Direct Express FAQs

Updated on 12/17/20

We know readers have various questions regarding the Social Security Debit Card – Direct Express Card. We decided to set up this Direct Express FAQ page to address the most common questions we get.

The Direct Express card is used to receive federal benefits, including Social Security Benefits.

More questions will be added as and when we receive reader feedback.

Here are the most frequently asked Direct Express card questions:

Can I Overdraw my Direct Express Account?

If you have a traditional bank account and are used to debit card overdraft, you may be wondering if that applies to the Direct Express Card Account.

Unlike a checking account, the Direct Express prepaid card cannot be overdrawn in most cases.

If the card has insufficient funds, the payment will normally be denied.

However, it is possible to overdraw your account if you use your card to pay for gas at the pump.

That is why when buying gas with your Direct Express card, it is advisable to go inside the gas station to pay with the attendant.

There are no overdraft fees with the Direct Express Debit Card.

Also, you will NOT be charged insufficient funds or declined transaction fees.

In order to avoid the frustration or perhaps embarrassment of a declined transaction, you should sign up for alerts about low balances.

This is especially important if you plan to use the card to make automatic online payments, such as for regular utility bills.

Can I get a loan or cash advance from my Direct Express card?

The Direct Express card is not a credit card, therefore, unfortunately, you cannot get a loan or cash advance from the card.

You can only use the money that is deposited into your account from a federal benefit payment.

What if my card balance is less than what I purchased?

If you are making a purchase and the money on your Direct Express card account is less than the amount of your purchase, here is what you need to know:

You can still 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 the amount on your Direct Express card so that they will charge your card for that exact amount.

You can then use another form of payment, like cash or another debit card or even a credit card to pay for the remaining balance of your purchase.

For example, if you made a purchase for $100, but you only have $70 on your Direct Express card, here is what to do:

Tell the cashier to charge $70 to your Direct Express card and then pay for the remaining with cash or another form of payment accepted by that merchant.

Can I get cash at a bank teller window?

Yes, you can use your Direct Express card to get cash at a bank teller. 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 at 1-866-606-3311.

What’s the Easiest Way to Check my Card Balance?

The easiest way to check the balance on your Direct Express card is to log in online and review your account information. Click here to log in to your account.

If you need help logging in, see our login help here.

You can also view your card balance on the Direct Express Mobile app. Click here for details on how to download the app on your phone.

In addition, you can also check your card balance at no cost by calling the Direct Express card toll-free Customer Service Department number.

They are available 24 hours a day, 7 days a week. The number to call is 1 (888) 741-1115.

Finally, you can check your card balance at any ATM that displays the MasterCard acceptance mark, at no cost.

See our detailed post on checking your Direct Express card balance here.

If my card is lost or stolen, is my money protected?

Your Direct Express debit card comes with protection against unauthorized use.

If you experience any fraudulent or unauthorized use of your card, your liability for unauthorized transactions is limited if your card is reported timely to Direct Express as lost or stolen.

Under federal law, cardholders who dispute a transaction within 2 business days of learning of the loss or theft cannot be held liable for more than $50.

Those who dispute a charge within 60 days cannot be held liable for more than $500.

For Direct Express cardholders, this deadline is stretched to 90 days.

Therefore, you have 90 days to report any unauthorized transactions and not be liable for more than $500.

How long will it take to receive a replacement card?

If your Direct Express card is lost or stolen, immediately call the Direct Express Customer service to report your card as lost or stolen.

They are available 24 hours a day, 7 days a week. The number to call is 1 (888) 741-1115.

Your replacement card will arrive by standard mail within 7 to 10 days.

For a step by step process on how to get a replacement card, see our Direct Express replacement card guide.

If you want the card sooner, you can pay a fee for expedited shipping.

If you have waited for 7 to 10 days after calling customer service and have not yet received your new card, call customer service and let them know.

The card may be lost in the mail and may have to be re-issued.

You are given one free replacement card each year. After that, there is a fee to get your card replaced within that year.

Can I transfer money to a checking or savings account?

Yes, you can transfer money from your Direct Express account to a personal U.S. bank account. This includes a checking or savings account with a bank or credit union.

However, there is a fee for this service. Direct Express will charge you a fee of $1.50 each time you transfer money from your account.

This fee will be deducted from your Direct Express card account.

To initiate a transfer, call the Direct Express Card Express Customer Service Department number on the back of your card or visit the website here.

Can I Transfer Money to a Non-U.S Bank?

While you can transfer money from your account to a United States-based bank account, unfortunately, you cannot transfer money to a bank account outside the U.S.

