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USCG Pay & Personnel Center             

Customer Care Branch (CCB)

DA PASSWORD ERROR HAS BEEN REPORTED AND IS CURRENTLY BEING TRIAGED BY C5ISC - WE APOLOGIZE AND APPRECIATE YOUR PATIENCE! 

DIRECT ACCESS CHALLENGES

The Pay and Personnel Center is aware of Direct Access challenges.  We are currently experiencing the same issues and working with C5I and programmers to stabilize the system.  This message will be removed when resolved.

Attention: Orders remaining in a funds status check failed status (e.g. Awaiting $) is a known issue causing the continue error with newly renamed units for PCS, Separation, and RSV orders. If you continue to experience this issue, please submit a PPC Customer Care Ticket to PPC-DG-CustomerCare.

ESS/CGBI: A known connection loss between Direct Access and CGBI is impacting Employee Summary Sheet (ESS) data, last updated on 09 May 2024. It is actively being triaged by the C5ISC. Temporary mitigation steps are in place to ensure permitted member data sets are provided to boards and panels.

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).

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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
 

E-Mail

Customer CarePPC-DG-CustomerCare@uscg.mil

Web Content Manager 

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Self-Service

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


 

 

 

CONTACT INFORMATION

Direct Access, Retiree/Annuitant, Travel Customer Care

 
Call 866-PPC-USCG (772-8724)
Available Support ~ 0730-1600 (Central time) M-F

Trouble Ticket Email: ppc-dg-customercare@uscg.mil 

Please note our Ticket System does not reply with an assigned number.


How are we doing?

Email templates and instructions can be found by visiting:

 PPC Customer Care FAQ Page!

 

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.

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. 
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Are you having trouble resetting your Direct-Access password? 

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 PSI/ 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.

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 (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