Direct Express® | Answers to your most common questions (2024)

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?

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 isFDIC-insuredup to the maximum legal limit. In addition, the consumer protections required byRegulation E (12 CFR 1005)andMasterCard®Zero Liability(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.

1.5 How 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.

1.6 What 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.

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 or register through the web portal/mobile app 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 Express® 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 visitwww.GoDirect.gov. 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.

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

*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

***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.

1. 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.
2. Use your Direct Express®card at stores and retail locations to pay for purchases instead of getting cash at an ATM.
3. Make a purchase using your PIN, at many places, especially grocery stores you can also get cash back for free.
4. Go to any bank or credit union that displays the MasterCard®acceptance mark and get cash from a teller free of charge.
5. Use your Direct Express®card tobuy money ordersat 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:

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 atweb.usdirectexpress.com, search using the mobile appor call 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 Zip Code 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

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 visitweb.usdirectexpress.com, search using the mobile app or 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.

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 atweb.usdirectexpress.comor 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 Zip Code 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

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®websiteweb.usdirectexpress.com, locate on yourDirect 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.

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 visitweb.usdirectexpress.com.

5.2 What if my Direct Express®card is lost or stolen?

If your Direct Express®Card is lost or stolen, you may request a replacement card through the website at web.usdirectexpress.com or through the mobile app. Or, 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, you may request a replacement card through the website at web.usdirectexpress.com or through the mobile app. Or, 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, you may request a replacement card through the website at web.usdirectexpress.com or through the mobile app or 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, visit the website at web.usdirectexpress.com, request through the mobile app or call the Direct Express®card toll free Customer Service Department number on the back of your card. You can also visitweb.usdirectexpress.comto 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.

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, 24 hours a day, 7 days a week, at 1 (888) 741-1115 (toll-free). You can view your account information atweb.usdirectexpress.comor 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 buymoney ordersat 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 through the website at web.usdirectexpress.com or through the mobile app. You may also 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.

6.10 How does the free Deposit alert work?

After you sign up for the free Deposit alert, Direct Express® will send an alert to you by email or text message each time a federal benefit is deposited to your debit card account. In addition, you can use the Direct Express® website or mobile app to track payments and transactions.

6.11 How does the free Balance Below alert work?

After you sign up for the free Balance Below alert, Direct Express® will send an alert to you by email or text message whenever your debit card account balance reaches an amount lower than the amount you choose. The low balance alert 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 Balance Below alert to $50, you will receive a notice when your card account balance reaches $50. In addition, you can use the free Direct Express® website or mobile app to track payments and transactions.

6.12 How does the free Purchase Above alert work?

After you sign up for the free Purchase Above alert, Direct Express® will send a notice to you by email or text message whenever your debit card account posts a financial transaction at or over the amount you choose. The purchase above alert does not affect your use of the card but does let you know that a financial transaction occurred for the amount or greater that you chose. For example, if you set your Purchase Above alert to $250, you will receive an alert when a financial transaction of $250 or more is posted to your card account. In addition, you can use the free Direct Express® website mobile app to track payments and transactions.

6.13 Can 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.

6.14 Can 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, visit the webweb.usdirectexpress.com, through the mobile app, or call the Direct Express®Card toll-free Customer Service Department number on the back of your card. Please refer to your Terms of Use for additional information about transferring funds to a personal U.S. bank account.

6.15 Can 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.

6.16 Can 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.

6.17 Can I use my card to buy money orders?

Yes. You can use your debit card tobuy money ordersat any U.S. Post Office or wherever Debit MasterCard®is accepted.

6.18 Can 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.

6.19 Can 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.

6.20 Can 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.

6.21 How 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.

6.22 Can 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).

6.23 Can 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.

6.24 How 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.

7.1 Will the government know what I buy or have access to my account?

No. Under Federal law (the Right to Financial Privacy Act), 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 circ*mstances.

7.2 Will 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 atweb.usdirectexpress.com. The Treasury Department does not receive any of your personal information.

