What to Do When Your Direct Express Card Is Lost?

How do I get a new Direct Express card? 

If you lose your card, Direct Express will replace it upon request.

You can call the Direct Express customer service toll-free at one of the following numbers:

  • Customer Service: (888) 741-1115
  • Hearing-impaired: (866) 569-0447
  • International: 1 (765) 778-6290 (collect)

A customer service representative will ask you a few security questions to confirm your identity before they send you a new card. 

It is not possible to ask for a replacement card online.

How long should I wait before I report a lost card? 

If you can’t find your Direct Express card, you should report it as lost right away. 

Make sure to log into your account and check your recent payment history to see if there are any transactions you don’t recognize. If fraudsters get hold of your card, they can instantly drain funds from your account. 

Calling customer service as soon as possible will protect you from losing your money. If someone is using your card fraudulently, your liability will depend on how quickly you act. Under federal law, you can’t be held liable for unauthorized charges on your card once it’s been reported as lost or stolen. 

How much does a replacement card cost?

Direct Express allows cardholders to request one replacement card free of charge per year. You will be charged $4 for every additional card replacement request.

You will need to pay an additional fee if you want your card shipped via FedEx or UPS.

How long does it take to get a new Direct Express card?

Your replacement card is sent by standard mail and will reach you within 7 to 10 days. 

If you need to have a new card sooner, you can request Direct Express to ship it with Fedex or UPS.

How can I pay in the meantime if I don’t have a card?

Direct Express will immediately cancel the card that you reported as lost. Your card is now inactive and you can no longer use it to make payments. You will have to wait for the new card to arrive and activate it before you can continue to make purchases. 

What happens to my existing bills on auto-pay? 

If you cancel the card before the new bill is due, automatic payments will not go through, unless you have linked them to a backup funding source.

How to go about getting billing changed for those services?

You can update your account with an alternative payment method to avoid fees if the company receiving the payment allows it. When Direct Express declines the payment, it will roll over to your backup payment method. 

If you don’t have a backup payment method, you may be able to talk to the company and Direct Express and have any late fee charges reversed. Keep in mind that your request is likely to be refused if you have a history of declined payments.