We’re all seeing disruptions due to the
new coronavirus, or COVID-19. 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
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).
During this crisis, 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.
Click here to read more about how to
protect yourself from scammers.
COVID-19 Update:
Your benefit payments will continue to be on time.
Economic Impact Payments (Stimulus)
Most people will receive their payment through direct deposit or Direct Express®.
Visit irs.gov/coronavirus for details on how this works.
For other common concerns, please check our list of questions on the following pages.
We’ll update it as things develop.
COVID-19 (Coronavirus) Information
GoDirect.gov/gpw/covid19
Updated April 24, 2020
Page 1 of 4
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 experi-
ence longer call wait times if you decide to speak
with a representative.
Benefit Payments During COVID-19
Frequently Asked Questions (FAQs)
Page 2 of 4
Contacting Us
If you have questions or concerns about your ben-
efit payments, we’re always here to help you. Due
to the COVID-19 situation, 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 transac-
tions 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 infor-
mation without waiting to talk to a 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
most agencies have closed their oces to the
public, but you can still reach them by phone
or online.
Will Direct Express® customer service
be aected 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 check-
ing 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 USDirectEx-
press.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 situa-
tion, you may experience longer call wait times.
Page 3 of 4
Page 4 of 4
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 pay-
ment. Please note that most agencies have closed
their oces to the public, but you can still reach
them by phone or online.
Social Security Administration (for Social Securi-
ty benefits and Supplemental Security Income)
Oces: CLOSED
(more info: ssa.gov/coronavirus)
Online: ssa.gov
Phone: 1-800-772-1213
Department of Veterans Aairs
Oces: CLOSED
(more info: benefits.va.gov/BENEFITS/news.asp)
Online: va.gov
Phone: 1-800-827-1000
Railroad Retirement Board
Oces: CLOSED
(more info: rrb.gov/Newsroom/NewsReleases/
Coronavirus)
Online: rrb.gov
Phone: 1-877-772-5772
Department of Labor (Black Lung)
Oces: CLOSED
Online: dol.gov/owcp/dcmwc
Phone: 1-800-347-2503
Oce of Personnel Management (Civil Service)
Online: opm.gov
Phone: 1-888-767-6378
Will Social Security oces be open during
the coronavirus (COVID-19) pandemic?
All local Social Security oces are currently
closed to the public. This decision protects the
population the Social Security Administration
(SSA) serves—older Americans and people
with underlying medical conditions—and its
employees during the coronavirus (COVID-19)
pandemic. However, SSA is still able to provide
critical services.
Local oces are directing the public to access
SSA.gov for business that can be conducted
online or call the National 800 Number at
1-800-772-1213 (TTY 1-800-325-0778). The
National 800 Number has many automated
service options you can use without waiting to
speak with a telephone representative. Please
see SSA’s press release for more information.
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 “Con-
tact Us” above for agency contact information).
Please note that most agencies have closed their
oces 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
11 a.m. to 3 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).