need to
be returned to the federal paying agency. Any other funds on your card will
be distributed in accordance with the laws of your state.
7.4CAN FUNDS ON MY DEBIT CARD ACCOUNT BE ATTACHED OR GARNISHED BY
CREDITORS?
Social Security benefit payments are generally protected from attachment or
garnishment under federal law. This means that your creditors do not have
the right to have these funds taken out of your account. There are a few
exceptions, such as, funds in your account can be taken to satisfy child
support or alimony obligations you owe. Supplemental Security Income
benefits are not subject to garnishment of any kind. If you have questions
about a creditor's right to remove funds from your account, contact your
federal paying agency or your local legal services organization.
7.5IF MY CARD IS LOST OR STOLEN, IS MY MONEY PROTECTED?
Yes, Tell us at once if you believe your Card or PIN has been lost or
stolen. Telephoning us at the Customer Service number is the best way of
keeping your possible losses down. You could lose all the money in your
Card Account. If you tell us within two Business Day, you can lose no more
than $50 if someone used your Card or PIN without your permission. If you
do NOT tell us within two (2) Business Days after you learn of the loss or
theft of your Card or PIN, and we can prove that we could have stopped
someone from using your Card or PIN without your permission if you had told
us, you could lose as much as $500.
Also, if the written Transaction history or other Card Transaction
information provided to you shows transfers that you did not make, tell us
at once. If you do not tell us within 120 days after the transfer allegedly
in error was credited or debited to your Card Account, you may not get back
any money you lost after the 120 days, if we can prove that we could have
stopped someone from taking the money if you had told us in time. If a good
reason (such as a long trip, a hospital stay, or the illness of a family
member) kept you from notifying us, we will extend the time periods.
9. 8. INTERNATIONAL USE OF THE DIRECT EXPRESS® CARD
8.1 I RECEIVED FEDERAL BENEFITS AND LIVE OUTSIDE OF THE UNITED STATES. CAN
I SIGN UP FOR THE DIRECT EXPRESS® CARD?
Yes. If you live outside the United States, you can sign up for Direct
Express Card® by calling the enrollment center toll free at 1 (800)
333-1795. See question 5.8 for information about the languages available
when you contact the Customer Service Department. See question 3.1 for
information about fees that apply to transactions made outside the United
States.
8.2 HOW DO I REACH CUSTOMER SERVICE IF I LIVE OUTSIDE THE UNITED STATES?
When calling the Customer Service Department from outside the United
States, you should call 1 (765) 778-6290 (collect), or visit the Direct
Express® website at www.USDirectExpress.comOpens in new window. See
question 5.8 for information about the languages available when you contact
Customer Service.
8.3 CAN I USE THE DIRECT EXPRESS® CARD OUTSIDE THE UNITED STATES?
Yes. You can use your Direct Express® card outside the United States,
wherever Debit MasterCard® is accepted. See question 3.1 for information
about fees that apply when you withdraw cash or use your card to make
purchases outside the United States. The United States includes:
* All 50 states
* District of Columbia
* Guam
* Puerto Rico
* US Virgin Islands
Surcharge fees may apply when using your card at an ATM outside the United
States or in a location that does not offer a large Direct Express® ATM
network at this time (for example, Puerto Rico).
8.4 CAN I TRANSFER FUNDS FROM MY DIRECT EXPRESS® CARD TO A BANK OR CREDIT
UNION ACCOUNT OUTSIDE THE UNITED STATES?
No. At this time, you cannot use your Direct Express® card to transfer
funds from your Direct Express® card to a bank or credit union account
outside the United States. See question 6.14 for information on how to
transfer funds to an account located within the United States.
10. 9. THE U.S. DEPARTMENT OF THE TREASURY ENCOURAGES RECIPIENTS TO CONSIDER
THE DIRECT EXPRESS®
9.1 WILL THE U.S. DEPARTMENT OF THE TREASURY MANDATE THE USE OF THIS CARD
FOR BENEFIT RECIPIENTS WHO CURRENTLY USE PAPER CHECKS AND DON'T HAVE A
CHECKING OR SAVINGS ACCOUNT?
