The Definitive Guide to Alabama’s Child Support Payment Card: Contact Numbers, System Navigation, and Problem Resolution

The Alabama Child Support Master Contact Directory

Navigating the Alabama child support system requires understanding which entity to contact for specific issues.

Responsibility is divided among the state agency that manages the case, the financial vendor that issues the payment card, and the web portal that provides online access.

Contacting the correct office first is the most critical step toward a swift resolution.

For All Issues with Your Physical Debit Card (Lost/Stolen, Balance, PIN)

For any problem related to the physical debit card—including activation, balance inquiries, PIN management, or reporting it lost or stolen—the card issuer is the correct point of contact.

Evidence indicates that Alabama uses Comerica Bank, which operates under the EPPICard brand, to disburse state benefits.¹

• Primary Contact Method: The most accurate customer service number is always printed on the back of the child support card itself.
• Inferred Contact Number: State documentation for the Alabama unemployment benefits EPPICard provides the number 1-877-253-0757.² As states typically use a single vendor for such services, this is the most probable contact number for the child support EPPICard if the physical card is unavailable. When calling, it is advisable to specify that the inquiry is about a Child Support card.
• Website: Cardholders can manage their accounts online at www.EPPICard.com.¹

This service should be used for the following actions:

• Reporting a card that is lost, stolen, or damaged.
• Activating a newly received card and setting the Personal Identification Number (PIN).
• Checking the current balance on the card.
• Requesting a history of recent transactions.
• Changing an existing PIN.
• Disputing an unauthorized transaction.

For All Questions About Your Case and Payment Amounts

The Alabama Department of Human Resources (DHR) manages the legal and administrative aspects of every child support case.

DHR determines payment amounts, schedules disbursements, and maintains all official case records.

• Statewide Toll-Free Voice Response System: 1-800-284-4347. This 24/7 automated system provides information on payments and arrearage balances upon entry of a Social Security Number.³
• DHR Customer Service (Live Agent): 1-334-242-9300. This number connects to live agents for complex case questions not addressed by the automated system.⁴
• Montgomery Area & Out-of-State Callers: 1-334-242-0210. This number is designated for callers within the Montgomery, Autauga, or Elmore county region, as well as for those calling from outside of Alabama.⁴

Contact DHR for these types of inquiries:

• Questions regarding the specific amount of a child support payment.
• Confirmation that a payment has been authorized and sent to the EPPICard.
• General inquiries about a child support order or the status of a case.
• Updating personal information, such as a mailing address, with the state agency.

For Technical Support with the MyAlabama.gov Online Portal

MyAlabama.gov is a centralized web portal for accessing various Alabama state services, including child support payment information.

The help desk for this portal provides technical support for the website only.

• Help Desk Phone Number: 1-877-609-0589.⁴
• Help Desk Email: myalabamahelp@isd.alabama.gov.⁴

This help desk should only be contacted for the following issues:

• Difficulties logging into a MyAlabama.gov account.
• Assistance with password resets for the portal.
• Resolving error messages or other technical problems encountered on the website.

Table 1: Alabama Child Support Services Contact Matrix

Entity/Service	Primary Phone Number(s)	Website/Email	Key Responsibilities (Who to Call and Why)
EPPICard Customer Service	1-877-253-0757 (Inferred)	www.EPPICard.com	Your physical card, PIN, balance, transaction disputes, lost/stolen card reports
Alabama DHR	1-800-284-4347 (Automated) 1-334-242-9300 (Live Agent)	csed@dhr.alabama.gov	Your case, payment amounts, disbursement dates, changes to your case file
MyAlabama.gov Help Desk	1-877-609-0589	myalabamahelp@isd.alabama.gov	Website logins, password resets, technical errors on the portal

Understanding the System: Who to Call and Why

The efficient resolution of any issue depends on understanding the distinct functions of the three main entities involved in the Alabama child support payment process.

The state agency, the financial vendor, and the web portal each have separate responsibilities, and their support teams have access to different sets of information.

The Role of the State: The Alabama Department of Human Resources (DHR)

The Alabama Department of Human Resources (DHR) is the governing body for the state’s Child Support Enforcement Division.³

As the legal and administrative authority, DHR is the definitive source for all information related to the child support case itself.

Its responsibilities include establishing and enforcing support orders, calculating payment obligations, and authorizing the release of funds to the recipient.

This separation of duties means that if a question arises about why a payment was a certain amount, or if a payment was scheduled for a particular date, only DHR can provide the answer.

The existence of multiple contact numbers for DHR indicates a tiered support structure designed for efficiency.

The toll-free 1-800-284-4347 number operates a 24/7 Voice Response system, an automated first line of defense capable of handling the most common inquiries, such as payment status and balance checks, without human intervention.³

For more complex issues that require human analysis—for instance, understanding a discrepancy in a payment amount—the case must be escalated.

The

1-334-242-9300 “Customer Service” line serves as the gateway to this second tier of support, connecting individuals with agents who can access detailed case files.⁴

The Role of the Vendor: EPPICard and Comerica Bank

The State of Alabama contracts with a private financial institution to manage the mechanics of the payment card system.

