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

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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.

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

Economic Impact Payments (Stimulus Payments)

For information about Economic Impact Pay

ments, 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.

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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.

•

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.

•

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

Benefit Payments During COVID-19

Frequently Asked Questions (FAQs)

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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

Benefit Payments During COVID-19

Frequently Asked Questions (FAQs)

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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).