For individuals receiving Social Security benefits—especially those without a bank account or stable housing—the Direct Express card can be a game-changer. However, many people, such as Steve, a 73-year-old man recently released from prison, are confused about how the program works, whether it's still active, and how to obtain the card in their possession.

Steve’s story offers a first-hand look at the confusion and bureaucracy that often surrounds the Direct Express card—and shows how, with persistence, it can become a powerful tool for regaining financial control.

What Is the Direct Express Card?

The Direct Express card is a government-backed prepaid debit Mastercard issued through Comerica Bank. Instead of receiving paper checks or needing a private bank account, eligible recipients can have their federal benefits, such as Social Security, SSI, or SSDI, automatically deposited onto the card each month.

It allows recipients to:

• Make purchases anywhere Mastercard is accepted
• Withdraw cash from ATMs
• Avoid overdraft fees and check-cashing hassles
  
  

For people like Steve, without a bank account or stable mailing address, this card is a lifeline.

Steve’s Situation: Where Is My Money Going?

After being released from prison, Steve had difficulty confirming how his Social Security payments were going to reach him. He was told the amount and that payments would start again on June 3rd.

But he had no idea:

• Where the money was going
• Whether it was going to a bank or card
• If he needed to take further action
  
  

That’s where his advisor, Dan, stepped in to unravel the mystery.

The Confusion Around Card Issuance

Initially, Steve thought his benefits would be sent to a bank account. But his old Chase account had been closed years earlier. He assumed he would get a new card from SSA, as he had once been told by an official that he would “receive a special debit card.”

But when he hadn’t received anything, Dan and Steve began to investigate. They encountered conflicting information:

• Some SSA and bank employees said Direct Express was no longer active.
• The SSA website still listed it as an option.
• The Treasury Department confirmed the program was still operational—but only under certain conditions.

Can You Still Get a Direct Express Card in 2025?

Yes—but only if your benefits have been activated.

This is where the process gets tricky. According to the Direct Express support team, they can only issue a new card to someone who is actively receiving benefits. If you’re not already “in the system” as a current recipient, they cannot enroll you on their end.

Steve’s situation was unique. He was scheduled to begin receiving benefits again but hadn’t yet received the first payment. That left him in a gray zone—technically eligible, but not yet visible in the system.

Eventually, it was confirmed: SSA had already enrolled him in the Direct Express program, but the card that was previously issued had expired.

How Steve Got His Replacement Card

Once they confirmed the expired card, Dan and Steve called the U.S. Treasury’s Electronic Payment Center and asked to have a new Direct Express card issued.

A representative explained:

• The expired card (from 2020 or earlier) would be permanently canceled.
• A new card would be issued and mailed to Steve’s current address, or at least one he could access.
• Once activated using the number on the back of the card, all deposits would go directly to that card.
  

Steve was finally on track to receive his June 3rd benefit on time, after weeks of uncertainty.

What Happens If You Lose or Don’t Receive Your Card?

Steve never received his initial card after release, possibly due to a mailing error or inactive address. 

According to Direct Express policy:

• If you don't activate your card within a certain period, it expires.
• If your card is lost or expired, you must call to request a replacement.
• You will need to verify your identity (SSN, name, DOB, address) before a new card is issued.
• The new card typically takes 7–10 business days to arrive.
  

Important: You cannot access your funds until the new card is activated.

Direct Express for Those Without a Bank Account

Steve’s case is especially relevant for individuals who don’t have a bank account. After incarceration, many people struggle to open a new account because they lack documentation, a permanent address, or a phone capable of receiving two-factor authentication texts.

This makes the Direct Express card one of the only viable options for secure payment. This process:

• Doesn’t require a credit check
• Doesn’t need a bank account
• Is accepted nearly everywhere
• Comes with fraud protection and account services
  

Technology Still a Barrier

Steve had a prepaid track phone with limited data and no internet access. That made it difficult to go online, verify email codes, or access SSA portals. Dan helped him by creating a login.gov account and email address—necessary steps to eventually gain access to his SSA information.

Still, when SSA’s system blocked them from creating an online portal account for Steve, they were forced to rely on phone support—another layer of difficulty for those without consistent access.

Social Security Direct Express Card FACTS

1. You Must Be Receiving Benefits to Enroll - The system won’t let you enroll in Direct Express until your first benefit is officially on record.
2. SSA Often Enrolls You Automatically -  Steve never requested the Direct Express card—but SSA signed him up anyway.
3. You May Never Be Told About the Card - Lack of communication is a recurring issue. Steve didn’t know he’d been enrolled until his advisor tracked it down.
4. Phone Support Is Critical - SSA and Direct Express customer service lines are your best bet if your online access is limited or blocked.
5. Persistence Is Key - It took over five calls and several hours before Steve’s issue was resolved. Be ready to advocate for yourself, or get someone who can.
6. YOU NEED TO CLEAR THIS UP BEFORE PAYMENT IS DISTRIBUTED - or else things get a lot more complicated

Direct Express Still Matters in 2025

Despite rumors and misinformation, the Direct Express card is still a valid and essential tool for Social Security recipients, especially those without a bank account or fixed address. Steve’s experience shows that the program may not be easy to access, but it’s worth fighting for.

If you’re in a similar situation:

• Contact SSA to confirm your benefit delivery method.
  
• Call Direct Express to ask about enrollment status or request a replacement card.
  
• Use a secure address or the General Delivery option to receive the card safely.
  
• Don’t give up—your financial stability may depend on this single piece of plastic.

As Steve put it best, “When I get my money, we’re going to lunch.” After everything he went through, that meal will be well earned.