The U.S. Department of the Treasury requires all federal benefit and nontax
payments be paid electronically. Anyone applying for benefits, must choose
an electronic payment method at the time they apply for the benefit. Those
already receiving federal benefits by paper check must contact their paying
agency to switch to an electronic payment method. Benefit recipients can
choose to receive their payments by direct deposit to the bank or credit
union account of their choice or to a Direct Express® Debit MasterCard®
card account.
For more information, please visit www.GoDirect.govOpens in new window.
9.2 WHO IS ISSUING THE DIRECT EXPRESS® DEBIT MASTERCARD® CARD?
Comerica Bank is the U.S. Department of the Treasury's financial agent and
is the issuer of the Direct Express® Debit MasterCard® card.
11. 10. ADDITIONAL BENEFITS
10.1WHAT IS EMV AND WHY DOES MY DIRECT EXPRESS® CARD HAVE A CHIP?
EMV is the standard for payment cards worldwide. It uses microchip
technology to process transactions instead of the magnetic stripe on a
traditional payment card. Direct Express® is now using "chip" cards because
they are more secure than cards with magnetic stripes only. An executive
order dated October 17, 2014, requires all credit and debit cards that
carry government funds to move to the EMV standard. Your new card still has
a magnetic stripe. You will still be able to use it everywhere that accepts
Debit MasterCard®, even at merchants and ATMs that haven't updated their
card readers to the new standard yet.
10.2HOW DO I USE MY EMV DIRECT EXPRESS® CARD TO MAKE PURCHASES?
Just like your old card, you should swipe your Direct Express® card in the
magnetic stripe card reader. If a merchant is set up to do chip
transactions, the terminal will prompt you to insert (or "dip") the card
face up into the slot in the front of the terminal. Not every store will
have their machines updated yet to read the chip, but your card will still
work by using the magnetic stripe. When using the card's chip, you'll need
to leave your card in the reader until the transaction is complete. Be sure
to remember to take your card with you when done. Transactions you make
with your Direct Express® card online or over the phone will work the same
way as they do today.
10.3WILL I NEED TO ENTER MY PIN TO GET MY EMV CARD TO WORK?
Sometimes you will need to enter your PIN. Machines at stores that are able
to process the chip may prompt you to enter your PIN. At stores that aren't
set up to take chip card payments, the card's magnetic stripe will work and
you'll be given the option to process the transaction as "debit" or
"credit." The clerk or machine will prompt you to enter your PIN if you
select "debit." When it comes to ATM transactions, everything will be the
same: you'll still dip your card and enter your PIN. Be sure to call the
Direct Express® Customer Service Department Card toll-free Customer Service
Department number on the back of your card if you need to add or change the
PIN to your card.
10.4CAN I STILL USE MY OLD DIRECT EXPRESS® CARD?
No. Your new Direct Express® card with the chip will replace your old card.
Dispose of your old card by shredding or cutting it up once you receive
your new card.
10.5WHAT ARE THE BENEFITS OF EMV CHIP CARDS?
Chip cards have an additional layer of security and usually last longer
than magnetic stripe cards.
10.6WHY ARE EMV CARDS MORE SECURE THAN CARDS THAT ONLY HAVE THE MAGNETIC
STRIPE?
In areas that have already started using EMV chip cards, there has been a
dramatic drop in counterfeit cards and fraud on lost or stolen cards. Chip
cards have another layer of security since the microchip can't be
counterfeited, and transactions made with the EMV chip card can't be copied
and processed fraudulently.
10.7DO I STILL NEED TO SIGN THE BACK OF MY CARD?
Yes. You need to sign the back of the card for security purposes.
10.8WHAT ABOUT RECURRING PAYMENTS BILLED TO MY OLD DIRECT EXPRESS® CARD?
You must update your billers with your new card information (card number,
expiration date, and 3-digit security code) so your payments continue to
process without interruption.
10.9ARE THERE ADDITIONAL FEES FOR THE EMV CHIP CARD?
