CG Direct Access (DA) - Change to Login, Passwords Reset, C5ISC Technical Support

BLUF:  Direct Access login has changed; all Retiree passwords have been reset as of 17 MARCH 2025.  The C5I Service Center has assumed technical support for Direct Access (formerly performed by the Pay & Personnel Center Help Desk).  Moving forward, the Direct Access login screen will look slightly different, and manual password reset requests will be performed through the Product Support Service Desk. 

Direct Access is currently offline due to the implementation of security enhancements. Stakeholders throughout the C5I Community and CGYBER are working tirelessly to bring DA back online as quickly as possible. 

Your patience is greatly appreciated. Direct Access’s status will be updated accordingly on the logon screen once services are fully restored. Please check there for current updates. 

Background: On 17 March 2025, all Direct Access passwords were reset as part of a system enhancement to increase Direct Access’s security posture.  Retirees with an email address saved in their Direct Access profile should have received reset instructions with a pre-generated (temporary) password.  For users who do not have an email saved on file in Direct Access or did not receive the email with instructions, a brief notice with contact information on how to obtain a pre-generated password and perform a password reset is also posted on the new Direct Access login screen. 

If you still need assistance with logging into Direct Access, contact the Product Support Service Desk at 800-821-7081 between the hours of 0630 and 1830, Monday through Friday, excluding weekends and Federal Holidays. You may also contact Product Support Service Desk by emailing the team at SMB-USCG-KerWV-ProductSupportSD@uscg.mil. 

This necessary change will significantly improve the cybersecurity for Direct Access and protect your personal information.  Additionally, as many of our retiree community has requested, this is the necessary step to implement multi-factor authentication.  In the coming months, the C5I Service Center will enable additional security features including one-time passwords sent to your cell phone or email. 

Please note, all account related issues with Direct Access (such as password resets) will now be completed by Product Support Service Desk.  They can be contacted at 800-821-7081.  All other retiree requests will continue to be handled by the Pay & Personnel Center Customer Care Help Desk who can reached via email at Pay and Personnel Center (PPC) or phone 866-772-8724. 

PPC appreciates the honest, direct feedback from our Coast Guard retiree, annuitant, and beneficiary family.  Transitioning technical support for Direct Access was part of that feedback.  Since PPC does not own, control or manage Direct Access, it made operational sense to transition the support to the office that does.  Moving forward, PPC is excited to get back to their roots and focus on personnel, benefits, and administrative assistance.