7.3 What 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.

7.4 Can 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.

7.5 If 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 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.

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 atweb.usdirectexpress.com. 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.

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.

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.

10.1 What 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.

10.2 How 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.

10.3 Will 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®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.

10.4 Can 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.

10.5 What are the benefits of EMV chip cards?

Chip cards have an additional layer of security and usually last longer than magnetic stripe cards.

10.6 Why 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.

10.7 Do I still need to sign the back of my card?

Yes. You need to sign the back of the card for security purposes.

10.8 What 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.

10.9 Are there additional fees for the EMV chip card?

No. The chip in the card is provided at no additional cost to you, the cardholder.

10.10 What 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.

11.1 Can I set or change my card PIN through the Direct Express® website or mobile app?

Yes. On the mobile app:

1. From the card picture, select Account Details.
2. Select Actions.
3. Select Set PIN or Change PIN (depending on the card status).

On the website:

1. From the card picture, select Actions.
2. Select Set PIN or Change PIN (depending on the card status).

11.2 Can I update my mailing address through the Direct Express® website or mobile app?

Yes. On both the mobile app and website:

1. Select the Profile icon.
2. Select Contact Information.
3. Select the pencil to edit your address.

11.3 Can I order account statements through the Direct Express® website and mobile app?

Yes. On both the mobile app and website, select the Profile icon, then select Paper Statements to receive or not receive statements going forward. For previous account statements, call customer service at 1-888-741-1115.

11.4 Can I transfer funds from my card to my bank account through the Direct Express® website and mobile app?

Yes. On the mobile app:

1. From the card picture, select Account Details.
2. Select Actions.
3. Select Card to Bank Transfer.

On the website:

1. From the card picture, select Actions.
2. Select Card to Bank Transfer.

For your security, we ask you to verify your bank account information the first time you make a card to bank transfer or if your bank account changes. To verify, call customer service at 888-741-1115. We'll ask you to provide proof of your identity and your bank account ownership.

11.5 Can I delete my account through the Direct Express® website or mobile app?

Yes. On the mobile app:

1. Select the Profile icon.
2. Select Delete Account.

On the website:

1. Select the Profile icon.
2. Select Contact Information.
3. Select the Account Details tab and select Delete Account.

Your account is deleted from both the mobile app and website. To log back in, you will need to re-register your card. Deleting your account doesn’t affect your card status.

11.6 Can I lock and unlock my card through the Direct Express® website and mobile app?

Yes. On the mobile app:

1. From the card picture, select Account Details.
2. Select Actions.
3. Select Lock Card or Unlock Card (depending on the card status).

On the website:

1. From the card picture, select Actions.
2. Select Lock Card or Unlock Card (depending on the card status).

11.7 Can I order a card replacement card through the Direct Express® website or mobile app?

Yes. On the mobile app:

1. From the card picture, select Account Details.
2. Select Actions.
3. Select Request New Card.

On the website:

1. From the card picture, select Actions.
2. Select Card Replacement.

Provide a reason for your replacement request (card was lost, damaged, or stolen). You are allowed 1 free replacement card per year. After 1 free replacement, the replacement fee is $4.00 per card. Allow 7-10 days for the card to be delivered. Standard delivery is free. For an additional fee of $13.50, your new card can be expedited to you.

11.8 Can I get a file showing my transactions?

Yes, you can create a PDF or CSV file of your transactions. On the Transactions Detail screen, select either Create CSV or Create PDF. We’ll send you an email with the file attached.

12.1 What is the Direct Express® Mobile App?

The Direct Express® Mobile App helps you access and manage your Direct Express® card account securely from your smartphone and tablet.

12.2 How can I get the app?

Direct Express® cardholders can download the app from the iTunes® (Apple®) and Google Play™ (Android™) stores.

12.3 Is there a charge for the app?

No. The app is free from the iTunes® and Google Play™ stores. Data network usage charges may apply for international use.

