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Our Pay and Personnel Center team members are users of Direct Access –just like you– and are similarly impacted by challenges with the system. Though the Pay and Personnel Center does not own or control repairs to Direct Access, we continue to advocate with the Program Office to prioritize repairs and the C5I Service Center to conduct those repairs. We appreciate your patience and grace during this time period.
In essence, Direct Access is our ship . . . and our ship is damaged and undergoing depot-level repairs. The crew at the Pay and Personnel Center are just as eager for Direct Access to come back to fully mission capable, so we can better serve our Coast Guard families.
Note: The issue which was preventing the issuance of PCS orders and entitlements has been resolved. If you continue to experience issues with your PCS orders or entitlements, the Pay and Personnel Center PCS Assist Team is standing by to assist (844-727-2022, PCSAssist@uscg.mil).
At present, for temporary, permanent, VA offset, AEW’s, CRDP, and CRSC disability, we are encountering a processing delay due to systematic issues and a shortage of personnel. You remain our primary concern. We want to assure you that we are fully committed to resolving these issues promptly and handling your cases with utmost proficiency.
PPC is aware of the extended wait times with SATO customer service and other SATO customer service concerns. PPC is working with GSA to find solutions to address these issues, as we understand these problems affect members performing Coast Guard missions. PPC will continue to share these concerns and work with GSA and SATO until we have a solution that is better suited to assist our agency and its members.
Commanding Officer (Staff Symbol) U.S. Coast Guard Pay & Personnel Center 444 S. E. Quincy St. Topeka, KS 66683-3591
(866) 772-8724
PPC-DG-CustomerCare@uscg.mil
Web Content Manager
Report broken links or other website issues here
https://hcm.direct-access.uscg.mil https://e2.gov.cwtsatotravel.com/
Trouble Ticket Email: ppc-dg-customercare@uscg.mil
Please note our Ticket System does not reply with an assigned number.
For Retired Personnel Support: We assist customers through getting issues identified and elevated by creating trouble-tickets for review and action that to go to the Retired Annuitant Services (RAS) branch. You may also submit an email that feeds into the trouble ticket system via PPC-DG-CustomerCare@uscg.mil. Please ensure your request contains all required forms and identification which is located at this link: Pay and Personnel Center (PPC), Retiree and Annuitant Services (uscg.mil). Direct Access Self Service remains the most secure and efficient means of managing your account.
To ensure the safety and security of our service member’s and civilian employee’s accounts, effective immediately, Customer Care will no longer send password resets for active/reserve military members or civilian employees to personal email addresses. All password resets will be sent to USCG.MIL email addresses only.
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 P&A office or Servicing Pay Office (SPO) and ask them to update your address for you. They 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.
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 (click email address for template of required information) 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 OVERVIEW GUIDE PDF