Direct Express Customer Service

In this post, we will help you reach Direct Express Customer Service and talk about what they can help you with.

The Direct Express Debit Mastercard is a prepaid reloadable card that is issued by Comerica Bank on behalf of the US Treasury Department.

Table of Contents:

  • Direct Express Customer Service Number
  • How to Speak to a Live Person at Direct Express
  • Before You Call Direct Express Customer Service
  • How to Apply for the Direct Express Card
  • Alert: See the 7 Biggest Changes to Social Security in 2023

"Direct Express Customer Service"

Prefer Video?

The short video below explains 7 ways to reach Direct Express Customer Support and get your issue resolved.

If you are having trouble reaching Direct Express customer service, it’s worth watching the video.

Direct Express Customer Service Number

If you have questions about your Direct Express card and would like to speak with a customer service representative, you should follow the instructions below:

To reach customer service and speak to a live person, call the phone numbers below.

Remember, the number you call depends on the first 6 digits of your direct express debit card.

Phone Number for Direct Express Card beginning with 5332 48

If your Direct Express Debit Mastercard begins with 5332 48, you can reach customer service through the phone numbers below:

"Direct Express contact number for 5332 48"

Customer Service: 1-888-741-1115

Hearing-impaired: 1-866-569-0447

International: 1-765-778-6290 (Collect)

Customer Service is available 24 hours a day, 7 days a week.

You can also write to customer service at:

Direct Express Payment Processing Services
P.O. Box 245998
San Antonio, TX 78224-5998

Phone Number for Direct Express Card beginning with 5115 63

If your Direct Express Debit Mastercard begins with 5115 63, you can reach customer service through the phone numbers below:

"Direct Express contact number for 5115 63"

Customer Service: 1-866-606-3311

Hearing-impaired: 1-800-325-0778

International: 1-661-6006-3311 (Collect)

Customer Service is available 24 hours a day, 7 days a week.

You can also write to customer service at:

Direct Express Payment Processing Services
P.O. Box 540190
Omaha, NE 68154-0190

Do you have Complaints about Customer Service?

If you have complaints about your experience with Direct Express customer service, we will like to know about it. Scroll down to the comments section below and tell us about your issue.

As you will see, there are a lot of Facebook comments below about customer service. We encourage you to read through as many as you can.

You may even get answers to some of the questions you are calling customer service about since people with the same issue may have posted solutions about it.

Of course, we encourage you to add your own comments and any advice you would like to give to those trying to get their issues resolved with customer service.

How to Speak to a Live Person at Direct Express

One of the biggest complaints about the Direct Express debit card is how hard it is to reach a live person.

We have detailed below a step-by-step process on how to talk to a human at Direct Express – based on our own testing of the best way to reach a live person.

Step 1

Call Direct Express Customer Service toll-free at 1-888-741-1115 or 1-866-606-3311 (Customer service agents are available 24 hours a day, 7 days a week)

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.

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, you may have to try calling at different times of the day to see if you are able to talk to a representative sooner.

Before You Call Direct Express Customer Service

Before you call the Direct Express Customer Service team, it is important to know what the top issues people call customer service for and what you should expect if you are calling about one of the following issues:

Dispute Unauthorized Transactions

Debit and Credit Cards these days have become a favorite target of online fraudsters looking to make a quick buck.

If you have been a target of fraud and have transactions on your debit card you did not make or authorize, it is important to report this to customer service immediately. The sooner you report the issue, the better your chances of getting your money back.

Replace Lost or Stolen Card

If your debit card is lost or stolen, you should call customer service right away.

First, this is important because they will immediately cancel the card so there can be no transactions added to the card while you wait for your new card.

Second, it takes about 10 days to get your new card, unless you pay for expedited shipping with tracking.

Reach Dispute Resolution Department

You can reach the Dispute Resolution Department through the customer service number.

If you are disputing a transaction on your card, it is important to know the following:

First, it is important to have all the details of the event you are calling to dispute.

This includes when the transaction happened when you became aware of it and why you are sure you did not authorize that transaction.

This is especially important if the disputed transaction happened in another state or country and there is no way you could have been there.

Second, be aware that the dispute process takes time. After you report it, it can take anywhere from 45 days to 90 days to get it resolved.

Third, you may be required to fill out a fraud packet, which you will have to return in 10 days. Make sure you return it on time. If you don’t, your case will not proceed.

Fourth, even if Direct Express agrees that there’s been fraud on your account, there will be no credit added to your account until you submit the fraud packet explaining what happened.

That’s why it’s important to get that completed quickly.

Ask Questions About Direct Express

If you have other questions about the Direct Express debit MasterCard that is not mentioned above, you can get help with customer service to get answers.

