USCG Pay & Personnel Center

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

Retiree & Annuitant Services (RAS) Branch

Direct Access Retiree Self-Service Guides

DIRECT ACCESS

The Pay and Personnel Center (PPC) Customer Care Branch is receiving a high volume of phone calls and email inquiries from customers indicating Direct Access is down, timing out, or not accessible. If you or your members are experiencing any of the below error codes, please submit your concerns to C5ISC via CGFIXIT Ticket with a screenshot of the error code along with the IP Address you are attempting to log into DA from. PPC is unable to resolve Direct Access connectivity and system issues.

Errors identified:

Spinning circle
DA Link is timing out
404 Error code
Authorization Error – Contact your Security Administrator
Hmmm… Can’t reach this page

PASSWORD RESET

The password reset function in Direct Access doesn’t function as designed. The loss of functionality is a result of Direct Access’s migration to a cloud provider’s servers. We apologize for the inconvenience. Unfortunately, the Pay and Personnel Center (PPC) does not have oversight of Direct Access functionality. PPC has made the C5I Service Center aware of the degradation in password reset functionality. The C5I Service Center is working diligently to correct this issue. In the meantime, please submit a trouble ticket (or call), so one of our technicians can assist in resetting your password.

If your email address is NOT present or is incorrect, you will not be able to use the self-service password reset feature. Your business email address in DIRECT ACCESS must be added to the system or corrected. Active duty and Reserve members must contact your P&A office or Servicing Pay Office (SPO) for assistance to update.

Please note: 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. Do not submit multiple requests. Please allow 5 days upon submission for response.

Guide: Passwords and Set up/Update Security Questions

RETIRED PAY

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.

RAS Page Menu

Report of Death

Click here to Report a Death

Customer Service Feedback

Mailing Address:

Commanding Officer (RAS)
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

DA Password Reset Update

Password Reset Guidance

NEW GUIDANCE: Passwords and Set up/Update Security Questions (click for guide)

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

Sign In at https://hcm.direct-access.uscg.mil/

You can manage the items below through Direct Access (DA) Self-Service. This is the most convenient way to process requests, is available 24/7, and the changes are captured in our pay system NEARLY IMMEDIATELY. Please click on the title for information on how to use Direct Access (DA) Self-Service, explore other contact methods, and obtain required information/documents.

“Due to an increase in suspicious activity and attempts to access the accounts of our customers, PPC is taking steps to ensure the safety and security of your account. To ensure the identity of customers we are providing services for, PPC will now require a form and or an email template found below to support the changes we make on your behalf. This process ensures PPC is in compliance with US CODE and policy. Furthermore, to protect your accounts, a copy of a valid photo ID (front and back) must be submitted as well with the worksheet or ticket. Failure to provide a photo id will result in no action taken on your request. PPC will no longer be completing account changes over the phone.

NOTE: All requests submitted must include EMPLID and or last 4 of SSN, failure to provide will result in no action taken. PPC Ticket System does not reply with an assigned number.

