Retention Date: December 31, 2026
Purpose
In September 2025, the Department of the Treasury’s Bureau of Fiscal Service (Fiscal Service) selected Fifth Third Bank as the new Direct Express financial agent after conducting a competitive selection process and evaluating proposals from multiple financial institutions. Cardholder transition will be a phased approach, minimizing cardholder impact and ensuring excellent customer support. Customer transition communication is expected to begin in the spring of 2026. There are no immediate impacts to SSA’s existing Direct Express customers, and existing SSA processes will remain status quo until further notice.
Procedure
Direct Express remains a safe, reliable, and efficient electronic payment method for beneficiaries who do not have bank accounts. Please note the following important reminders to help beneficiaries have a positive Direct Express experience:
First, it is important to inform beneficiaries of the Direct Express program requirements (section 1.2) AND obtain consent before enrollment. NEVER automatically enroll anyone into the Direct Express program without first obtaining consent.
Second, refer cardholders to Direct Express customer service for cardholder issues. Cardholders can manage account concerns using the Direct Express mobile app, Direct Express website at www.USDirectExpress.com, or by calling the customer service number on the back of their card at 1-888-741-1115.
Third, remind Direct Express cardholders to keep their contact information up to date with both the financial agent and SSA to avoid authentication issues. SSA systems do not automatically update the financial agent with address or phone number changes.
By following this guidance, you can help ensure that Direct Express continues to be an easy and convenient way for our beneficiaries to receive their payments electronically.
Direct all program and technical related questions to your management
References
GN 02402.004 “Go Direct” Campaign
GN 00501.013 Explanation for Types of Payee