Frequently Asked Questions

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.

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.

Yes, with the Direct Express® card, 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.

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.

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.

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.

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.

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?

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.

Yes, anyone receiving federal benefits can sign up for the card. However, if you have a bank account, please consider signing up for direct deposit. To enroll in direct deposit, call Treasury's Go Direct® helpline toll free at 1 (800) 333-1795, or visit www.GoDirect.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.

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.

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:

*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.

***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.

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 to buy money orders at the U.S. Post Office and other locations that accept Debit MasterCard®.

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

• Rent 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.

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.

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.

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 web.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:

• 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

• 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.

Surcharge fees for cash withdrawals made out of the Direct Express® card surcharge-free network will vary and will depend on the ATM owner's policies. Typically, an ATM will notify you about any surcharge before processing your transaction and give you the option to cancel. It's important to remember that while Direct Express® cardholders are allowed one free ATM cash withdrawal for each payment they receive, out-of-network ATM owner surcharges may still apply. To locate an in-network ATM, cardholders can visit web.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.

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.

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 web.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 Express® card account for no fee.

• 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

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.

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.

To find a Direct Express® card network ATM near you, visit the Direct Express® website web.usdirectexpress.com , locate on your Direct Express® Mobile App, or call the toll-free Customer Service Department number on the back of your card. If the ATM is out of order, there are other ways to use your Direct Express® card to get cash for free. For example, at no cost, you may use your card to get cash back when you make a purchase at any merchant who accepts Debit MasterCard® or you may get cash at a bank or credit union. You may also use your card at no cost to make purchases at retailers or online where the card is accepted.

If you have questions about your Direct Express® card, you may call the Direct Express® card toll free Customer Service Department number on the back of your card or visit web.usdirectexpress.com .

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.

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.

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.

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.

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

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.

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.

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.

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.

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 at web.usdirectexpress.com or on the Direct Express® Mobile App. Balance information can also be obtained at any ATM that displays the MasterCard® acceptance mark, at no cost.

Yes, if a merchant accepts Debit MasterCard®, you can use your Direct Express® card to pay bills and make Internet purchases. You can also use your Direct Express® card to buy money orders at the U.S. Post Office or other locations that accept the card.

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.

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.

You should call the Direct Express® Card toll-free Customer Service Department number on the back of your card.

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.

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.

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.

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.

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.

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.

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 web web.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.

No. You cannot deposit personal funds onto this card. The card will only accept funds paid to you by the federal government.

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.

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

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.

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.

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.

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.

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).

No. Funds are not available for use until the federal benefit payment is deposited to your card account.

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.

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 circumstances.

Yes. Federal paying agencies, the Department of the Treasury and Direct Express® each has a role in the delivery of your federal benefit payment to your Direct Express® card and each entity has a privacy policy which sets out how it will use your information. You can check with your federal paying agency's website or local office for their privacy policies. The Direct Express® privacy policy may be found at web.usdirectexpress.com . The Treasury Department does not receive any of your personal information.

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.

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.

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.

When calling the Customer Service Department from outside the United States, you should call 1 (765) 778-6290 (collect), or visit the Direct Express® website at web.usdirectexpress.com . See question 5.8 for information about the languages available when you contact Customer Service.

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.

Comerica Bank is the U.S. Department of the Treasury's financial agent and is the issuer of the Direct Express® Debit MasterCard® card.

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.

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.

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.

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.

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.

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.

10.10 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.

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

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

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

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?

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

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.

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

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.

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

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

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

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.

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.

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

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

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

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.

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.

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.

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.

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.

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.

• 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