USER GUIDE TopicS	Revision Date
FIRST TIME USER - Initial Direct Access Sign On Welcome to Direct Access! Once you complete the Initial Sign On process as a new user, please refer to all the available User Guides listed below for updates, changes, and viewing your Self-Service capabilities. Inicio de sesión inicial de acceso directo	02/21/2024 21 febrero 2024
Change Delivery Options You can view and update your delivery options for Payslip and Retiree Newsletter by using Direct Access (DA) Self-Service. IMPORTANT: Planned Changes for Mailing of Long Blue Line > United States Coast Guard > Coast Guard Pay and Personnel News Cambiar las opciones de entrega	02/21/2024 21 febrero 2024
Change Electronic Funds Transfer (EFT)/Direct Deposit You can update your Direct Deposit in Direct Access. If you cannot access the self-service system, you may provide updated direct deposit completing form CG-2015, Pay Delivery Worksheet, and emailing to ppc-dg-customercare@uscg.mil or mailing it to us at: Commanding Officer (RAS) U. S. Coast Guard Pay & Personnel Center 444 SE Quincy St Topeka KS 66683-3591 Note: Requests received outside of Direct Access (DA) Self-service have a processing time up to 60 days after receipt. Report a Missing Payment - The majority of returned payments are the result of outdated banking information in our pay system. Providing updated banking information to other government entities (e. g., DEERS, VA) does not update your information with PPC-RAS and vice versa. Note – Returned Allotment: If the returned payment is an allotment, it is our standard process to stop the allotment and send the money to your direct deposit account on our next available off cycle. If you need to restart the allotment, we will need new banking information and policy numbers if applicable. Note – Returned Net Pay: It is our process to make several attempts to reach you and check our system for updates, if new banking information is not received by the 8^th of the month your pay account will be placed into a held pay status until new banking information is received. Held pay is released once the member has provided the required information/ documents. If this is done by the 10th of the month the held pay should be released on the next available on-cycle payment, normally the 1st of the month. If this is done after the 10^th, however, the held pay may take 45 to 60 days to be released. Cambiar Transferencia Electrónica de Fondos (EFT)/Depósito Directo	09/04/2024 04 Septiembre 2024
Change Email Address Overview -View/Add/Delete You can update your e-mail address in Direct Access (DA) Self-Service. If you cannot access the self-service system, you may report changes by emailing ppc-dg-customercare@uscg.mil (Select email link for CC Ticket Template). Please include the following information so we can process your request: Emplid ID or last 4 of your SSN What you would like us to update: Your phone/email in case we need additional information Note: Requests received outside of Direct Access (DA) Self-service have a processing time up to 60 days after receipt. Ver/Agregar/Eliminar mi dirección de correo electrónico Descripción general	02/21/2024 21 febrero 2024
Change Federal & State Tax Information You can change your federal and state income tax withholding in Direct Access (DA) Self-Service. Caution: Please review the guidance for completing the "Other Adjustments" section very carefully. It is recommended to consult a tax specialist prior to completing this area. Step 4: Other Adjustments – *(These fields (a,b,&c) can, and in most cases, be left blank)* (a) Other Income (NOT FROM OTHER JOBS) – this should be the total of your other estimated income for the year, if any (whole number only with no decimal). See NOTE. (b) Deductions – if you expect to claim deductions other than the basic standard deduction and want to reduce your tax withholding to account for these, enter the amount here (Page 3, Line 5 of 2020 W-4). (c) Extra Withholding – Enter in this step any additional tax you want withheld from your pay each pay period (whole number only with no decimal). NOTE: Do NOT enter income from other jobs where that income is already taxed. For more information on taxable income and extra withholdings, see IRS Pub. 505: Tax Withholding and Estimated Tax guide. When you are setting up or changing your taxes for your retired or annuitant pay, please always use the W-4 form. According to the IRS, the W-4P form is to be used for periodic payments OR for annuity pay. Please note that PPC/RAS will accept the W-4 form for all tax withholding requests/adjustments (e.g., Retirees, Annuitants, Former Spouses). Please feel free to review the following IRS guidance for more specifics: About Form W-4P, Withholding Certificate for Periodic Pension or Annuity Payments \| Internal Revenue Service (irs.gov) Federal Taxes If you cannot use Direct Access (DA) Self-service, fill out the latest version of the IRS W-4, Employee's Withholding Allowance Certificate (Adobe Acrobat Format) and email it to ppc-dg-customercare@uscg.mil. State Taxes If you cannot use Direct Access (DA) Self-service, please submit an email to ppc-dg-customercare@uscg.mil (Select email link for CC Ticket Template) and provide the following information: Identify the state for which you want taxes withheld. Monthly amount you want withheld (must be whole dollar amount and at least $10 a month) If you want to change your state of residence for Federal tax purposes. Note: Requests received outside of Direct Access (DA) Self-service have a processing time up to 60 days after receipt. Cambiar mi información fiscal federal y estatal	02/21/2024 21 febrero 2024