This vendor is responsible for manufacturing the physical debit card, processing all transactions, maintaining the card’s account balance, and providing the associated customer service.

While no document explicitly names the vendor for the child support card, evidence from other state benefits programs provides a clear direction.

The Alabama Department of Labor issues an “AL Vantage Prepaid Benefits Card” for unemployment claims, which is explicitly identified as an EPPICard issued by Comerica Bank.¹

State governments typically streamline services by awarding master contracts to a single vendor for similar functions.

It is therefore highly probable that the Department of Human Resources uses the same EPPICard/Comerica Bank system for child support payments.

This means the EPPICard customer service team can see all financial activity on the card—deposits, withdrawals, and purchase locations—but has no access to or knowledge of the underlying child support case.

They can confirm if a deposit was received but cannot explain why it was or was not sent by DHR.

This division of knowledge is why a lost card must be reported to EPPICard, while a question about a missing payment must start with DHR.

The Role of the Portal: MyAlabama.gov

MyAlabama.gov is a consolidated web portal designed to provide residents with a single, convenient access point for a wide range of state services.⁴

In the context of child support, it functions as an online interface that displays payment information fed directly from DHR’s internal systems.³

It is an information layer, not the source of the data itself.

Consequently, the MyAlabama.gov Help Desk, reachable at 1-877-609-0589, is purely an IT support service.⁴

Its staff can resolve technical problems such as login failures, password resets, or website errors.

They have no access to child support case details or EPPICard financial data.

Contacting the portal’s help desk about a late payment will only result in a referral to the appropriate DHR phone number.

A Practical Guide to Common Scenarios

The following step-by-step instructions address the most common and urgent situations faced by child support payment cardholders.

Scenario: “I just received my card in the mail. What now?” (Card Activation)

1. Locate the Number: Find the customer service phone number on the sticker affixed to the front of the new card or within the paper materials that accompanied it. This is the dedicated EPPICard activation line.
2. Make the Call: Dial the number and follow the automated prompts. The system will likely ask for the 16-digit card number to be entered.
3. Create a PIN: The system will guide the user through creating a 4-digit Personal Identification Number (PIN). This is a standard activation procedure for EPPICard programs in other states.⁶ It is critical to select a number that is not easily guessed (e.g., avoid birth years or sequential numbers like 1234).
4. Activation Complete: Once the PIN is successfully set, the call will conclude, and the card will be active and ready for purchases and cash withdrawals.

Scenario: “My card is lost or stolen! What do I do?” (Emergency Protocol)

1. Act Immediately: Call EPPICard Customer Service without delay. If the number was written down, use it. Otherwise, use the inferred number for Alabama’s EPPICard program: 1-877-253-0757.² This service is available 24 hours a day, 7 days a week, a standard feature for benefit cards.⁶
2. Report the Loss: Follow the automated prompts or speak to an agent to report the card as lost or stolen. This action will immediately freeze the account, protecting the remaining funds from fraudulent use.
3. Receive a Replacement: A new card will be issued and mailed to the address on file with DHR. Any balance that was on the old card at the time it was frozen will be safely transferred to the new replacement card. It is essential to call the card vendor first in this situation; DHR cannot freeze the card account.

Scenario: “I need to know my balance right now.” (Balance Inquiry)

• Method 1 (Phone): Call EPPICard Customer Service. The automated system provides free balance inquiries, a standard feature across EPPICard programs.⁶
• Method 2 (Online): Log into the account at www.EPPICard.com to view the current balance and a detailed transaction history.¹
• Method 3 (ATM): A balance inquiry can be performed at most ATMs. However, some programs may assess a fee for ATM balance checks.⁶
• Method 4 (Mobile App): Investigate whether an “EPPICard” mobile application is available in the smartphone’s app store, as many modern card programs offer this for convenient account management.

Scenario: “My payment is late or missing. Who do I call?” (The Two-Step Investigation)

This situation is a common source of confusion.

Following this two-step process ensures the inquiry is directed to the correct entity at each stage of the investigation.

• Step 1: Contact the Alabama DHR.
  Call the automated Voice Response System at 1-800-284-4347.3 After entering the required identification (e.g., Social Security Number), listen for the date and amount of the most recent payment that was disbursed.

• If DHR’s system confirms a payment was sent: Note the date and amount, then proceed to Step 2.
• If DHR’s system has no record of a recent payment: The issue lies with the case at the state level, not with the card. The next action is to call a DHR agent at 1-334-242-9300 to investigate why a payment was not authorized or sent.⁴
• Step 2: Contact EPPICard Customer Service.
  If DHR has confirmed that the funds were sent, call EPPICard Customer Service using the number on the card or 1-877-253-0757.2 Inform the representative that DHR confirmed an electronic deposit was sent on a specific date and ask them to trace the deposit. There can occasionally be a processing delay of one to two business days between when the state sends the funds and when they are posted to the card account.

Navigating a Sea of Misinformation: A Warning Guide

A general internet search for child support card information can often lead to confusing or incorrect results.

It is vital to use only the contact information specific to the Alabama program.

