COVID-19 (Coronavirus) Information

Updated March 15, 2021

COVID-19 Update:
Your benefit payments will continue to be on time.

We’re all seeing disruptions due to the COVID-19 pandemic. But be assured: Your federal benefit
payments will still be on time.

With direct deposit or your Direct Express® card, your payments are reliable and secure. You can
count on them in any situation.

That’s why we encourage everyone to receive their benefit payments electronically. You can sign up
for either direct deposit by visiting GoDirect.gov or the Direct Express® debit card by calling
1-800-333-1795 (toll-free).

During this pandemic, please take extra care to protect yourself from scammers. Remember that
government agencies will never ask for your personal information or ask you to pay them to receive
your benefit payments. This blog post and video from the Federal Trade Commission explains how to
protect yourself from scammers.

Economic Impact Payments (Stimulus Payments)

For information about Economic Impact Payments, please visit the official IRS Economic
Impact Payment Information Center.

NOTE: According to the IRS, the first batch of payments was sent by direct deposit starting
March 12. Additional batches of payments will be sent in the coming weeks.

For other common concerns, please check our list of questions on the following pages.

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Receiving Your Benefits

Will my benefit payment be delayed by the coronavirus (COVID-19) pandemic?

No, your benefit payment will not be delayed. All benefit payments, whether received electronically or by check, will
continue to be made on time. If you receive your benefit payment electronically, your money will be available
immediately on your payment date in your Direct Express® debit card account or the bank account you use for direct
deposit. If you receive your benefit payment by check, it is possible you could experience delays in receiving your mail.

What happens to my Social Security, Supplemental Security Income, and other federal
benefits during the coronavirus (COVID-19) pandemic?
All benefit payments will continue to be made on time, on payment date without interruption. Please note that
electronic payments are faster, safer and more convenient than a check payment. That’s why we encourage everyone
to get their benefit payments electronically. You can sign up for either direct deposit by visiting GoDirect.gov or the
Direct Express® debit card by calling 1-800-333-1795 (toll-free).

Your Direct Express® Account

How do I check the balance on my Direct Express® card?

You can view your account information at USDirectExpress.com or on the Direct Express® mobile app. Log in to check
your balance and view account activity.

You can also obtain account balance information by calling the Direct Express® card toll-free phone number on the
back of your card, 24 hours a day, 7 days a week. The automated system provides your balance and pending
deposits. You can also use it to listen to transactions and replace a lost/stolen/damaged card.

Using the automated system is a great way to obtain information without waiting to talk to a customer service
representative. Please note that due to the COVID-19 situation, you may experience longer call wait times if you
decide to speak with a representative.

Contacting Us

If you have questions or concerns about your benefit payments, we’re always here to help
you. Due to the COVID-19 pandemic, we recommend using self-service options.
• Log in to your account on the Direct Express® website or mobile app to check your balance, view account activity,
transfer funds, and use a variety of additional services. This is the fastest way to access account information and
services.
• Sign up for email and text alerts that will notify you when deposits, withdrawals, and transactions have been
posted to your account.
• Call the Direct Express® card toll-free Customer Service Department phone number on the back of your card, 24
hours a day, 7 days a week. You can use the automated system to obtain information without waiting to talk to a

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Benefit Payments During COVID-19
Frequently Asked Questions (FAQs)

customer service representative. Due to the COVID-19 situation, you may experience longer call wait times to
speak with a representative.
• Contact your paying agency. Please note that some benefit-paying agencies have closed their offices to the
public, but you can still reach them by phone or online (see below for benefit paying agency contact information).

Will Direct Express® customer service be affected by the coronavirus (COVID-19) pandemic?
When you call the number on the back of your Direct Express® card, you can use the automated system to check your
balance and pending deposits, listen to transactions and replace a lost/stolen/damaged card. Using the automated
system is a great way to obtain information without waiting to talk to a customer service representative.

Our Direct Express® customer service call centers remain open for your calls. Please note that due to the COVID-19
situation, you may experience longer call wait times to speak with a representative.

We encourage you to log into your account on the Direct Express® website or mobile app to take advantage of self-
service options such as checking your card balance and verifying deposits.

Who do I contact if I have questions or issues about my Direct Express® card or account?
If you have questions about your Direct Express® account or services, you may visit USDirectExpress.com or call the
toll-free Customer Service Department phone number on the back of your card. Please note that due to the COVID-19
situation, you may experience longer call wait times.

Who do I call if I have questions or issues about my benefit payment?

Please contact your paying agency directly for any questions or issues about your benefit payment. Please note that
some benefit-paying agencies have closed their offices to the public, but you can still reach them by phone or online.

Social Security Administration

Online: ssa.gov
Phone: 1-800-772-1213

Department of Veterans Affairs

Online: va.gov
Phone: 1-800-827-1000

Railroad Retirement Board

Online: rrb.gov
Phone: 1-877-772-5772

Department of Labor (Black Lung)

Online: dol.gov/owcp/dcmwc
Phone: 1-800-347-2503

Office of Personnel Management (Civil Service)

Online: opm.gov
Phone: 1-888-767-6378

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Benefit Payments During COVID-19
Frequently Asked Questions (FAQs)

Getting Direct Payments

Given the current circumstances, I would like to stop receiving my benefit payment via paper
check. Can I still sign up for direct deposit or the Direct Express® debit card?
Yes, you can sign up for electronic payments by contacting your federal paying agency (see “Contact Us” above for
benefit-paying agency contact information). Please note that some benefit-paying agencies have closed their offices to
the public, but you can still reach them by phone to sign up.

You can also visit GoDirect.gov or call 1-877-874-6347 Monday through Friday from 9 a.m. to 7 p.m. ET to sign up for
direct deposit.

You can sign up for the Direct Express® debit card by calling 1-800-333-1795 (toll-free).

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