How to Get Help with Direct Express

Got questions about Direct Express? We’ve got answers! Since the official website doesn’t have a lot of information, we’ve worked hard to gather the information that you need. Scroll through our answers below to find out what this service is, how it works, how to reach a live person, get your card replaced and so much more.

What is USDirect Express?

US Direct Express is a debit Mastercard that that can help you receive federal benefits if you don’t have a traditional bank account. Since most benefit programs have moved away from checks and only send electronic transfers, DE cards are critical in helping unbanked and underbanked Americans get their benefits on time.

You’ll get your federal benefits issued directly on this debit Mastercard. They do not require a minimum balance and do not allow any overdrafts. You can use the card at ATMs or use the debit card to make regular debit purchases. At some retailers, you may be able to get cash back on purchases as well.

Why do people use Direct Express?

Direct Express is notoriously given bad reviews all across the Internet. At Consumer Reports, the service has a rating of 1.3 stars, with 1 star being the lowest possible option.

However, people continue to use it because it’s an easy alternative to opening a traditional bank account. Direct Express does not require a credit check or minimum balance. There’s no ChexSystems report to worry about.

Many people who use this service believe that they can’t get a regular bank account. If that’s you, be sure to check out these second chance banks that won’t turn you down!

How do I contact a live person at Direct Express?

One of the main frustrations that people have with this service is that it can be so hard to speak to a person directly! It’s easy to get stuck in the automated robot helpline that doesn’t really get your questions answered.

If you’d rather speak to a person at Direct Express, there are some numbers you need to know. The number you call will depend on what you are trying to accomplish.

How do I speak to a person at US Direct Express when I’m signing up?

If you are a new customer and you want someone to help you sign up for a new DE card or account, then you can call the card enrollment center at 1-800-333-1795. The call center is open between 8am and 6pm central time, Monday through Friday.

If I’m already a customer, how do I speak to a person at US Direct Express?

In order to reach a person, you’ll need to contact the alternate customer service line at 1-866-606-3311. This number is mentioned several times on the Social Security website as the place to contact representatives for various urgent concerns, including lost cards.

Follow the prompts you are given at this number in order to reach the person who can help you resolve your concerns. You will likely have to select your language option, press three to report a lost, stolen or damaged card, and then press 0 to speak to a live agent. The call will disconnect if no responses are given, so be sure to press 0 to keep the call connected.

Are there other ways to get live help with Direct Express?

Yes! Our friends at JustAnswer have Direct Express experts on hand that can help you solve your problems without having to deal with the confusing automated lines. You can connect with dozens of experts through their service. Try it now!

What is the usual customer service number for Direct Express?

If you’re already a customer, then you can call their automated customer service number at 1-888-741-1115. They also have a hearing impaired number at 1-866-569-0447 and an international number at 1-765-778-6290. These lines are open 24/7, as it is automated.

The automated customer service line can help you with lost or stolen cards, balance inquiries, PIN changes, transaction history, complaints, questions and more.

How do I track my Direct Express card?

Unfortunately, the only way to get any sort of tracking information for your Direct Express card is to pay for the expedited shipping on a replacement card.

They do not provide a tracking number for new cards that are mailed so there is no way to track your card. They also do not offer any sort of online tracking or replacement services.

It can take 7-14 days for the card to arrive in the mail. If it does not arrive when expected, your only recourse is to call the company to find out if there have been any issues or if someone else has received your card.

What happens when you have a Direct Express lost card?

When your Direct Express card is lost or stolen, it can be very stressful because it means someone else may have access to your federal benefit payments. You should always report a lost or stolen card to DE immediately so they can close the card and prevent someone else from gaining unauthorized access to your funds.

If you don’t report your card lost or stolen right away, you could be liable for the losses. However, if you report a stolen card within the first two business days, you will only be responsible for the first $50 that was stolen. If the thief uses more than that amount, you will not lose more than $50. This is a great protection to you, so it’s important to report thefts right away.

If you do not report the card lost or stolen within two days, you could be responsible for up to $500. Each state has different laws that can impact how much you may be liable for, so it is important to check your state laws for additional information about your liability and protection.

As soon as you report the card lost or stolen, Direct Express closes the card and issues a new one. That way, the thief cannot continue accessing your benefits. The replacement card will arrive within about two weeks.

What happens during a Direct Express investigation?

Once you report the card lost or stolen, Direct Express will investigate. If unauthorized activity is discovered, you will be credited for the amount. If the activity is found to be authorized, you will not receive a credit. If an investigation takes 10 days or more, you may receive a temporary credit that could later be removed if the investigation is not found in your favor.

How can I get a Direct Express replacement card?

All Direct Express customers can receive one free replacement card every year. If you need more than one replacement card, you will have to pay a $4 fee for each subsequent replacement.

The replacement card should arrive within 15 days, but that’s a long time to go without access to your money. If you need your card faster, you will have to ask for expedited shipping. This has an extra charge of $13.50 that will be deducted from your account. The expedited shipping will also include a tracking number, which can help you keep track of your replacement card.

How do I get Direct Express emergency cash?

The Direct Express emergency cash program allows you to withdraw up to $1,000 from your card without having your card in hand. This is an incredibly helpful program, especially for people who lose their card or misplace it while traveling.

If you need access to your funds, you can go to any MoneyGram location in the United States, US Virgin Islands or Puerto Rico. Almost all Walmart locations have a MoneyGram center that you can use. Just walk up to the desk and ask them for help withdrawing Emergency Cash from your card.

You’ll have to pay a fee of up to $12 per transaction but you can withdraw up to $1,000.

FAQ about USDirect Express

We get a lot of questions about this! Here are some of the most common questions and answers.

What bank is associated with Direct Express?

Comerica is the bank associated with Direct Express for the five year period between January 2020 and January 2025.

Is there a Direct Express mobile app?

There are official mobile apps for Android and Apple devices.

Is there a way to get Direct Express cardless benefit access?

The only way to get Direct Express cardless benefit access is through the Emergency Cash program, which will allow you to withdraw up to $1,000 without your card at any MoneyGram location (such as those inside a Walmart Money Center). Details on that can be found in our post above.

Can I put extra money on my Direct Express card?

Unfortunately, not. The only funds that can be placed on a Direct Express card are government benefits.

Can my Direct Express card be garnished?

Yes. There are some protections, but your Direct Express funds may be partially seized by garnishments for government debts. Some benefits, like SSI, have additional protections from garnishment.

Nicole Thelin

Nicole is the founder and lead researcher of Low Income Relief. After a personal experience with poverty and homelessness following her husband's sudden medical discharge from the U.S. Army, Nicole discovered the life-changing impact of community resources. This experience ignited her passion for empowering others to navigate similar crises. Nicole launched her writing career at age 16, working for various newspapers and publications. Her commitment to in-depth research and accessible content has been recognized by Google for Publishers and other industry leaders. For over 20 years, she has applied her investigative skills to uncover the most helpful, up-to-date information on benefits programs and community resources, ensuring Low Income Relief maintains the most extensive resource databases available.