12.4 What operating systems do you support?

Apple® devices must use iOS 12.0 or higher. Android™ devices must use Android 6.0 or higher.

12.5 How can I get help using the app?

After you register and log into the app, you can follow the tutorial. You can also use the frequently asked questions and help menus. And you can call customer service at 1-888-741-1115.

12.6 Can I use the app on more than one device?

Yes. You can install the app on multiple devices; however, you only need to register on one device. To access the mobile app from a new device:

1. Log into the new device with your existing user ID and password.
2. From the homepage, select Activate your account on this mobile device.
3. You will get an authentication code to the phone on file.

12.7 Why are my Social Security number (SSN) and other personal information required?

Your SSN and your personal information are required for authentication during initial registration. Direct Express® requires your SSN when setting up an account and follows privacy laws for your protection.

12.8 Is my personal information 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 you enter it and only the last four digits appear on the mobile device. To protect your privacy and safeguard against unauthorized access, no personal information is stored on your mobile device.

12.9 If I have several Direct Express® card accounts, what are my options for using the app?

You can use the app to manage all your cards. Register each card separately on the app. Representative payees who manage card accounts for adults and children can use the app to manage multiple cards.

12.10 Can any Direct Express® cardholder use the app?

Yes, any Direct Express® cardholder can use the app. Also, an assigned representative payee that manages a Direct Express® card on behalf of a benefit recipient can use the app.

12.11 What can I do in the app?

You can use the app to do everything you do from the Direct® Express website. This includes:

• Check your account balance
• View transaction history
• View pending and recent deposits
• Find ATM locations
• Set alerts
• Transfer money from your card to your bank
• Set and change your PIN
• Change your address or mobile phone number
• Lock and unlock your card
• Replace your card
• Get electronic statements
• Learn more about your card in the Direct Express® Financial Education Center

12.12 Why does the app sometimes log me out automatically?

If the app is inactive for 15 minutes, we log you out to protect your data and security.

12.13 What if my mobile number changes?

Update your mobile number in the Profile section of the app.

12.14 What information should I enter if I am a representative payee?

When you register, use the card details of the benefit recipient you represent.

12.15 Why doesn't my app display ATMs near me when I use the ATM Locator?

Turn on location services on your smartphone or tablet. If it’s on and you still can’t see ATM locations, call customer service at 1-888-741-1115.

12.16 What is Send Anonymous Data?

Comerica collects anonymous usage data to identify and fix issues. We also track usage patterns to improve user experience and measure the effectiveness of the app.

The first time you log in, we will ask whether you agree to send anonymous usage data. You can also turn this feature on or off in the Profile section of the app.

We do not collect any personal information.

12.17 How do I report a problem with the app?

Call customer service at 1-888-741-1115.

13.1 How do I register for the mobile app?

After you download the app, register by doing the following:

1. Enter your Direct Express® card information and Social Security number.
2. Create a user ID and password.
3. Enter your email and mobile phone number.
4. Enter the verification code we send you for added security.

13.2 Why do I need a verification code?

Verification codes add an important layer of security to your account. We send you a verification code during registration, when you request your user ID, and when you reset your password. You can get the code through text or email.

13.3 What should I do if I have not received a verification code to register my account?

Select Resend to request a new code. If you still don’t get a code, call customer service at 1-888-741-1115.

13.4 What are the password requirements?

Passwords must have:

• 8-15 characters
• An uppercase letter
• A lowercase letter
• A number
• A special character (@$!%*#?&)

Passwords cannot use:

• 4 consecutive characters (abcd/1234)
• 3 repeating characters (aaa/111)
• The user ID
• The previous password

13.5 How do I deactivate my mobile app account?

Call customer service at 1-888-741-1115.

14.1 How do I log into the app?

Log in using the user ID and password you created during account registration. You can also set up biometric login (face or fingerprint recognition) or a passcode.

14.2 What if my account is locked?

If your account is locked, call customer service at 1-888-741-1115.

14.3 What if I forget my user ID?

On the Login screen, select Forgot User ID. We will send your user ID to your email.