No. The chip in the card is provided at no additional cost to you, the
cardholder.
10.10WHAT SHOULD I DO IF MY DIRECT EXPRESS® EMV CARD IS LOST, STOLEN, OR IF
I NOTICE UNUSUAL ACTIVITY ON MY ACCOUNT?
Even though the chip in the EMV card adds a layer of security to your
Direct Express® card account, call the Direct Express® Customer Service
Department number listed on the back of your card immediately to report a
loss, theft, or unusual activity.
12. 11. DIRECT EXPRESS® MOBILE APP
11.1WHAT IS THE DIRECT EXPRESS® MOBILE APP?
The Direct Express® Mobile App provides a convenient and safe way to manage
your money securely from your mobile device.
11.2HOW DO CARDHOLDERS GET THE DIRECT EXPRESS® MOBILE APP?
Direct Express® cardholders can download the app from the iTunes® (Apple®)
and Google Play™ (Android™) stores.
11.3IS THERE A CHARGE FOR THE DIRECT EXPRESS® MOBILE APP?
The Direct Express® Mobile App is free from the iTunes and Google Play™
stores. Data network usage charges may apply. Fees may also apply for
international use.
11.4WHAT ARE MY SMARTPHONE REQUIREMENTS?
The Direct Express® Mobile App runs on iPhones® with an operating system of
7.0 or higher and Android ™ operating system of 4.0 or higher.
11.5HOW TO REGISTER/ACTIVATE MY CARD AND/OR SIGN IN INTO MY MOBILE APP
ACCOUNT?
Helpful hints and setup assistance are available at Mobile App Set-upMobile
App Set-up.
If you have already created your web login credentials, you can use the
same credentials to sign into your mobile app.
11.6WHAT DO I DO IF I NEED HELP USING THE DIRECT EXPRESS® MOBILE APP?
Once cardholders are registered and logged into the mobile app, a tutorial
is included to help users navigate through the app. There are frequently
asked questions (FAQs) and help menus on the app to assist users. Users can
also contact customer service for additional assistance.
11.7CAN CARDHOLDERS PUT THE DIRECT EXPRESS® MOBILE APP ON MORE THAN ONE
PHONE OR DEVICE?
Yes. You may install the app on multiple devices, however you will only
need to register on one device. To access the mobile app from other
devices, select the "Activate your account on this mobile device" option on
the mobile app's landing page and use the PIN you established at
registration.
11.8WHY IS MY SOCIAL SECURITY NUMBER AND OTHER PERSONAL INFORMATION
REQUIRED?
Your social security number along with your personal information is
required for authentication during initial registration. Direct Express®
requires your social security number when setting up an account and follows
privacy laws for your protection.
11.9WILL MY PERSONAL INFORMATION BE SAFE?
Yes. The secure registration process establishes a link between you and
your mobile device. During the registration process, the card number is
masked as it is entered and only the last four digits appear on the mobile
device. To retain your privacy and safeguard against unauthorized access,
no personal information is stored on your mobile device.
11.10IF I HAVE SEVERAL CARD ACCOUNTS, WHAT ARE MY OPTIONS FOR USING THE
DIRECT EXPRESS® MOBILE APP?
Representative payees who manage card accounts for adults and children can
use this mobile app to view transactions, check balance and edit each name
for each card account.
STILL HAVE A QUESTION?
Please contact us. We will answer back as quickly as possible.
* 1-866-606-3311 The best way to get answer faster.
* help@directexpress.com We are alwasy happy to help.
* FAQs
* Terms of Use
* Privacy Policy
* Contact Us
* ATM Locator
* Security Awareness
The Direct Express® Debit MasterCard® card is issued by Comerica Bank, pursuant
to a license by MasterCard International Incorporated. MasterCard® and the
MasterCard® Brand Mark are registered trade marks of MasterCard International
Incorporated. Direct Express® and the Direct Express® logo are service marks of
the U.S. Department of the Treasury, Bureau of Fiscal Service (used with
permission).
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