Step 1: call immediately
Call Direct Express customer service at 1-888-741-1115. Available 24/7. Report the card lost or stolen. The current card is deactivated immediately; no new charges can go through.
Step 2: confirm fraud protection
If you report the loss within 2 business days, your liability for fraudulent charges is capped at $50. After 2 business days but within 60 days of the statement, the cap rises to $500. Past 60 days, you may be responsible for all unauthorized charges.
Step 3: replacement card
Standard replacement is free and ships via USPS, typically arriving 7-10 business days later. Expedited 2-day shipping costs $13.50. If your next deposit lands before the card arrives, the funds load on the new card the moment it activates.
Step 4: emergency cash
If you need cash before the new card arrives, request an emergency cash transfer through MoneyGram. The fee is $13.50, and funds are usually available within 24 hours at any MoneyGram location.
Step 5: activate the new card
When the new card arrives, call the number on the sticker to activate. The PIN you used on the old card transfers automatically; no new PIN setup needed.