self help resources
Child Support FAQ
How do I create a PIN & activate my new Electronic Payment CardFrom the Way2Go Website & Mobile App?
First, register your account at www.goprogram.com.
Then, go to Pin Management (under Services) to pin the card.
Please note, both steps will need to be completed for the card to be activated and ready for use. Also, the User ID is created upon registration. Some cardholders have incorrectly entered their Participant ID Number as their “User ID.” Please see the Steps Guide that provides information on the initial process and screenshots to assist with registering and creating a PIN for your new Electronic Payment Card.
From the Way2Go Generic Toll-Free Number
Enter your language selection and card number.
Then, enter Date of Birth, ZIP code, Participant ID, and CVC2 (the security number on the back of the card) to verify your identity.
Then, go to the PIN menu and select your PIN (it must be entered twice for confirmation).
If successful, you will hear a message saying “your card is now ready for use”. Also, please remember to press the correct * (star) response when prompted by the generic toll-free number.
How do I sign up for Customer Connect.html?
On the Customer Connect page of this website.
Or by phone through our automated service line at 1-866-901-3212.
You will need your Participant ID and a Personal Identification Number (PIN).
If you don’t have a PIN, when asked if you are parent or guardian say “Yes”.
Enter your Participant ID number.
When asked for your PIN say “I don’t know it”
When asked if you want to reset your PIN, say “Yes”.
The system will send your new PIN to your email or mailing address.
For assistance, say “Agent” at any time during the call.
How do I download the GoProgram mobile app?
The mobile app is available for iOS and Android and can be downloaded from the app store on your mobile device. The app is called Go Program Way2Go Card.
My account is locked due to incorrect PIN, what should I do?
Your PIN resets at midnight, please try to log back in the following day. If it still does not work, please call the number on the back of your card to reset your PIN. You can also use the website or mobile app to reset your PIN.
I am getting a user error when I put in my Participant ID or Date of Birth (DOB) on the website, it says Account Could Not Be Found or Invalid Information. What do I do?
The most common mistake is the Participant ID has been entered incorrectly. Some of the common participant ID entry errors include: Not enough digits: Your participant ID is a number made up of up to 15 digits.
Not enough Zeros: Be sure that you entered the correct number of zeros in your participant ID number
Leading Zeros: If your participant ID starts with zeros, be sure to enter the leading zeros as part of the participant ID.
Incorrect DOB: Make sure that you entered your DOB correctly, in the format requested by the website/app. If you are still having problems, please contact the child support office that is handling your case. Use our map tool to find your local office.
I registered my account on the GoProgram website, but still cannot use the card.
You must create a PIN to activate your card. If you did not create a PIN for your card during the registration process, please visit the GoProgram website or app to PIN your card.
I am using my Participant ID in the User ID field on the GoProgram website, but it gives me an error message?
Your GoProgram User ID is NOT your Participant ID. During the registration process on the GoProgram website, you created a unique User ID. If you cannot remember your User ID, follow the prompts on the GoProgram website for Forgot User ID.
Can I enroll in Direct Deposit or get an Electronic Payment Card or if I live outside of the United States?
Yes. If you live outside the United States, you can still enroll in Direct Deposit or get an Electronic Payment Card. See below for more information. You may sign-up for Direct Deposit using a non-U.S. bank account. The program is currently available for residents in the following countries: Alana Island, Austria, Australia, Azores, Belgium, Bulgaria, Canada, Canary Islands, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French Guiana, Germany, Gibraltar, Greece, Guadalupe, Hong Kong, Hungary, Iceland, India, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Martinique, Mayotte, Mexico, Monaco, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Reunion, Romania, Saint Barthelemy, the French portion of Saint Martin, Saint Pierre et Miquelon, San Marino, SEPA, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, and the United Kingdom.
To enroll in direct deposit as an international resident, complete the international direct deposit form and follow the enclosed instructions. Form is also available in Spanish. Electronic Payment Card: The international Electronic Payment Card is administered by an independent bank and can be used anywhere Mastercard is accepted. To receive an international Electronic Payment Card, complete the EPC enrollment form and follow the enclosed instructions. Form is also available in Spanish.
What if I want to cancel my Electronic Payment Card?
You will need to enroll in Direct Deposit before canceling your Electronic Payment Card.
What if I want to cancel my Direct Deposit?
You will need to enroll in the Electronic Payment Card program before you cancel your Direct Deposit.
What happens if I don’t enroll in Direct Deposit?
