U. S. Coast Guard Pay & Personnel Center
2019 Novel Coronavirus (COVID-19)
Customer Care Branch
Direct Access, Retiree/Annuitant, Travel/TPAX Customer Care
Call 866-PPC-USCG (772-8724)
0730-1600 (Central time) M-F
Subscribers to this list will receive notices and information on Coast Guard military pay and personnel policy and procedures. Subscribers will also be notified when active duty and reserve payslips are posted and of both scheduled and unscheduled outages affecting the Direct Access personnel system or the TPAX travel claim liquidation system. Additionally, subscribers will be updated when important information is posted to the Pay and Personnel Center's internet site.
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Commanding Officer (Staff Symbol)
U.S. Coast Guard
Pay & Personnel Center
444 S. E. Quincy St.
Topeka, KS 66683-3591
New Direct Access & WebNow Links
Per ALCOAST 069/21, here are the new web addresses (URLs) for Direct Access and WebNow/Perceptive Content:
New Direct Access link: https://hcm.direct-access.uscg.mil
New ImageNow/Perceptive Content link: https://imgprd01.direct-access.uscg.mil/webnow (Note: CG network access required.)
The user names and passwords you use to access these systems have not changed.
Did you know that Web-TPAX and Direct Access have self-service password reset features? All users of these systems must setup their profiles (by providing email addresses and other information) in order to use the self-service password reset features. The guides, linked below, provide easy to follow directions for setting up your user profile in both Direct-Access and T-PAX:
Password Reset Guidance
During a recent Direct Access (DA) system upgrade, the forgot password security question "What is your mother's maiden name?" was disabled in DA to reduce the possibility of a compromise of personally identifiable information (PII). For users who originally chose this as a security question, the hint question will now default to "What town were you born in?" but the ANSWER has NOT changed from what the user originally established for "What is your mother's maiden name?"
For those who have tried to use the Forgot Password feature and have been locked out of DA, please email PPC-DG-CustomerCare@uscg.mil to request a temporary password. Once logged into DA, you will need to follow the user guide below to change your security question, answer, or both.
It is recommended that users who originally selected "What is your mother's maiden name?" as their Forgot Password security question, log into DA and follow the user guide below to change the security question, answer, or both.
Password Reset Guide.
If your email address is not present or is incorrect, you will not be able to use the self-service password reset feature until your Business email address has been added to the system or is corrected. Contact your Servicing Personnel Office (SPO) and ask them to update your address for you. The SPO can perform this service for all Coast Guard personnel (Active Duty, Reservists and Civilians). Contractors and other non-USCG personnel/employees may contact PPC Customer Care or assistance.
Enhanced password controls were recently implemented in Direct Access to meet audit requirements. Passwords must now be 15 characters in length, have a least 1 special character, 1 number, 1 upper case, and 1 lower case. Passwords will expire every 35 days. DA will remember your last 9 passwords (must use new password when resetting). Accounts will lock (for 20 minutes) after 3 failed login attempts.
Please follow the procedures in the Web-TPAX Password Reset Setup Guide (pdf) to setup your profile and secondary password.
The Pay & Personnel Center (PPC), Customer Care Branch (CCB) provides Travel Approving Officials support for travel claims and Servicing Personnel Office Auditors support for military HR/Pay issues. We also process incoming calls for retired pay technicians.
Before You Call or Submit a Ticket:
Military Pay & Personnel Issues: Per ALCOAST 497/14 (Para. 3), customers are directed to contact their P&A Office for any errors or questions on pay and/or personnel issues. If the P&A Office cannot resolve it, the P&A Office is to contact the servicing SPO. If the serving SPO cannot resolve the issues, the SPO will contact PPC. Customers should not be contacting PPC directly for any pay or personnel issues. We will continue to reroute inquiries directly from customers back to the serving SPO, AND contact the servicing SPO Chief to inform them that the ticket was rerouted.
Travel and WEB-TPAX Issues: Member / PPC Communications – Per ALCGPSC 033/17, starting on 1 May, 2017 all travelers will work directly with their AOs to complete claims, resolve errors, and obtain information regarding claim status, audits, supplemental claims, travel policy, or requests for explanation of travel payments. This change will provide the most rapid resolution of members travel issues, will improve AO/traveler communications and efficiency, will improve AO proficiency and expertise, and will reduce overall claim processing and reimbursement times. If an issue cannot be resolved at the AO level, the AO will submit an electronic based ticket to PPC. Directions for submitting an electronic ticket can be found below. PPC Customer Care will continue to field emergency calls related to travel advances, debt collection overpayments, and other miscellaneous travel related emergencies.
Direct Access, Travel and TPAX Customer Care
Call 866-PPC-USCG (772-8724)
0730-1600 (Central time) M-F
For retired pay issues, we create trouble-tickets for review and action by the assigned retired pay technician.
Trouble Tickets for the following types of issues or requests require specific information or formatting. Review the information below (by clicking the links) for information you may need to submit with your ticket. Be sure to include all the required information in the "Description of Problem/Request" section of the the Trouble-Ticket form.
If you are on a Coast Guard Standard Workstation, you can contact us by using our Trouble Ticket Form MS Word Template.
Please review the instructions, below, if you are not familiar with the MS Word Template Trouble Ticket Process
Attention, Very Important – Please turn off the digital signature in MS Outlook before sending the e-mail message. The tracking system is not accepting digitally signed e-mails at this time.
We have created a template for submitting trouble tickets to PPC via e-mail. It works like this:
1. Right-mouse click on the link to the MS word template at https://cg.portal.uscg.mil/units/ppc/Documents/PPC_Customer_Care_Trouble_Ticket_Form.docm and select "save file as..." (Reminder - You need to be on a CG Standard Workstation to use this link).
2. Save the file to location on your user drive or desktop. After the file is downloaded select "open".
Note: If you click the link and open the file it will open in "Read Only" mode. Follow the prompts on screen to save a local copy and enable editing
3. MS word will open with the template form. You will see a security warning at the top of the window (as shown below). YOU MUST click "Enable Content" or the macros will not run. You will also see the "Read-Only" warning if you clicked the link rather than saving the file (per steps 1 and 2). Click "Edit Document" to continue.
4. Fill out the ticket as you have filled out the web ticket in the past.
Note: The default view for MS Word 2016 is the "Reading Mode". You need to switch to the "Edit Document" view. Maximize the document window, click "View", and select "Edit Document"
5. Click the "Submit" button
6. Review the information in the warning message (show below) and click "OK" Read and follow these instructions.
7. If you have MS Outlook open, the icon in the task bar will blink. Click it and you will see you have a new message in draft form.
8. Open the draft message by clicking on the icon in the task bar. The message is addressed to PSCemail@example.com this is the correct address for our tracking system. Do not change it.
9. You can add attachments if desired (See: Submitting Trouble Tickets with Supporting Documents Images). Do not make any other changes to the message.
10. Click "Send" and cancel the spell check.
11. Click "Yes" when prompted to send the message.
Trouble - Ticket Email Receipts: Network changes do not allow the auto generation of e-mails back to the submitter.