Apply for Direct Express Card

If you receive one of the following federal benefits, then you are eligible to apply for Direct Express. Scroll below for detailed instructions on how to apply, including the Direct Express Customer Service number to call.

These are the federal benefits programs eligible for Direct Express:

  • Social Security
  • Supplemental Security Income
  • Veterans Affairs
  • Railroad Retirement Board
  • Office of Personnel Management
  • Department of Labor (Black Lung)

How to Apply for the Direct Express Card

"How to apply for Direct Express Card"

If you have not yet enrolled in Direct Express and would like to, you have a few options on how to sign up:

The first option is to call Direct Express Customer Service (this is a different number that is dedicated to card enrollment) at Card Enrollment Center: 1-800-333-1795.

The enrollment Center between the hours of 9:00 a.m. to 7:00 p.m. ET, Monday thru Friday.

Also, you can sign up for the Direct Express card when you apply for Social Security benefits.

Furthermore, there is the option to enroll in the Direct Express card program online. Click here for details.

Finally, you can also request a 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.

For help in signing up for a Direct Express card, see our post on Direct Express Application for instructions.

Direct Express Customer Service Summary

If you have any questions about Direct Express, please ask us in the comments section below.

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62 thoughts on “Direct Express Customer Service”

  1. I recently lost my Direct Express Card. All I’m trying to do is fax over the documents that was ask of me or speak to a repersentative. using my social security nukmber isn’t helping cuase the card has been lost. What do I do?,please help

    • An ATM ate my card, and the bank saed that a outside company servis the ATM and donot return card.

  2. I have tried to open a directexpress account to monitor my benefit balance but the site keeps saying that it doesn’t recognise my zip code as being correct although it is and it is also the one they used to mail me my card.what can I do to access my account?

  3. If I want to pay a bill on line and I do not have a checking or saving acct what can I do they ask for a routing number

      • If you have this card through social security, then contact them and tell them you want your check sent to your checking account via autopay. They sent me a direct express card when I didn’t want one. It caused me a lot of problems. There’s nothing good about this card.

  4. I’m trying to activate my replacement card but your instructions dont come up. I cant access my account.

  5. My father recently passed away and I need access to the money in his account to pay off some outstanding debts, what is a number where I can talk to a person without entering a PIN number, since I do not know this.

  6. I cancelled my card because I couldn’t find it I found it now please reactive my card I have to pay my rent

  7. my benefits posted but when i try to make a purchase my card was declined. can i get some services i also couldnt create an account to find out any info. thank you

  8. i have charges on my transaction history, that i dont think i made, how do i find out if i made them or how to contact the company in question

  9. I reported a lost card promptly & ordered new card requesting 2 day ups shipping at cost of $13.50 the card didn’t come I had to order again and was chgd another $13.50 plus 4.00 I believe I shouldn’t be chgd twice since ups never showed on the first time

  10. I contacted customer service at their # and all it did was give me a recording about when my card was ordered and did not give me a chance to speak to a rep. I need to speak with a rep to get a copy of the last 20 transactions.

  11. I have had my card one month..I thought that I could set up a payment schedule to pay my bills like I have on my bank account..not! I have kept my bank account open just in case of a problem..glad I did because I want to return to deposit going there. Another thing is I have forgotten my pass word so I cannot go into my account and have them email it to me. I am elderly and somewhat disabled so I dont want to be running around drawing money out etc. how do I stop the card and have it changed back to bank?

  12. Direct Express sucks. I filed a complaint because a company I ordered from on the internet charged me $137.00 for so called internet download software that does not work. The same day, I sent email and the manager wrote back and got very rude and nasty and on several occasions I requested a refund but I was totally ignored when I bought that subject up. I then filed a dispute with Direct Express, sent in all my paper work, and they believed the organization by denying my claim. The organization told them to have me contact them and I have done that several times. They said that I should return their product, when that is impossible being that it was entirely an internet transaction. I was sent a bunch of information and files but no software that could be loaded to make the program operate. I deleted the junk from my computer. How can you send something back you never received, and when you request a refund get ignored.

    Direct Express did not help with my investigation, they just allowed that company to take advantage of me. I also informed them I opened a BBB complaint in Delaware where the company is located, and the BBB told me that company have an F rating for scams.

    How in the world do I cancel my card with this bank that does not work for the people who make their jobs possible.

  13. My online log in is all messed up it said sent pw reset my email I never received it. I need access to print out history please its an emergency situation.

  14. I am trying to find out the routing number and my account number so I can set up with SS for a partial direct deposit.