Change Mailing Address You can update your address in Direct Access (DA) Self-Service. Note: Changing your address does not update your state taxes. If you need to update your state taxes, please refer to the Change Federal & State Tax Information section. If you cannot access the self-service system, you may report changes by emailing ppc-dg-customercare@uscg.mil (Select email link for CC Ticket Template). Please include the following information so we can process your request: Emplid ID or last 4 of your SSN What you would like us to update: Your phone/email in case we need additional information Note: Requests received outside of Direct Access (DA) Self-service have a processing time up to 60 days after receipt. Dirección postal	02/21/2024 21 febrero 2024
Change Phone Numbers Overview - View/Add/Delete You can update your phone number in Direct Access (DA) Self-Service. If you cannot access the self-service system, you may report changes by emailing ppc-dg-customercare@uscg.mil (Select email link for CC Ticket Template). Please include the following information so we can process your request: Emplid ID or last 4 of your SSN What you would like us to update: Your phone/email in case we need additional information Note: Requests received outside of Direct Access (DA) Self-service have a processing time up to 60 days after receipt. Ver / Agregar / Eliminar mis números de teléfono Descripción general	02/21/2024 21 febrero 2024
Change Voluntary Deductions (Allotments) You can start, modify, and stop allotment in Direct Access (DA) Self-Service. If you cannot access the self-service system, please fill out a CG-7221, Retired Allotment Authorization form and email it to ppc-dg-customercare@uscg.mil Note: Requests received outside of Direct Access (DA) Self-Service have a processing time of 60 days after receipt. Cambiar mis deducciones voluntarias (asignaciones)	02/21/2024 21 febrero 2024
Password Overview - Change/Forgotten Password - https://hcm.direct-access.uscg.mil If you have trouble, call PPC at 1-866-772-8724 to speak to a Customer Service Representative. You may also contact us via e-mail to PPC-DG-CUSTOMERCARE@USCG.MIL (click email address for template of required information). Descripción general de la contraseña	02/21/2024 21 febrero 2024
Updating Your Security Question Please note interim guidance here for password reset and security question update: Passwords and Set up/Update Security Questions (click for guide) Actualización de la pregunta de seguridad	02/21/2024 21 febrero 2024
Verification of Pay Award Letter Our pay verification letter is a combination of a standard letter and your payslip. The two documents together provide your pay details and inform the financial institution that the pay will continue throughout your lifetime. You can use Direct-Access Self-Service to view and print a Verification of Pay Award Letter and your Payslip. Attention Former Spouse: The DA self-service component does not support Award Letters being created for Former Spouses (FSPAs). Please submit a request through an e-mail to ppc-dg-customercare@uscg.mil and we will be able to manually create it for you. Note: If your lender does not accept this format, we will need a letter from the lender explaining why. Requests received for a different format has a processing time of 45 to 60 days. Verificación de la carta de adjudicación de pago	02/21/2024 21 febrero 2024
View My Final Pay Beneficiary You can view your final pay beneficiary using Direct Access (DA) Self-Service. If you would like to update this information, please complete a CG-3600 and email it to ppc-dg-customercare@uscg.mil. Note: is only used for final pay beneficiaries. It is NOT used for designating beneficiaries under the Survivor Benefit Plan (SBP). Ver el beneficiario de mi pago final	02/21/2024 21 febrero 2024
View My Payslip You can view, download, and print your monthly payslips using Direct Access (DA) Self-Service. Payslips are available about 2 days prior to the pay day and are visible for 24 months. If you cannot access Direct Access (DA) Self Service, please email your request to ppc-dg-customercare@uscg.mil (Select email link for CC Ticket Template). Please include the following information: Emplid ID or last 4 of your SSN, The Month / Year payslip requested, Your phone/email in case we need additional information. Note: Requests received outside of Direct Access (DA) Self-service have a processing time of up 60 days after receipt. Ver mi nómina	02/21/2024 21 febrero 2024
View/Print My Year End Forms Overview You can download IRS Form 1099, dating back to 2013, and IRS Form 1095 (Affordable Health Care Act, Health Coverage). Notes: (1) 1099R’s are mailed out by 31 January each year. If your mailing address in DA was not updated by 17 December 2024, it is recommended to contact USPS to initiate a forwarding address to assist in delivery. Please allow 45 days for postal delivery starting from 1 February to arrive. (2) Replacement copy will only be available by electronic means through Self-Service in Direct Access. To Request a Corrected 1099R Please submit your request via e-mail to ppc-dg-customercare@uscg.mil. In the e-mail, please provide the following information: Your Full Name (First, Middle, Last) Your Employee ID or the last 4 of your social security number Tax Year you are requesting to have corrected A brief description of what you think is incorrect, include the box numbers from the form. Your contact information. Note: Requests for corrected 1099R have a processing time of up to 90 days. Ver/Imprimir Mis Formularios de Fin de Año Resumen	02/21/2024 21 febrero 2024

