One of the features Direct Express promises is the ease with which you can have a lost or stolen card replaced. If your Direct Express card is lost, stolen, or damaged, we can help you get a replacement card. In this post, we will walk you through the step-by-step process on how to get a replacement Direct Express Card.
In addition, we will provide information on how fast you will receive your new card, if you can track the shipment of your card, and whether you will be liable for fraudulent purchases if your card was stolen or you are a victim of fraud.
This post will cover:
- Direct Express Card About to Expire?
- What to Do if Your Card is Lost or Stolen
- How to get a replacement Direct Express Card
- What Happens with Fraudulent Purchases?
- How to Protect Your Card from unauthorized use
Direct Express Card About to Expire (or had expired)?
If your Direct Express card is about to expire, there is nothing you have to do. Direct Express will mail you a new card automatically prior to the expiration date of your current card.
However, if your card has already expired and you did not receive a replacement card, you should call customer service at the number listed below.
Before you call customer service, log into your Direct Express Debit Card account, and make sure they have your correct mailing address on file.
That is important because your new card would have been mailed to the address they have on file.
For help logging into your account, see our post on Direct Express Login Help.
If you do not have an online account, see our post on how to create an account online with Direct Express.
When you call customer service, let them know your card has expired and you have not received a replacement card in the mail.
Make sure they did not mail a card to the wrong address.
What to Do if Your Card is Lost or Stolen
If you believe your Direct Express Debit Card was stolen or used without permission, report it immediately.
You should call Customer Service as soon as possible at the number below.
Your current debit card will be canceled, and the remaining balance will be transferred to a new card.
You will then receive a new card in the mail. You may also be charged a lost card replacement fee.
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)
For tips on how to speak to a live person at Direct Express Customer Service, see our post on how to speak to a human at Direct Express.
How to get a replacement Direct Express Card
Here is how to get a replacement Direct Express Card.
Step 1: Call Customer Service
The first step is to call customer service at the number provided below:
They are available 24 hours a day,7 days a week at:
- Customer Service: 1-888-741-1115
- Hearing-impaired: 1-866-569-0447
- International: 1-765-778-6290 (Collect)
Customer service will verify your identity, cancel your previous card if necessary, and issue a replacement card.
Your replacement card will be mailed to you via USPS first class mail delivery and will arrive within 7 to 10 days. 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.
Can I order a new Direct Express card online?
Unfortunately, you cannot order a replacement Direct Express card online.
If your card was lost or stolen, you will need to call Direct Express customer service at 888-741-1115.
Customer service will verify your identity, cancel your previous card if necessary, and issue a replacement card.
However, you can get your card expedited as explained below.
Also, to make sure you get your replacement card quickly, confirm with customer service that they have the right address for you.
Can I track my replacement Direct Express Card?
Since your card was mailed via first-class mail through the United States Postal Service, there will be no tracking.
As mentioned above, your card should arrive within 10 days after mailing.
If more than 14 days have passed and you have still not received your card, call customer service at the number above.
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 2: Recieve and Activate your new Direct Express Card
When you receive your replacement Direct Express card in the mail do this:
Call the Direct Express card Customer Service Department number listed on the back of your card to activate your card.
What Happens with Fraudulent Purchases?
Direct Express provides protection against unauthorized transactions.
However, there are steps you have to take in order to be covered by these protections.
The Direct Express card 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.
It is your responsibility to report any unauthorized use of your card promptly.
That is the best way to ensure the protections listed above to apply to your debit card account.
Direct Express Fraud Liability
Under the federal law known as Regulation E, cardholders who dispute a transaction within 2 business days of learning of the loss or theft cannot be held liable for more than $50.
Furthermore, those who dispute a charge within 60 days cannot be held liable for more than $500.
However, the United States Treasury Department, which oversees the management of the Direct Express card was able to negotiate additional protections for Direct Express.
Therefore, Direct Express cardholders get an additional one month cushion.
This means that Direct Express cardholders have 90 days to report any unauthorized transactions and not be liable for more than $500.
How to Protect Your Direct Express Card from unauthorized use
There are steps you can take to keep your card and account safe from authorized use.
First, you should take steps to protect your card and personal information at all times.
Second, note that Direct Express Customer Service will never contact you by phone, email, or text message to ask you for your card number, PIN, or security code.
Third, if you have responded to any communication asking you to provide any card or personal information, do this:
Inform Direct Express customer service immediately by calling the number on the back of your card or 1-888-741-1115 (toll-free).
How to get a replacement Direct Express Card Summary
We hope this post on how to get a replacement 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 Direct Express and Social Security, including Why is Direct Express App and Website Down?, How to avoid Direct Express ATM Fees, 37 States That Don’t Tax Social Security Benefits, and What is Direct Express Emergency Cash?