Direct Express® – FAQs

Please select a topic below to explore common questions and answers.

The Direct Express ® card gives you the advantages of direct deposit even if you don’t have a bank account.

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.

Yes, with the Direct Expresscard, your money is FDIC-insured up to the maximum legal limit. In addition, the consumer protections required by Regulation E (12 CFR 1005) and MasterCard ® 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.

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.

1.2 What type of federal payments can I have on the Direct Express ® card account?

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.

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.

2.11 What are my options if the Direct Express ® card is just not for me?

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.

2.10 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?

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 Directhelpline toll free at 1 (800) 333-1795, or visit www.GoDirect.gov . You may also sign up for direct deposit through your federal paying agency, your bank or credit union.

2.9 Can I sign up for the Direct Express ® card even if I have a bank account?

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.

2.8 Can recipients who have a Direct Express ® card switch to a traditional checking or savings account and receive their payment by direct deposit?

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.

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.

2.6 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?

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.)

2.5 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?

Yes, just call 1 (800) 333-1795 or sign up at your local federal paying agency office.

2.4 I am a representative payee who receives Social Security benefits for someone else. Can I sign up for a Direct Express ® card?

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.

2.3 Do I need to give my federal paying agency my card information in order to receive benefits?

When you receive your Direct Express ® card in the mail, you are able to register through the web portal/mobile app to activate your card or call the Direct Express ® card Customer Service Department number listed on the back of your 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.

Surcharge fees for cash withdrawals made out of the Direct Expresscard 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 Expresscardholders 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.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 ExpressMobile App.

3.7 How much will people be charged for going to an out-of-network ATM?

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.

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.com , search using the mobile app or 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:

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.

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.

To keep her Direct Express ® card costs low, Mary could use her Direct Express ® card as follows:

Example: Mary receives Social Security benefits in the amount of $845 month. From those funds, she needs to pay the following:

***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.

** 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 cardholder can request this service any time after receiving the debit 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.

3.1 How much do I have to pay for the Direct Express ® card?

To find a Direct Expresscard network ATM near you, visit the Direct Expresswebsite www.USDirectExpress.com , locate on your, 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 Expresscard 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 MasterCardor 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.

4.6 What if I can’t find an ATM or my ATM is “out of order”?

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.

4.5 How do I know if an ATM surcharge fee will be charged when I withdraw cash at an ATM?

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.

4.4 What is the maximum amount of cash I can withdraw from an ATM with my Direct Express ® card?

To find an ATM near you, please visit the Direct Expresscard website at www.USDirectExpress.com 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 Expresscard account for no fee.

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.

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.

4.1 How do I get cash at an ATM with my card?

We offer English and Spanish speaking customer service agents. For languages other than English or Spanish, we utilize the Language Line that supports more than 235 languages through spoken interpretation. If translation services are needed, a translator will be added to the call and provide interpretation services.

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 request.

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.

You can also visit web.usdirectexpress.com to view your transaction history online at no cost.

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 www.USDirectExpress.com , request through the mobile app or call the Direct Expresscard toll free Customer Service Department number on the back of your card.

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.

5.5 What if I don’t agree with my balance or one of my transactions?

If you move or change your address, you may request a replacement card through the website at www.USDirectExpress.com or through the mobile app or call the Direct Expresscard 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 Expressdoes not provide this information to any federal agency.

If your Direct Expresscard is lost or stolen, you may request a replacement card through the website at www.USDirectExpress.com or through the mobile app. Or, immediately call the Direct Expresscard toll free Customer Service Department number on the back of your card. Replacement card will arrive by standard mail within 7 to 10 days.

5.3 How long will it take to receive a replacement card if reported lost or stolen?

If your Direct ExpressCard is lost or stolen, you may request a replacement card through the website at www.USDirectExpress.com or through the mobile app. Or, immediately call the Direct Expresscard 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.

If you have questions about your Direct Expresscard, you may call the Direct Expresscard toll free Customer Service Department number on the back of your card or visit www.USDirectExpress.com

5.1 Who do I call if I have questions about how to use my 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?

® 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 at ® Mobile App. Balance information can also be obtained at any ATM that displays the MasterCard® acceptance mark, at no cost.

It is important that you keep track of your deposits and how much you spend using your Direct Expresscard. You can obtain balance information at no cost by calling the Direct Expresscard 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 at www.USDirectExpress.com or on the Direct ExpressMobile App. Balance information can also be obtained at any ATM that displays the MasterCardacceptance mark, at no cost.

6.4 Can I pay my bills or pay for Internet purchases with my Direct Express® card?

®, you can use your Direct Express® card to pay bills and make Internet purchases. You can also use your Direct Express® card to buy

Yes, if a merchant accepts Debit MasterCard, you can use your Direct Expresscard to pay bills and make Internet purchases. You can also use your Direct Expresscard to buy money orders 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?

® card toll-free Customer Service Department number on the back of your card.

Yes. You may change your PIN through the website at www.USDirectExpress.com or through the mobile app. You may also change your PIN by calling the Direct Expresscard 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 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.

6.11 How 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.

6.12 How 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.

6.13 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?

® 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 web ® 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.

Yes. You may transfer funds from your Direct Expresscard account to a personal U.S. bank account. A fee of $1.50 will be deducted from your Direct Expresscard account for each transfer made. To transfer funds, visit the web www.USDirectExpress.com , through the mobile app, or call the Direct ExpressCard 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?

® is accepted.

Yes. You can use your debit card to buy money orders at any U.S. Post Office or wherever Debit MasterCardis 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.