Is your Direct Express Card Locked (or your account online is frozen)? If so, we can help you.
In this post, we will explain the possible reasons why your card is locked or why you cannot log in to the website and what you can do in each case.
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Why is my Direct Express Card Locked?
There are several reasons why your card may be locked.
Fraud or Suspicious Transactions
First, your Direct Express card may be locked because Direct Express may have noticed or suspected fraudulent activity on your card.
Fraudulent or suspicious activity may come in the following ways:
- Multiple attempts to use your card to make a purchase
- A large purchase is made with your card that is larger than the balance in your account
- An unusually large purchase with your card that does not fit the pattern of past transactions you have made
- Your card is being used in a foreign country and you have not notified Direct Express you are traveling
- Attempts to use your card for purchase online with incomplete information – e.g CCV number, zip code, etc.
Any of these scenarios may raise a red flag and in order to protect your money, Direct Express may lock your card as a precaution until they talk to you.
ATM Issue
Second, another reason your card may be locked is multiple failed attempts to use the card to withdraw money at an ATM.
If you forgot your ATM pin and unsuccessfully tried to use your card to get cash, this may trigger a red flag and result in your card being locked for security reasons.
Also, if your card was stolen and there was an attempt to use it at an ATM, the person who stole it may be trying different ATM pin combinations to try to access your money.
That will trigger a red flag and result in a freeze on your card.
Reported Fraud
If you called Direct Express customer service or dispute resolution department and reported fraudulent activity on your account, your card will be canceled.
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You will then be issued a new card, which will be mailed to you. If you have not received the replacement card yet, see our Direct Express card replacement post.
The card is Report Lost or Stolen
Furthermore, if you called Direct Express customer service and have reported your card lost or stolen, they will automatically cancel the card.
Should you later find the missing card, you will not be able to use it.
You will have to wait for the replacement card to arrive since the card you reported lost or stolen has been canceled to protect your funds.
Card Has Expired
Your card may not be working because it has expired. Check the front of your card to make sure your card expiration date has not passed.
If your card has expired, you should have received a replacement card in the mail about two weeks before expiration.
You should check your mail to make sure it was sent. If you have not received a replacement card, call Direct Express Customer Service and request one.
If they already mailed you a card and you did not receive it, they will cancel that card and mail you a new one.
How to Unlock Your Direct Express Card
To unlock your Direct Express debit card, call customer service and be ready with your card number and other identifiers.
The customer service number you call depends on the first 6 digits of your Direct Express card number as shown below:
Direct Express Customer Service Number
If your Direct Express Debit Mastercard begins with 5332 48, you can reach customer service through the phone numbers below:
- Customer Service: 1-888-741-1115
- Hearing-impaired: 1-866-569-0447
- International: 1-765-778-6290 (Collect)
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Customer Service is available 24 hours a day, 7 days a week.
If your Direct Express Debit Mastercard begins with 5115 63, you can reach customer service through the phone numbers below:
- Customer Service: 1-866-606-3311
- Hearing-impaired: 1-800-325-0778
- International: 1-661-6006-3311 (Collect)
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Customer Service is available 24 hours a day, 7 days a week.
Why Can’t I log in to the Direct Express Website?
If you are having problems getting access to your Direct Express account online, it may be due to a number of reasons.
First, if you are entering the correct User ID and password and you still can’t get access, then you should call the customer service number above.
If you have forgotten your User ID, then click on the “Forgot User ID?” link at the bottom of the login page.
We have detailed instructions on Direct Express Login here.
Similarly, once you enter your correct User ID and realize you don’t know your password, follow the instructions on that page to reset your password.
Frequently Asked Questions
Here are the most commonly asked questions relating to Direct Express locked card account, fraud, and lost or stolen card replacement.
-
If my card is lost or stolen, is my money protected?
Your Direct Express debit card comes with protection against unauthorized use.
If you experience any fraudulent or unauthorized use of your card, your liability for unauthorized transactions is limited if your card is reported timely to Direct Express as lost or stolen.
Under federal law, cardholders who dispute a transaction within 2 business days of learning of the loss or theft cannot be held liable for more than $50.
Those who dispute a charge within 60 days cannot be held liable for more than $500.
For Direct Express cardholders, this deadline is stretched to 90 days.
Therefore, you have 90 days to report any unauthorized transactions and not be liable for more than $500. -
How long will it take to receive a replacement card?
If your Direct Express card is lost or stolen, immediately call the Direct Express Customer service to report your card as lost or stolen.
They are available 24 hours a day, 7 days a week. The number to call is 1-888-741-1115.
Your replacement card will arrive by standard mail within 7 to 10 days.
If you want the card sooner, you can pay a fee for expedited shipping.
If you have waited for 7 to 10 days after calling customer service and have not yet received your new card, call customer service and let them know.
The card may be lost in the mail and may have to be re-issued.
You are given one free replacement card each year. After that, there is a fee to get your card replaced within that year.
Conclusion
We hope this post on Direct Express Card Locked was helpful.
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If you have further questions about Direct Express Card, please let us know in the comments section below.
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