If you choose not to enroll in Direct Deposit, you will automatically be mailed an Electronic Payment Card.
How long will the exemption review take?
The Exemption Review should be completed within 7-10 business days from the date you submit the request and required documentation.
What if I don’t want direct deposit or an Electronic Payment Card, can I still get a paper check?
There are specific criteria for receiving an exemption. The below Electronic Payment Exemption Request form will need to be completed and submitted: You can download the request form in English or Spanish.
What if I got my Electronic Payment Card, but want to switch to Direct Deposit?
Visit the State Disbursement Unit page, log in using your Participant ID and DOB, then enroll in direct deposit.
How long before I receive my replacement Electronic Payment Card?
The card will be issued to you via mail in 7-10 business days.
How do I request a replacement Electronic Payment Card?
Contact Way2Go at 844-318-0740 to issue a new/replacement card.
I just received my Electronic Payment Card in the mail, what do I need to do to activate it?
Instructions on how to activate the card online are available in
English | English Accessible | Spanish | Spanish Accessible
Instructions on how to activate the card via mobile app are available in
English | English Accessible | Spanish | Spanish Accessible
If I already enrolled in Direct Deposit, why did I receive an Electronic Payment Card?
It may be based on a system delay. If you already enrolled in Direct Deposit, and received a confirmation of enrollment, you may shred the Electronic Payment Card.
I already signed up for Direct Deposit or Electronic Payment Card, why did I get another letter saying that I have to enroll within 21 days?
If you enrolled in Direct Deposit or Electronic Payment Card you may disregard this notice.
What is the GoProgram and Way2Go Card?
The GoProgram is the provider of the new Electronic Payment Card. The new Electronic Payment Card is also called the Way2Go Card.
How do I enroll in Electronic Payment Card?
Visit the State Disbursement Unit page, create a profile or log in using your Participant ID and date of birth (DOB), then enroll in the Electronic Payment Card program.
How do I enroll in Direct Deposit?
Visit our State Disbursement Unit page, create a profile or log in using your Participant ID and date of birth (DOB), then enroll in Direct Deposit.
What are the benefits for Direct Deposit and Electronic Payment Card?
Save money and time. These are the safest ways to receive payments.
Keep more of your money, no check cashing fees, no lost or stolen checks.
Easy access to your money through ATMs and point-of-sale retailers across the country.
More secure than carrying cash and no waiting for checks to arrive by mail.
Access to funds during emergencies or when you travel away from home.
Direct Deposit
Payments deposited directly into your checking or savings account.
Electronic Payment Card
Looks and works like a pre-paid debit card.
Use the card anywhere Mastercard is accepted.
Access your account online or by phone 24/7.
No bank account needed.
No Social Security Number required.
No credit qualifications.
Withdraw cash at no cost at any Moneypass location.
Enter monthly sweepstakes drawing once you activate the card.
How long do I have to enroll in Direct Deposit or Electronic Payment Card?
As soon as possible, but no later than 21 days from the date on the official notice that you received by mail. Do I need to do anything? Yes, you should visit our State Disbursement Unit page and enroll in Direct Deposit or the Electronic Payment Card program. If no action is taken, you will automatically be mailed an Electronic Payment Card.
Why is California Child Support Services stopping paper checks?
To ensure our customers have access to their funds quickly and securely.
What is the mailer I received?
A notice advising that California Child Support Services will no longer be issuing paper checks for payments.
If the parent paying support goes to jail, will I still get payments?
Probably not. It is almost impossible to collect child support from parents in jail.
My ex has remarried and has more kids. Will this affect the child support paid to our children?
Only the court can make a change in any child support order. You should be aware that it is possible that your child support may be decreased if the other parent is also responsible for other children.
Where can I get a history of all of the payments made to me?
You can use Customer Connect or call the automated service line at 1-866-901-3212 to hear details of the payments in your case.
Can I reach a live Electronic Payment Card customer service agent without an account?
Yes! Just follow the below steps: Dial 1-844-318-0740 Press 1 for English Press 3 to for enrollment information Press 1 to talk to an agent.
Who should I call if my Electronic Payment Card is lost or stolen?
Call the Way2Go Customer Service Center at 1-844-318-0740.
What if I have questions about my Electronic Payment Card?
You should contact the Way2Go Customer Service Center at 1-844-318-0740, 24 hours a day, 7 days a week.
Can I get an alert when my Electronic Payment Card balance is low?