  15. I have lots of transactions on my July acc# and also how my transactions on my debit card now for August, I need help getting my money. Back’
    How do I file a fraud suit, I need help my bills are due and I am not going to get to pay them with my money keep missing,
    Help me please or I will have to change cards,
    Thank you

  16. I need my route number and account number even though I don’t receive checks or have savings account I still need the information

  17. Ia,m deaf and my new card was mailed to the wrong address. I and my mother who has been speaking for me 12 years because I can,t sigh and can barly read lips. She and I rode 6 buses to the Social security office in Inkster Michigan. Trying to get help. They canclled the missing card. But told me that They would mail me my checks starting in December. But getting my November funds from Directexpress was our problem. I have never used TTY. I and my mother have been on the phone for hours with Comerica and Directexpres for hours. Getting nowhere. There must be someway to resolve this problem. I don,t have an E-mail address of my own. This is my mothers E-mail address.several times they hung up on my mother. Can anyone suggest a way to get help. This is the first posting from me.

  18. I cant remember my online password or my email address and i cant access my online account…so what do i do

  19. I need to be able to remove another person off of my own personal account.can I get ya to help me 28th this issue.plz

  20. I cannot access my $! Says it was deposited but balance is zero! I have to pay bills what can I do? HELP. asap.


  22. i was suppossed to get my social security sept 2 in the amount of $1288.00 I GOT TO THE BANKat 910:00 am to get my $1288.00 they said O only hasd $128.00 in my account. and stated that at 823:00am someone took out $1160.00 I tried ti rich direct express and they said someone took out $1160.00 at 823:00 am i tried for 6 days to get in touch with direct express and it sad they were to busy and to call another day. I am severly disabled and kept caling. I then went to the bank and spoke t the manager, I finally got in touch with direct express and the greed that $1160.00 was taken out. I had my card with me all the time. They asked the bank manager to fax a letter to you on the banks letter head asking for the anagers name date ofwithdrawal the date and how much was taken out they also asked for the last 4 numbers of my de cardmy bank reps name, banks phone number anconfirmation she got that nowI,m still trying to get in touch with de and can’t get anyone just like te last 6 days. Its says the lines are busy please get to us a a latter date I am broke and don’t have a penny to my name, I dd’nt pay any of my bills and Im going to get a late ffee on all of them I need my money immeditelyAnd to top it off I am severly disable dand can’t kep going back to the bank.

      • You have to send a written dispute to their address in Texas w in 10 days. They will give you a provisional credit.
        Don’t wait for their paperwork to arrive, they will send it late.
        Read the terms and conditions for complete info.

  23. Can’t get through to a person however I can’t use my card for anything. Not at stores or ATMs I need my money and this is old I don’t know what’s up with it I just know Im not really happy

  24. I do not know how to get new register…I have tried calling1 888 741 do I get someone to help me

  25. Everytime I call direct was they say there is an important message for my account and they’re sending me to a customer service representative and then it hangs up. I’ve tried this at least 30 tines since Saturday morning. My card won’t help me draw anymore off of it or use it. I need money to pay the car insurance today please help.

  26. Social Security issued a D.R card for me last Dec [2018] somehow it was sent to a bogus address ! Now i’m unabale to get a real person on the phone i’ve been left with no money since day one ! Social Security never even told me theyd issued me acard

  27. I need to speak to someone about money being took off of my direct express card no one has access to this card but me when I checked my balance this morning instead of the regular payment I look up the transactions someone or something has took out 52.00 dollars out of my account I really need to speak to someone about getting this money back on and find out what or who did this

  28. Something very wrong is going on and they need to get to the bottom of this. I was expecting to get my monthly benefits on the 1st only to find out i had less than 10.00 on my card. I tried to call customer service all day untill about 6pm and i was able to talk yo someone about the issue. I told them that not only was there unauthorized transactions but my online account info been changed somehow too. It’s a big mess and something needs to be done. I don’t feel like my account is no longer secure. This is the 1st time and I’m pretty sure God forbid it could happen again.. to anybody

  29. I am going to write a letter requesting that you send me my money that was given to you when I closed my enrollment! (DIRECT DEPOSIT) I was told by phone that you need to send me another debit card with the funds that you received from Social Security and State Supplement Support Program! That is un-acceptable! Then I be told that coworkers should had told me everything concerning direct deposit and my bank not getting it! If there is any thing I should know now I would appreciate it! Please contact me ASAP!

    Thank you,
    James Allen, Jr.

  30. I have tried for a year now to get access to my account online but just like the people that are making similar complaints I have not been able to get any results. If my issue is not resolved soon I will have no other chose but to end my services with direct express and find other means to use my money.

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