The EPPICard Confusion: Not All EPPICards Are the Same

EPPICard is a national brand that holds contracts with numerous states.

As a result, search results often display customer service numbers for other states’ programs.

These numbers will not work for an Alabama-issued Card.

Examples of incorrect numbers that may be encountered include:

• 1-800-304-1669: This is the customer service number for the Pennsylvania EPPICard.⁶
• 1-866-320-8822: This is the customer service number for the Ohio EPPICard.⁸
• 1-866-898-2213: This is the customer service number for the New Mexico EPPICard.⁹

The only valid number is the one printed on the Alabama card or the specific Alabama contact numbers detailed in this guide.

Other Card Programs: The Way2Go Card and Others

In addition to EPPICard, other vendors provide similar debit card services to different states.

For example, some states use the Way2Go Card program.

Information and phone numbers related to the Way2Go Card, such as 1-844-649-9843 for the Michigan program, are entirely irrelevant to Alabama child support recipients and should be disregarded.¹⁰

A Critical Distinction: Alabama Unemployment Benefits vs. Child Support

Even within Alabama, it is important to distinguish between different benefit programs.

The most direct evidence for the EPPICard vendor comes from the Alabama Department of Labor’s materials regarding unemployment benefits.²

While the vendor (EPPICard/Comerica Bank) is almost certainly the same for both unemployment and child support, large state contracts often require the vendor to operate separate customer service lines for each program.

Therefore, when using the unemployment EPPICard number (

1-877-253-0757) as a starting point, it is essential to state clearly at the beginning of the call that the inquiry pertains to a child support card. The agent can then either provide assistance or transfer the call to the correct department.

Expert Recommendations and Final Checklist

The following tools and practices can help ensure smooth management of a child support payment card account.

The “Who Do I Call?” Decision Tree

To eliminate guesswork, follow this simple decision path to find the correct contact number.

• Question 1: What is the problem about?

• A) My physical card (it’s lost, not working, I need the balance). -> Go to Question 2.
• B) A payment (it’s late, wrong amount, case question). -> Go to Question 3.
• C) The MyAlabama.gov website (I can’t log in). -> Call the MyAlabama Help Desk: 1-877-609-0589.
• Question 2 (Card Issues):
• Action: Call EPPICard Customer Service. The best number is on the back of the card. If unavailable, try 1-877-253-0757.
• Question 3 (Payment/Case Issues):
• Action: Call the Alabama DHR. Start with the 24/7 automated system at 1-800-284-4347. If the issue is not resolved, call DHR Customer Service at 1-334-242-9300.

Best Practices for Account Security and Record-Keeping

• Safeguard Your Card and PIN: Treat the EPPICard with the same care as cash or a personal debit card. Never write the PIN on the card or store it in the same wallet. The PIN should not be shared with anyone.
• Keep a Record: When calling any customer service line (DHR or EPPICard), it is good practice to note the date, time, the name of the representative, and any reference or confirmation number provided. This creates a valuable record for any necessary follow-up.
• Trust but Verify: Be cautious of any unsolicited phone calls, texts, or emails asking for the card number, PIN, or Social Security Number. Official representatives from EPPICard or DHR will never initiate contact and ask for a secret PIN.⁸ If a call seems suspicious, hang up and call the agency back using an official number from this guide.
• Regularly Check Your Balance: Make it a habit to monitor the account balance and transaction history online or via the automated phone service. Reporting any suspicious activity immediately is the best way to limit potential losses from fraud.

Works cited

1. Employers – Alabama Department of Labor, accessed on August 6, 2025, https://labor.alabama.gov/AL_VantageCard.aspx
2. February 10, 2012 Unemployment Compensation Recipients To Get New Debit Cards – Alabama Department of Industrial Relations, accessed on August 6, 2025, https://www.labor.alabama.gov/docs/pressreleases/uc_new%20debit%20card%20release.pdf
3. Child Support Payment Information – Alabama Department of …, accessed on August 6, 2025, https://dhr.alabama.gov/child-support-enforcement-division/child-support-payment-information/
4. MyAlabama Help Form, accessed on August 6, 2025, https://myalabama.gov/Help/Form
5. myalabama.gov, accessed on August 6, 2025, https://myalabama.gov/Help/Form#:~:text=If%20we%20were%20unable%20to,609%2D0589%20for%20further%20assistance.
6. FAQs • When do I call 1-800-304-1669?, accessed on August 6, 2025, https://taxclaim.montcopa.org/FAQ.aspx?QID=259
7. Eppicard Information | Chester County, PA – Official Website, accessed on August 6, 2025, https://www.chesco.org/4138/Eppicard-Information
8. Contact Us – EPPICard, accessed on August 6, 2025, https://www.eppicard.com/ohedctaclient/ecard_pa_contact.jsp
9. Contact Us – EPPICard, accessed on August 6, 2025, https://www.eppicard.com/nmedcclient/ecard_pa_contact.jsp
10. Way2Go debit card information.pdf, accessed on August 6, 2025, https://cms2.revize.com/revize/countyofcharlevoix/Way2Go%20debit%20card%20information.pdf