You can sign up for low balance alerts by calling the Way2Go Customer Service Center at 1-844-318-0740 or signing in to your account at www.GoProgram.com. This allows notifications to be sent to you by email, phone, or text message. Standard text message fees will apply.
Can I check the balance on my Electronic Payment Card?
You can check your balance for free: At www.GoProgram.com Or, call Way2Go Customer Service at 1-844-318-0740 any time, night or day. Your first three calls a month are free, after that you will be charged 50 cents per call until the next month. At any MoneyPass ATM network location. Find a location close to you at www.moneypass.com/atm-locator.html You may check your balance at an In Network ATM. If you use an ATM that is not a Comerica Bank ATM, you may be charged additional fees by that bank. Check your balance for a fee: At any out of Network ATM and you may be charged additional fees by that bank.
Is there a daily maximum I can take from my Electronic Payment Card account?
No. You have full access to your available balance at any time and there is a $500 daily cash withdrawal limit. Also, withdrawals from ATMs may be subject to the ATM owner’s limitations. Taking out large sums may need coordination with your local bank beforehand to make sure enough cash is available for your requested withdrawal. If your bank cannot fulfill your request for a large withdrawal, please call 1-866-901-3212 option 1 for assistance.
Do I have to get a different card for each child support case if I have more than one?
No. All California case payments will automatically be deposited into your Electronic Payment Card account. Can I get an Electronic Payment Card if I live outside the U.S.? Yes. The card is administered by Comerica Bank and can be used anywhere Mastercard is accepted.
How do I sign up to get an Electronic Payment Card?On the State Disbursement Unit website at www.casdu.com:
Select the “Person Receiving Support” button. Or you can download an application and mail it to the address on the form. View and download the Electronic Payment Card Enrollment form on our Forms page.
Then, you will need to register and create an account (You will need your Participant ID number, Social Security number. and your Date of Birth on hand).
If you do not have a Social Security number, you can sign up using your Name and Date of Birth.
OR
By phone on our automated service line: 1-866-901-3212
Option 1 and then select Option 3 to enroll for an Electronic Payment Card
However, you will need to register on the website to use this feature or talk to a live agent who can help you with the registration process.
Once you are registered, you can then enroll for an Electronic Payment Card.
Are there any fees for using an Electronic Payment Card?
There are no monthly fees for having an Electronic Payment Card, but fees may apply to some services. Be sure to read the information in the paperwork sent with your card. Download the Electronic Payment Fee Disclosure document in English or Spanish for more information. Please note, ATM owners may charge an additional “convenience fee” for certain ATM transactions – a sign should be posted at the ATM to inform you of any additional fees.
Why would I want my payments on an Electronic Payment Card?
It’s faster than waiting for a check – the payment shows up in your balance right away. You can use it anywhere they take Mastercard, including online or at ATMs to get cash. It’s safer than getting a check mailed. If you don’t have a bank account it is cheaper since you don’t pay check cashing fees. You can get account information and help 24 hours a day, seven days a week.
What is an Electronic Payment Card (EPC)?
EPC stands for Electronic Payment card. It works like a pre-paid debit card – your child support payment is loaded onto the card, and you can spend it anywhere that Mastercard is accepted. Can I sign up for Direct Deposit if I live outside of the United States? You may now be able to sign up for Direct Deposit into a non-US bank account. The program is currently available for residents of the following countries: Alana Island, Austria, Australia, Azores, Belgium, Bulgaria, Canada, Canary Islands, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French Guiana, Germany, Gibraltar, Greece, Guadalupe, Hong Kong, Hungary, Iceland, India, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Martinique, Mayotte, Mexico, Monaco, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Reunion, Romania, Saint Barthelemy, the French portion of Saint Martin, Saint Pierre et Miquelon, San Marino, SEPA, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, and the United Kingdom. Once you are signed up for Direct Deposit, your child support payments will be automatically deposited into your bank account. It may take a few days for the payments to appear – visit Customer Connect to see status updates. Service in additional countries is in testing at this time – please check back periodically for updates.
How do I sign up for Direct Deposit?
Visit our Payments page for detailed instructions.
I have not received my child support payment. How do I find out what is going on?
You can check your payment status online on Customer Connect. If that does not help, please call the automated service line at 1-866-901-3212 with any questions you have regarding your child support payments.
I got my payment, but it wasn’t the full amount. Why not?
The three most common reasons that you did not receive the full amount are: There may have been a change in the income of the parent paying support. You may have been charged the Annual Service Fee. The parent paying support may now have more than one child support case and there was a change in distribution.