USER GUIDE TopicS

Revision Date

FIRST TIME USER - Initial Direct Access Sign On

Welcome to Direct Access!

Once you complete the Initial Sign On process as a new user, please refer to all the available User Guides listed below for updates, changes, and viewing your Self-Service capabilities.

Inicio de sesión inicial de acceso directo

02/21/2024

21 febrero 2024

Change Delivery Options

You can view and update your delivery options for Payslip and Retiree Newsletter by using Direct Access (DA) Self-Service.

IMPORTANT: Planned Changes for Mailing of Long Blue Line > United States Coast Guard > Coast Guard Pay and Personnel News

Cambiar las opciones de entrega

02/21/2024

21 febrero 2024

Change Electronic Funds Transfer (EFT)/Direct Deposit

You can update your Direct Deposit in Direct Access.

If you cannot access the self-service system, you may provide updated direct deposit completing form CG-2015, Pay Delivery Worksheet, and emailing to ppc-dg-customercare@uscg.mil or mailing it to us at:

Commanding Officer (RAS)
U. S. Coast Guard
Pay & Personnel Center
444 SE Quincy St
Topeka KS 66683-3591

Note: Requests received outside of Direct Access (DA) Self-service have a processing time up to 60 days after receipt.

Report a Missing Payment - The majority of returned payments are the result of outdated banking information in our pay system. Providing updated banking information to other government entities (e. g., DEERS, VA) does not update your information with PPC-RAS and vice versa.

Note – Returned Allotment: If the returned payment is an allotment, it is our standard process to stop the allotment and send the money to your direct deposit account on our next available off cycle. If you need to restart the allotment, we will need new banking information and policy numbers if applicable.

Note – Returned Net Pay: It is our process to make several attempts to reach you and check our system for updates, if new banking information is not received by the 8^th of the month your pay account will be placed into a held pay status until new banking information is received. Held pay is released once the member has provided the required information/ documents. If this is done by the 10th of the month the held pay should be released on the next available on-cycle payment, normally the 1st of the month. If this is done after the 10^th, however, the held pay may take 45 to 60 days to be released.

Cambiar Transferencia Electrónica de Fondos (EFT)/Depósito Directo

09/04/2024

04 Septiembre 2024

Change Email Address Overview -View/Add/Delete

You can update your e-mail address in Direct Access (DA) Self-Service. If you cannot access the self-service system, you may report changes by emailing ppc-dg-customercare@uscg.mil (Select email link for CC Ticket Template). Please include the following information so we can process your request:

Emplid ID or last 4 of your SSN
What you would like us to update:
Your phone/email in case we need additional information

Note: Requests received outside of Direct Access (DA) Self-service have a processing time up to 60 days after receipt.

Ver/Agregar/Eliminar mi dirección de correo electrónico Descripción general

02/21/2024

21 febrero 2024

Change Federal & State Tax Information

You can change your federal and state income tax withholding in Direct Access (DA) Self-Service.

Caution: Please review the guidance for completing the "Other Adjustments" section very carefully. It is recommended to consult a tax specialist prior to completing this area.

Step 4: Other Adjustments – (These fields (a,b,&c) can, and in most cases, be left blank)

(a) Other Income (NOT FROM OTHER JOBS) – this should be the total of your other estimated income for the year, if any (whole number only with no decimal). See NOTE.

(b) Deductions – if you expect to claim deductions other than the basic standard deduction and want to reduce your tax withholding to account for these, enter the amount here (Page 3, Line 5 of 2020 W-4).

(c) Extra Withholding – Enter in this step any additional tax you want withheld from your pay each pay period (whole number only with no decimal).

NOTE: Do NOT enter income from other jobs where that income is already taxed. For more information on taxable income and extra withholdings, see IRS Pub. 505: Tax Withholding and Estimated Tax guide.

When you are setting up or changing your taxes for your retired or annuitant pay, please always use the W-4 form. According to the IRS, the W-4P form is to be used for periodic payments OR for annuity pay. Please note that PPC/RAS will accept the W-4 form for all tax withholding requests/adjustments (e.g., Retirees, Annuitants, Former Spouses).

Please feel free to review the following IRS guidance for more specifics:

About Form W-4P, Withholding Certificate for Periodic Pension or Annuity Payments | Internal Revenue Service (irs.gov)

Federal Taxes

If you cannot use Direct Access (DA) Self-service, fill out the latest version of the IRS W-4, Employee's Withholding Allowance Certificate (Adobe Acrobat Format) and email it to ppc-dg-customercare@uscg.mil.

State Taxes

If you cannot use Direct Access (DA) Self-service, please submit an email to ppc-dg-customercare@uscg.mil (Select email link for CC Ticket Template) and provide the following information:

Identify the state for which you want taxes withheld.
Monthly amount you want withheld (must be whole dollar amount and at least $10 a month)
If you want to change your state of residence for Federal tax purposes.

Note: Requests received outside of Direct Access (DA) Self-service have a processing time up to 60 days after receipt.

Cambiar mi información fiscal federal y estatal

02/21/2024

21 febrero 2024

Change Mailing Address

You can update your address in Direct Access (DA) Self-Service. Note: Changing your address does not update your state taxes. If you need to update your state taxes, please refer to the Change Federal & State Tax Information section. If you cannot access the self-service system, you may report changes by emailing ppc-dg-customercare@uscg.mil (Select email link for CC Ticket Template). Please include the following information so we can process your request:

Emplid ID or last 4 of your SSN
What you would like us to update:
Your phone/email in case we need additional information

Note: Requests received outside of Direct Access (DA) Self-service have a processing time up to 60 days after receipt.