14.4 What if I forget my password?

On the Login screen, select Forgot Password. You’ll provide some information, enter a verification code, and set a new password.

14.5 How do I enable biometrics (face or fingerprint recognition) to log into the app?

1. Ensure your smartphone or tablet has biometrics enabled.
2. On the mobile app Login screen, check Save next to your user ID.
3. Select the face or fingerprint icon.

14.6 How do I enable a passcode to log into the app?

1. On the mobile app Login screen, check Save next to your user ID.
2. Select Use Passcode.
3. Use any 6-digit combination of numbers except:

• Three or more repeating numbers (111)
• Three or more consecutive numbers (123)
• Three or more pairs of numbers (112233)

14.7 What type of devices enable biometrics for Direct Express®?

You can use biometrics on both iOS and Android devices. On iOS devices, we support Touch ID and Face ID. On Android devices, we support fingerprint recognition only.

15.1 What alerts can I get?

There are two types of alerts: required and optional.

Required

Required alerts tell you about key activities on your account. Because these activities are so important, we always send you an email when they happen. You can also get a push notification. We alert you when:

• Your password is changed.
• Your user ID is recovered, including sending you the actual user ID.
• A new device logs into your account. We tell you the login time and device type so you can ensure it was you.
• Your contact information is updated, such as your phone or email.

Optional

Optional alerts tell you about activity on your card. You choose which alerts you want and set dollar thresholds. We alert you when:

• A deposit has been made into your account.
• Your card balance goes below an amount you set.
• A purchase is made with your card above an amount you set.

You can get optional alerts by email or text.

15.2 How do I set up alerts?

From your dashboard, select Actions > Manage Alerts. Select your alerts and contact preferences.

15.3 Do my alerts work the same on the Direct Express® website and mobile app?

Yes, whatever alerts you choose on one device will work the same across all your devices.

15.4 Is there a charge for using alerts?

No, but check with your mobile carrier to verify their charges for receiving text messages.

15.5 How do alerts work when I have more than one card?

Alerts are set at the user level so all cards will have the same alerts.

15.6 How do I see alerts I might have missed?

From your dashboard, select Actions > Manage Alerts.

Mobile app

Tap View Alerts History.

Website

Select the Alerts History.

15.7 What are push notifications?

Push notifications are short messages sent to your browser or device, even when you're not actively using the website or app. They contain timely updates, news, or reminders.

15.8 How do I turn on push notifications?

If you want push notifications, you must ensure you have allowed them on your devices.

Mobile app

1. Go to your Profile.
2. Turn on Push Notifications.

Website

1. On your dashboard, go to Actions.
2. Select Manage Alerts.
3. Go to the Required Alerts or Optional Alerts tab and turn on push notifications.
4. Your browser will prompt you to allow notifications.

15.9 If I turn off push notifications, how can I turn them back on?

Mobile app

1. Go to your Profile.
2. Turn on Push Notifications.

Website

On the website, you must turn on push notifications in your browser. You cannot do it from the Direct Express® website after you have turned them off. See specific instructions for your browser.

15.10 What if I’m having trouble getting push notifications?

Check the following:

• If your browser doesn’t support push notifications, update it to the most current version.
• Many operating systems have a Do Not Disturb mode, which can suppress notifications during specific hours or when the device is in use. Turn off Do Not Disturb mode to get push notifications.
• If you have notifications blocked at the operating system level, you will not get push notifications. Change your system settings to allow for notifications.

15.11 How often will I receive push notifications from Direct Express®?

We send relevant notifications without overwhelming you. The frequency of notifications depends on the nature of our updates and your preferences.

15.12 Are push notifications secure?

Yes. They are delivered via secure channels, and we do not have access to your personal data through notifications. Be cautious of any unusual or suspicious notifications and report them if necessary.

15.13 Do push notifications work when I'm not using the website or mobile app?

Yes, push notifications can be delivered to your device even if you're not actively using the website or mobile app.