Direct express cards services

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5.9 Do you need an interpreter?

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.

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 request.

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.

5.6 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 www.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.

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.

5.4 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 www.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.

5.3 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 www.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.

5.2 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 www.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.

5.1 Who do I call if I have questions about how to use my Direct Express® card?

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

4.6 What if I can't find an ATM or my ATM is "out of order"?

To find a Direct Express® card network ATM near you, visit the Direct Express® website www.USDirectExpress.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.

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.

4.4 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.

4.3 Where can I find Direct Express® card network ATMs?

To find an ATM near you, please visit the Direct Express® card website at www.USDirectExpress.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.

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















4.2 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.

4.1 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.

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

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

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.

3.5 How do I find a surcharge free network?

The Direct Express® card surcharge-free ATM network offers surcharge free ATM access at approximately 75,000 ATMs throughout the country including Comerica Bank, Charter One, Privileged Status, Alliance One, PNC Bank, MasterCard® ATM Alliance, and MoneyPass. To find an ATM near you, please visit the Direct Express® card website at www.USDirectExpress.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:

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















ATMs with these logos will not charge a surcharge fee. Although you may use your Direct Express® card at any ATM that accepts Debit MasterCard®, only ATMs with these logos will not charge a surcharge. For other ways to avoid ATM fees, we suggest that you review the tips in Section 3.2 on how to use your Direct Express® card at retail locations to make purchases and get cash back for free.

3.4 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.

3.3 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.

3.2 How do I avoid transaction fees while using my Direct Express® card?

We encourage you to look closely at the fee summary above so you can be sure to use your card wisely and avoid fees whenever possible.

Use a Direct Express® card surcharge-free network ATM to make your one free withdrawal. For subsequent withdrawals, use a Direct Express® card surcharge-free network ATM to reduce the amount of fees that you pay.

Use your Direct Express® card at stores and retail locations to pay for purchases instead of getting cash at an ATM.

Make a purchase using your PIN, at many places, especially grocery stores you can also get cash back for free.

Go to any bank or credit union that displays the MasterCard® acceptance mark and get cash from a teller free of charge.

Use your Direct Express® card to buy money 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$500.00Food$200.00Medicine$25.00Gas$30.00Utilities$45.00Cash$45.00TOTAL$845.00

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

Rent and Utilities

Buy money orders at any U.S. Post Office. Mary would only pay a fee to the Post Office for the money orders.

Use her Direct Express® card without paying any fee if her landlord and utility company accepts Debit MasterCard®.

Food, Medicine, and Gas

Make purchases using the Direct Express® card, without paying a fee, at retail locations that accept Debit MasterCard®

Cash

Get cash-back at the grocery store, without paying a fee, when she uses her Direct Express® card with her PIN to pay for her groceries.

Withdraw money from a Direct Express® card surcharge-free network ATM. Go to any bank or credit union that displays the MasterCard® acceptance mark and get cash from a teller free of charge.

3.1 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 ServicesServiceFeePurchases at U.S. merchant locationsFreeCash-back with purchaseFreeAutomatic deposit notification*FreeAutomatic low balance notification*FreeWeb account accessFreeATM balance inquiryFreeATM denialFreeCustomer Service callsFreeCash from bank tellersFreeCard replacement - One per yearFreeMobile Application - manage your Direct Express account;
convenient, secure (for Android and Apple devices)FreeATM cash withdrawal in the U.S. including the District of
Columbia, Guam, Puerto Rico, and U.S. Virgin Islands
(surcharge by ATM owner may apply)One(1) free withdrawal with each deposit to your Card Account**

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

** For each federal government deposit to your card account, Direct Express® will waive the fee for one ATM cash withdrawal in the U.S. The fee waiver earned for that deposit expires on the last day of the following month in which the deposit was credited to the card account.

The ONLY Fees You Can Be ChargedOptional ServiceService FeeATM cash withdrawal in U.S. including the District Columbia, Guam, Puerto Rico, and U.S. Virgin Islands (after free transactions are used a surcharge by ATM owner may apply) $0.85 each withdrawal (after free transactions are used)$0.85 each withdrawal (after free transactions are used)Direct Express Cash Access$0.85 per transaction ***Monthly paper statement mailed to you$0.75 each monthFunds transfer to a personal U.S. bank account$1.50 each timeCard replacement$4.00 after one (1) free each yearExpedited delivery of replacement card$13.50 each timeATM cash withdrawal outside of the U.S. - Surcharge by ATM owner may apply$3.00 plus 3% of amount withdrawnPurchase at merchant locations outside of

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.

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.

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

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

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.

2.7 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.

2.6 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.

2.5 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.)