Dirección postal

02/21/2024

21 febrero 2024

Change Phone Numbers Overview - View/Add/Delete

You can update your phone number in Direct Access (DA) Self-Service. If you cannot access the self-service system, you may report changes by emailing ppc-dg-customercare@uscg.mil (Select email link for CC Ticket Template). Please include the following information so we can process your request:

Emplid ID or last 4 of your SSN
What you would like us to update:
Your phone/email in case we need additional information

Note: Requests received outside of Direct Access (DA) Self-service have a processing time up to 60 days after receipt.

Ver / Agregar / Eliminar mis números de teléfono Descripción general

02/21/2024

21 febrero 2024

Change Voluntary Deductions (Allotments)

You can start, modify, and stop allotment in Direct Access (DA) Self-Service.

If you cannot access the self-service system, please fill out a CG-7221, Retired Allotment Authorization form and email it to ppc-dg-customercare@uscg.mil

Note: Requests received outside of Direct Access (DA) Self-Service have a processing time of 60 days after receipt.

Cambiar mis deducciones voluntarias (asignaciones)

02/21/2024

21 febrero 2024

Password Overview - Change/Forgotten Password - https://hcm.direct-access.uscg.mil

If you have trouble, call PPC at 1-866-772-8724 to speak to a Customer Service Representative. You may also contact us via e-mail to PPC-DG-CUSTOMERCARE@USCG.MIL (click email address for template of required information).

Descripción general de la contraseña

02/21/2024

21 febrero 2024

Updating Your Security Question

Please note interim guidance here for password reset and security question update: Passwords and Set up/Update Security Questions (click for guide)

Actualización de la pregunta de seguridad

02/21/2024

21 febrero 2024

Verification of Pay Award Letter

Our pay verification letter is a combination of a standard letter and your payslip. The two documents together provide your pay details and inform the financial institution that the pay will continue throughout your lifetime. You can use Direct-Access Self-Service to view and print a Verification of Pay Award Letter and your Payslip.

Attention Former Spouse: The DA self-service component does not support Award Letters being created for Former Spouses (FSPAs). Please submit a request through an e-mail to ppc-dg-customercare@uscg.mil and we will be able to manually create it for you.

Note: If your lender does not accept this format, we will need a letter from the lender explaining why. Requests received for a different format has a processing time of 45 to 60 days.

Verificación de la carta de adjudicación de pago

02/21/2024

21 febrero 2024

View My Final Pay Beneficiary

You can view your final pay beneficiary using Direct Access (DA) Self-Service.

If you would like to update this information, please complete a CG-3600 and email it to ppc-dg-customercare@uscg.mil.

Note: is only used for final pay beneficiaries. It is NOT used for designating beneficiaries under the Survivor Benefit Plan (SBP).

Ver el beneficiario de mi pago final

02/21/2024

21 febrero 2024

View My Payslip

You can view, download, and print your monthly payslips using Direct Access (DA) Self-Service. Payslips are available about 2 days prior to the pay day and are visible for 24 months.

If you cannot access Direct Access (DA) Self Service, please email your request to ppc-dg-customercare@uscg.mil (Select email link for CC Ticket Template). Please include the following information:

Emplid ID or last 4 of your SSN,
The Month / Year payslip requested,
Your phone/email in case we need additional information.

Note: Requests received outside of Direct Access (DA) Self-service have a processing time of up 60 days after receipt.

Ver mi nómina

02/21/2024

21 febrero 2024

View/Print My Year End Forms Overview

You can download IRS Form 1099, dating back to 2013, and IRS Form 1095 (Affordable Health Care Act, Health Coverage). Notes: (1) 1099R’s are mailed out by 31 January each year. If your mailing address in DA was not updated by 17 December 2024, it is recommended to contact USPS to initiate a forwarding address to assist in delivery. Please allow 45 days for postal delivery starting from 1 February to arrive. (2) Replacement copy will only be available by electronic means through Self-Service in Direct Access.

To Request a Corrected 1099R

Please submit your request via e-mail to ppc-dg-customercare@uscg.mil. In the e-mail, please provide the following information:

Your Full Name (First, Middle, Last)
Your Employee ID or the last 4 of your social security number
Tax Year you are requesting to have corrected
A brief description of what you think is incorrect, include the box numbers from the form.
Your contact information.

Note: Requests for corrected 1099R have a processing time of up to 90 days.

Ver/Imprimir Mis Formularios de Fin de Año Resumen

02/21/2024

21 febrero 2024

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.