USCG Pay & Personnel Center

Direct Access User Guides Retiree Self-Service E-Gov Travel System (ETS)

PAY & PERSONNEL CENTER (PPC)

Due to the heavy call volume and our phone systems limited capacity many customers are experiencing long wait times or being dropped from the call hold queue. We apologize for the inconvenience and frustration this is causing. We encourage any customer with urgent support requests to submit a customer care ticket at PPC-DG-CustomerCare@uscg.mil. In the Subject of the email please include the phrase URGENT TAX SEASON in all caps and the topic you need assistance with (example: 1099, W4, W2, etc.). In the body of your email please include your CURRENT MAILING ADDRESS. The mailing address must be able to receive FedEx packages.

DIRECT ACCESS

Direct Access (DA) is currently operational. Given the recent upgrades, the C5I Service Center is actively addressing residual access issues following the implementation of Multi-Factor Authentication (MFA) as announced in ALCOAST 105/25. Additionally, the C5I Service Center has assumed PPC’s previous role for DA password reset and other technical maintenance.

DA’s status will be updated accordingly on the logon screen once services are fully restored.

Common Access Card (CAC) users must login using their CAC. Username/password login is no longer available.
Non-CAC holders (Retirees, Annuitants and those without a CGOne account) should have received a password reset email from the C5I Service Center. If members have not received their password reset email or continue to experience issues logging in, they should contact the C5I Service Center Product Support Service Desk for assistance.

Product Support Service Desk can be reached by phone at 800-821-7081 (Mon-Fri, 6:30AM-6:30PM, EDT) or via email at SMB-USCG-KerWV-ProductSupportSD@uscg.mil for assistance with password resets, logon assistance or other DA technical issues. 

The Pay and Personnel Center (PPC) Customer Care Help Desk will continue to address personnel/administrative issues (not related to DA technical issues) and can be reached via email at PPC-DG-CustomerCare@uscg.mil or by phone at 866-772-8724 (Mon-Fri, 7:30AM-4:00PM, CDT).

NOTE: At 0600 EDT, Monday, March 31, 2025, availability to Direct Access will be limited to only those users performing tasks associated with implementing the 2025 basic pay increases. Direct Access will be reactivated at 0600 EDT, Thursday, April 3, 2025.

RETIRED PAY

PPC is addressing a processing delay due to systematic issues and a shortage of personnel. This is causing a delay in response efforts for VA offsets, AEWs, CRDP, and CRSC disability. 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 care and accuracy.

PPC Page Menu

Customer Service Feedback

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
0730-1600 (Central time) M-F

E-Mail:
PPC-DG-CustomerCare@uscg.mil

Web Content Manager

Regular to Reserve (R2R) Frequently Asked Questions

PRINT | E-MAIL

Nov. 4, 2021 —

Regular to Reserve (R2R) Service Validation

Background

The Coast Guard inadvertently misinterpreted a 2010 Board for Correction of Military Records (BCMR) ruling for a member who transitioned from an active component to a reserve component in which the Pay and Personnel Center (PPC) was authorized to close the break in service of a member who transitioned into the Coast Guard Reserve. PPC subsequently misapplied this ruling to all officers who transitioned from regular to reserve (R2R) status from 2010-2017 and aligned their anniversary years with their pay entry base dates (PEBD). This was incorrectly processed because the signed oath of office did not take effect until a later date which should have resulted in a legitimate break in service. This error was discovered during pre-board record reviews when service dates, anniversary dates, and personnel records did not align with each other.

The Coast Guard has an obligation to the Service and to each member to ensure they have a correct record which will impact all pay and entitlements throughout one’s career and into retirement. Rectifying this error now will allow enough time to make appropriate adjustments to service records and service dates, and to correct retirement dates.

Process

PPC has reviewed all R2R officers’ records from 2010-2017 and created an abbreviated statement of creditable service (SOCS) covering that timeframe. The abbreviated SOCS will be sent to PPC-Military Accounts Support (MAS) for any necessary manual pay adjustments which may result in an overpayment due to PEBD corrections. If a debt is generated, the member will be notified in accordance with the Personnel Pay & Procedures Manual (3PM) PPCINST M1000.2 (series). In the case of any debt over $1000, a notification will be sent to the member’s commanding officer and to the member. Any debt $1000 and below will be reflected within the member’s pay slip. The member and the member’s servicing personnel office (SPO) will be notified individually of the amount owed. Upon notification of a debt collection, members requesting a waiver of the debt will need to submit a waiver application in accordance with the instructions listed in the waiver application guide and 3PM. The member’s local personnel and admin (P&A) office and/or SPO will be able to assist in filling out the waiver application form.

How will this impact me?

The ramifications of this error could include:

- Overpayments from an incorrect PEBD resulting in debt collection

- Incorrect anniversary date based on incorrect reserve points statements

- Incorrect reserve points calculations affecting retirement eligibility date

- Incorrect placement on the IDPL register of officers

What options do I have?

Points or Total Qualifying Service (TQS) Issue:

PPC and PSC-RPM have been in communication with CG-R55 and CG-133 since becoming aware of the situation. Unfortunately, there is no law or policy authorized to readjust or “shift” lost points from one anniversary year to another. If you have any source documentation (oath of office, LES/pay slip, drill forms, etc.) that displays you were in an active duty or reserve status during the time period(s) in question, please provide them to the PPC Advancements Branch (ADV) at ppc-dg-customercare@uscg.mil so your record can be updated. If any drills were performed prior to signing an oath of office, those drills and respective points will be honored.

Debt Issue:

CG-133 is the approval authority for waiver applications. If requesting a waiver of an incurred debt, complete a CG-5489/2, waiver application, and route it through your chain of command. CG-133 will review each application thoroughly and make an appropriate decision. Your local P&A office and/or SPO will be able to assist in completing this form.

The U.S. Department of Defense is committed to making its electronic and information technologies accessible to individuals with disabilities in accordance with Section 508 of the Rehabilitation Act (29 U.S.C. 794d), as amended in 1998. DoD websites use the WCAG 2.0 AA accessibility standard.

For persons with disabilities experiencing difficulties accessing content on a particular website, please use the form DoD Section 508 Form. In this form, please indicate the nature of your accessibility issue/problem and your contact information so we can address your issue or question. If your issue involves log in access, password recovery, or other technical issues, contact the administrator for the website in question, or your local helpdesk.