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U. S. Coast Guard Pay & Personnel Center

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Customer Care Branch

Direct Access, Retiree/Annuitant, Travel/TPAX Customer Care 
Call 866-PPC-USCG (772-8724)
0730-1600 (Central time) M-F
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E-Mail News Updates

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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Contact Us

Mailing address:

Commanding Officer (Staff Symbol)
U.S. Coast Guard 
Pay & Personnel Center
444 S. E. Quincy St.
Topeka, KS 66683-3591

Telephone

(866) 772-8724
(785) 339-2000
For E-Gov Travel Sys (ETS) Call the 
hotline: 1-866-800-USCG (8724)

Fax

(785) 339-3780

E-Mail

Customer CarePPC-DG-CustomerCare@uscg.mil

Web Content Manager - PPC-SMB-PPC-PD@uscg.mil

Self-Service

Direct Access https://hcm.direct-access.uscg.mil
Log on to ETS/ETS Logo https://e2.gov.cwtsatotravel.com/

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WebNow Upgraded to "Perceptive Experience" - New Link

Effective September 17, 2021, WebNow will be upgraded to "Perceptive Experience". This upgrade only impacts the “view only” or web version – which is currently called WebNow, but is being upgraded to “Perceptive Experience”. New user access requests do not need to be completed. Users who previously logged into the WebNow link will now log into the Perceptive Experience URL using their old WebNow user ID and PW. This upgrade does not impact Perceptive Content, which is used for uploading documents. The SPO Access to the Electronically Im​aged PDR (EI‑PDR) user guide has been updated to reflect the upgrade. The URL for Perceptive Experience is https://imgprd01.direct-access.uscg.mil/experience. They system cannot be accessed outside of the Coast Guard network using the URL. The URL is not needed when accessing Perceptive Experience via Direct-Access.

ETS Hotline 1-866-800-8724

Travel Assist Teams are here to help you learn the new electronic travel system.

Attention

We are experiencing an extremely high volume of calls.  If you are an Approving Official or an immediate traveler, traveling within the next 48 hours, please contact the Travel Assist Team. 

All other callers, including those with travel beyond 48 hours or with policy questions, should contact their local Admin/AO for assistance.

As announced in ALCOAST 347/21, if you need assistance with the  E-Gov Travel System (ETS) call the Travel Assist Teams hotline: 1-866-800-USCG (8724) during the business hours of 8 a.m. to 8 p.m., (EDT), Monday through Friday. Once members call the hotline, they will be prompted to select a geographic region (west, central, or east time zones) for regional customer care.

Notes:

  1. Members stationed out of the continental U.S. (OCONUS) can select any region to be connected to a team member.
  2. If members call PPC directly for assistance, the PPC Customer Care Team will direct callers to the Travel Assist Team hotline.  
Password Assistance
Note: Per the Department of Homeland Security Handbook for Safeguarding Sensitive Personally Identifiable Information, we are not able to provide password resets via telephone. 
Collapse All Expand All

 

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 GuidePDF File.

 

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.

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 GuidePDF File.

Please follow the procedures in the Web-TPAX Password Reset Setup Guide (pdf) to setup your profile and secondary password.

About PPC Customer Care Trouble Tickets

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.  How are we doing?

Before You Call or Submit a Ticket:

E-Gov Travel System (ETS) Issues/Questions: Call the Travel Assist Teams hotline: 1-866-800-USCG (8724). Due to the fees associated with troubleshooting issues directly with CWTSATO’s Customer Care Line, members are strongly discouraged to call CWTSATO directly. Unit commanders, commanding officers, officers in charge (OIC) and supervisors should direct members to use the Travel Assist Teams hotline: 1-866-800-USCG (8724) during the business hours of 8 a.m. to 8 p.m., (EDT), Monday-Friday. Once members call the hotline, they will be prompted to select a geographic region (west, central, or east time zones) for regional customer care; Members stationed out of the continental U.S. (OCONUS) can select any region to be connected to a team member. If members call PPC directly for assistance, the PPC Customer Care Team will direct callers to the Travel Assist Team hotline.

Issues with this website. Report website issues to the Web Content Manager via e-mail to PPC-SMB-PPC-PD@uscg.mil

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 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 Requiring Specific Information

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.

Procedure for Submitting PPC Customer Care Trouble Tickets

Contact Us

Phone: 785-339-2200/1-866-772-8724
Email:    ppc-dg-customercare@uscg.mil

E-Gov Travel System (ETS) Issues/Questions: Call the Travel Assist Teams hotline: 1-866-800-USCG (8724). Due to the fees associated with troubleshooting issues directly with CWTSATO’s Customer Care Line, members are strongly discouraged to call CWTSATO directly. Unit commanders, commanding officers, officers in charge (OIC) and supervisors should direct members to use the Travel Assist Teams hotline: 1-866-800-USCG (8724) during the business hours of 8 a.m. to 8 p.m., (EDT), Monday-Friday. Once members call the hotline, they will be prompted to select a geographic region (west, central, or east time zones) for regional customer care; Members stationed out of the continental U.S. (OCONUS) can select any region to be connected to a team member. If members call PPC directly for assistance, the PPC Customer Care Team will direct callers to the Travel Assist Team hotline.

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).

save as

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

File download

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. 

Security and edit warning dialog

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"

switch to edit mode

5. Click the "Submit" button

6. Review the information in the warning message (show below) and click "OK" Read and follow these instructions.

Read this

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.

outlook dialog

8. Open the draft message by clicking on the icon in the task bar. The message is addressed to PSC-bpam@uscg.mil 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 Imagesupdated). Do not make any other changes to the message.

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.

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.