If you have lost your Direct Express debit card and are wondering how to report it and get a replacement card, you’ve come to the right place. Replacing a lost Direct Express card involves a few important steps.
In this post, we are going to walk you through how to report your lost card to customer service and order a replacement card.
Furthermore, we will explain how you can review your card account for any fraudulent purchases and how to file a dispute with customer service.
Finally, we will answer the most frequently asked questions about lost or stolen Direct Express debit cards.
In this article:
- What to do about Lost Direct Express Card
- How to Speak to a Live Person at Direct Express
- FAQs about Lost Direct Express Card
What to do about Lost Direct Express Card
A lost debit card probably means one of two things: You either misplaced it or someone stole it. Either way, don’t let panic set in. Here’s what you can do.
Step 1 – Inspect Your Direct Express Account
Log in to your Direct Express account on a computer or mobile device and check your recent transaction history to see if there are any transactions you didn’t make.
If you find any fraudulent charges, write them down in detail.
Write down the amount, merchant, location, and processing date.
If there were no unauthorized transactions, go to step 2 below.
Step 2 – Report the lost card to Direct Express
Next, report the lost card to Direct Express as soon as you realize your debit card is missing.
If you act quickly, you’re legally protected from major losses from any unauthorized charges.
Here’s the number to call:
Direct Express Customer Service Phone Number
You can call customer service at the following numbers:
- Customer Service: 1-888-741-1115
- Hearing-impaired: 1-866-569-0447
- International: 1-765-778-6290 (Collect)
Here’s what will happen when you call Direct Express Customer Service about your lost card:
They will first make sure you are the rightful owner of a Direct Express card by verifying your identity.
Once you reach a customer service agent, report your lost card.
If there were no unauthorized transactions on your account, go to step 3 below.
However, if you had unauthorized transactions on your Direct Express account, you should inform the customer service agent.
Provide the list of transactions as mentioned in step 1, including the amount, merchant, location, and processing date.
Direct Express Investigation
After you have reported the unauthorized transactions, Direct Express will open an investigation to determine what happened.
If they find that the transactions were indeed fraudulent, you will be credited for the total amount of unauthorized transactions.
However, while the investigation is going on, you will NOT be provided a temporary credit.
You will only get a temporary credit if it takes them more than 10 days to complete the investigation.
For a detailed, step by step walkthrough of the Direct Express dispute resolution process, see our post here.
Step 3 – Card will be canceled and a new one issued
Once you inform Direct Express of your lost card, they will cancel your existing card so that it cannot be used for unauthorized charges.
Next, they will issue you a new debit card and mail it to you.
Your replacement card will be mailed to you via USPS first class mail delivery and will arrive within 7 to 10 days.
Also, you may also be charged a lost card replacement fee.
You are allowed one FREE replacement card each year.
After you use up your one FREE card replacement, you will be charged $4.00 for each additional replacement card mailed to you.
Expedited Shipping of Direct Express Replacement Card
You can pay to have your replacement card sent via expedited shipping.
Direct Express charges a $13.50 fee for expedited shipping.
When you call customer service for a replacement card, be sure to let them know you would like your card sent by expedited shipping.
The $13.50 fee will be deducted from your Direct Express debit card.
You can ask the customer service agent about whether you can get tracking information sent to you once your replacement card is mailed.
Step 4: Recieve and Activate your new Direct Express Card
When you receive your replacement Direct Express card in the mail, you will need to activate it in order to use it.
To activate your card, call the Direct Express card Customer Service Department number listed on the back of your card.
How to Speak to a Live Person at Direct Express
We have received hundreds of emails and comments from Direct Express debit cardholders about how difficult it is to speak to a live person at Customer Service.
We have therefore provided below tips on how to talk to quickly talk to a real person at Direct Express customer service.
Here is the fastest way to talk to a Human at Direct Express:
Step 1
Call Direct Express Customer Service toll-free at 1-888-741-1115 (available 24/7)
Step 2
For English, (press 1), for Spanish (Press 2), for all other languages (press 3)
Step 3
If you have your Direct Express card with you, then enter your 16-digit debit card number.
Step 4
After entering your card number, a Direct Express customer service agent will answer your call shortly.
You may be put on a brief hold if all agents are currently assisting other customers when you call.
Also, if you do not have your Direct Express card with you, then (Press 2) to access your account using your Social Security number.
If you do not have your Direct Express card number or Social Security number, here is what you need to do to talk to a live person:
Wait while the auto-attendant goes through the messages below a few times, then you will be transferred automatically to a customer service representative:
- We are sorry, we did not receive your selection – Please try again, your 16 digit card number is in front of your card, To re-enter your card number, press 1
- To access your card account information using your Social Security number, press 2
- To find out the status of your previously ordered card. press 3
- If your card has been lost, stolen, or damaged, press 4
After the system goes through the above message three or four times, you will be transferred automatically to a customer service representative.
Other callers have reported longer hold times.
If you do not have time to wait on hold, here’s what you can do:
You should try calling at different times of the day to see if you are able to talk to a representative sooner.
FAQs about Lost Direct Express Card
Here are the most frequently asked questions about how to report a lost Direct Express card and get a replacement.
Can I order a new Direct Express card online?
Unfortunately, you cannot replace your Direct Express card online.
If your card was lost or stolen, you will need to call Direct Express customer service at the phone number provided above.
Can you track your Direct Express card?
Unfortunately, Direct Express does not provide a tracking number for new or replacement cards that are mailed.
Your new or replacement card will be mailed to you via USPS first class mail delivery and will arrive within 7 to 10 days.
However, you can pay a $13.50 fee for expedited shipping.
The fee will be deducted from your Direct Express debit card.
Can money be refunded to a Direct Express card?
Yes. While you cannot add money to your Direct Express debit card, there are exceptions.
You can receive a refund for a purchase you made with your Direct Express debit card.
However, you cannot get a tax refund sent to your Direct Express card.
How do I speak to a human at Direct Express?
To speak to a live person at Direct Express, follow the steps below.
First, call Direct Express Customer Service toll-free at 1-888-741-1115 (available 24/7).
Second, for English, (press 1), for Spanish (Press 2), for all other languages (press 3).
If you have your Direct Express card with you, then enter your 16-digit debit card number.
For the next steps, see our step-by-step process above.
Can Direct Express freeze my account?
Generally, no. If your federal benefits are loaded onto a Direct Express card, they are automatically protected from garnishment by creditors.
However, there are exceptions.
Under federal law, your Social Security (but not SSI) benefits can be garnished under the following circumstances:
To repay government debts such as back taxes, federal student loans, child or spousal support.
What to do about Lost Direct Express Card Summary
We hope this post on What to do about Lost Direct Express Card was helpful.
If you have further questions about Direct Express Card, Social Security, or Disability benefits, please let us know in the comments section below.
Be sure to check out our other articles on Social Security and Direct Express, including Top Questions and Answers on Direct Express.