Direct Express currently does not have the capability in place to allow you to transfer funds to a bank or credit union account outside the United States.

Can I Close my Direct Express Card Account?

Yes, you can close your Direct Express card account at any time at no charge by calling the Direct Express card Customer Service Department.

They are available 24 hours a day, 7 days a week. The number to call is 1 (888) 741-1115.

However, before closing your Direct Express card account, you will need to separately enroll in direct deposit with your local federal benefit agency.

This will ensure that you avoid any delays with receiving future benefit payments.

To enroll in direct deposit, contact your local federal benefit agency or visit Godirect.

What if my card balance or transaction amount is incorrect?

If you have a question about your balance or a transaction, you should immediately call the Direct Express Customer Service Department.

They are available 24 hours a day, 7 days a week. The number to call is 1 (888) 741-1115.

The customer service representative will provide you further instructions on how to dispute a transaction or balance on your card.

If my card is lost or stolen, is my money protected?

Your Direct Express debit card comes with protection against unauthorized use.

If you experience fraudulent or unauthorized use of your card, here’s what you need to know.

Your liability for unauthorized transactions is limited if your card is reported timely to Direct Express as lost or stolen.

Under the federal law, cardholders who dispute a transaction within 2 business days of learning of the loss or theft cannot be held liable for more than $50.

Those who dispute a charge within 60 days cannot be held liable for more than $500.

For Direct Express cardholders, this deadline is stretched to 90 days.

Therefore, you have 90 days to report any unauthorized transactions and not be liable for more than $500.

Can a retailer block or put a hold on my Direct Express account?

The answer depends on the type of transaction you are trying to perform.

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 the transaction.

This hold may last up to 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.

If you are using one of the merchants listed above, then there is a possibility that they may place a hold on a certain amount on your card.

This amount may sometimes be more than your transaction amount.

However, once the hold is released, typically within 72 hours, the actual amount of the transaction is charged to your account.

During the time of the hold, they may take out more than the transaction amount.

You will have to wait for the transaction to be settled (change from “pending” status) in order to get the difference back into your account.

Can funds on my debit card account be garnished by creditors?

Social Security benefit payments are generally protected from garnishment under federal law.

This means that your creditors do not have the right to have these funds taken out of your account.

However, there are some exceptions:

Funds in your Direct Express 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 aid organization.

Is the Direct Express Card safe?

Yes, the funds on the Direct Express card is FDIC-insured up to the maximum legal limit.

In addition, federal consumer laws protect you against unauthorized use of your card.

If you are a victim of fraud or see unauthorized transactions on your card, contact Direct Express customer service immediately.

Finally, if your card is lost or stolen, it will be replaced upon request.

How do I avoid Direct Express transaction fees?

It is understandable that most cardholders are worried about Direct Express card fees.

That’s because a majority of cardholders are on a fixed income and do not want their money eaten up in fees.

Here are the steps you can take to avoid Direct Express fees:

First, always try and use your card at 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.

Second, 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, especially grocery stores.

You can also get cashback for free at grocery stores, Pharmacies and convenience stores.

When you get cash at the ATM after your one free withdrawal, you will be charged a fee.

Third, you can get cash from a teller free of charge at any bank or credit union that displays the MasterCard acceptance mark.

Finally, use your Direct Express card to buy money orders at the U.S. Post Office and other locations that accept Debit MasterCard.

How much money can I withdraw from a Direct Express card?

There is no maximum limit on how much cash you can take from your Direct Express Card at any given time.

There is also no daily ATM withdrawal limit. However, the ATM you are using to get cash may have limits on how much cash you can take at any given time or may impose daily limits, which may range from $200 to $1,000.

Why is the Direct Express Website and App Down?

In our experience, when users report both the Direct Express app and website down, there are three reasons why. We have outlined the 3 steps you can follow to regain access to your account in a detailed post.

See our post on why Direct Express is not working and what you can do about it.

How do I unlock my Direct Express Debit Card?

If your Direct Express card is not working and has been locked for whatever reason, here’s what to do.

We have a detailed post explaining why your card may be locked and how to reach out to customer service to unlock the card.

See our How to unlock Direct Express Card post for more.

What is Direct Express Emergency Cash?

Direct Express Emergency Cash allows you to obtain up to $1,000 of the funds available on your Direct Express card account without your card in hand.

It is also sometimes referred to as the Direct Express Cardless Benefit Access.

The program allows cardholders to access funds from their account in situations where they don’t have their card with them.

The service is especially useful for cardholders if they have lost their card, even when they are currently not in their home states.