My brother is not able to call them directly. We contacted Social Security and his caseworker called Direct Express and told them to unlock his card. They said they and to wait for 24 hours to access the card. I did and it didn't work again. I called them and the first time they said the Social Security Caseworker said to leave as is, and the second time they said the caseworker said issue a new card. This was my final attempt in a long, frustrating communication with them. I give up. User's recommendation: Do not have your benefits put on Direct Express!