How can I receive my child support payments?
You have two options to receive child support, see our Payments page for more information.
How do I make sure my payment is applied to the current month?
Remember to pay before the 17th of each month to ensure that payment is applied to the intended month.
I live outside the United States. Can I use ExpertPay to pay child support?
ExpertPay only accepts U.S. bank accounts but can accept payments from international debit/credit cards. Visit ExpertPay and call or chat with a customer service representative directly to find out more.
Persons living outside the U.S. can also make a payment by:
PayPal can accept some international debit/credit cards and bank accounts. If the card/account is successfully added as a payment method, your payment will be accepted. Visit our Payments page to make your payment.
Mail a check or money order to:
P.O. Box 989067
West Sacramento, CA 95798-9067
What do I do if I have to stop a payment with my bank?
If you need to place a stop payment request, please contact the State Disbursement Unit prior to contacting your bank, and follow the instructions below: Complete the Stop Payment Request Form Request accessible version Submit the form using one of the two options: Call the State Disbursement Unit at (866) 901-3212, Monday-Friday 8:00-5:00 PM Pacific Standard Time. Submit the form electronically by selecting the “Submit” button on your completed form. Please Note: If clicking on the submit button does not create an email, or if you do not receive confirmation that your request was received, then your completed form has not been sent. You will need to either call the State Disbursement Unit at (866) 901-3212, or attach and email the form to CASDU.Stop.Request@Conduent.com.
What is the Child Support Warning Notice?
This is a notice sent annually to all parents ordered to pay child support that have a balance of overdue child support (called “Arrears”). In the notice, you will find information about how much you owe and some of the options available for paying this debt. Your local child support agency can help you with questions about this notice.
My passport has a hold on it. Why? And how can I get it released?
Federal law requires that a parent who owes past-due child support over $2,500 shall not be issued a passport. In California, you must bring your past-due balance to zero ($0.00) by paying it all off or having the case closed before your passport will be released. Contact the child support agency handling your case for questions about passport holds.
What is Customer Connect?
Customer Connect is California Child Support’s online self-service portal, where participants in a child support case can see information about their case, set up notifications, make and manage appointments with their caseworker and check payment information.
My driver’s license has been suspended due to unpaid child support. How do I get it released?
You must contact the child support agency handling your case. They can assist you in getting a license hold released.
How do I contact Electronic Payment Card Customer Service?
Call Way2Go Customer Service at 1-844-318-0740.
Why is money being deducted from my unemployment check, or state disability payment?
If you owe past-due child support, a portion of your unemployment benefits or state disability benefits may be subject to withholding for child support. Please contact your local child support agency for more information.
Is your card close to its expiration date or already expired?
If your card is expired and you haven’t received a replacement, contact the Way2Go call center: Way2Go Call Center 1-844-318-0740 (Domestic) 01-800-668-0210 (Mexico) 001-301-287-2003 (outside the USA) If you’ve had a change in address, update your profile now at www.GoProgram.com
Who can I talk to about my bank levy?
Call 1-866-901-3212 to speak to your caseworker at your local child support agency. You can also email your caseworker through Customer Connect.
I received a letter stating you are changing Electronic Payment Card (EPC) cards/program. Why are you changing?
The new program offers better features for our customers, including:
An embedded microchip for added security
The ability to get up to five companion cards
No cost cash withdrawal at any bank that accepts MasterCard
The ability to transfer funds to personal accounts
Temporary suspension for lost cards
A cashback/reward program for all card holders
I’m making payments but my child lives with me now. Can the child support order be changed?
Yes. When there is a change in custody or visitation, you can either go to court to ask for a change in the child support order, or contact your local child support agency.
Why am I being charged an annual fee?
Under federal law, the California Department of Child Support Services is required to charge a yearly service fee for certain, non-assisted cases. If the fee applies to you, you will receive an annual service fee assessment notice in October for each case to which the fee applies. This annual fee changes from $25 to $35 on cases that received payments equal to or more than $550 when assessed on 10/1/2020, and annually thereafter.
Can I make a debit or credit card payment if the card-issuing bank is outside of the United States?
Yes. You may want to check to see what kind of fees you might get charged.
If I live in another country, how can I contact California Child Support?
For international participants in a child support case, the contact number is 1-408-273-0073.
Who do I contact if I have a question about using PayPal for child support payments?
Call Value Payment Systems at 1-888-877-0450: Select Option 1 for English or Option 2 for Spanish Then, select Option 2 for Child Support.
What if one of the parents moves out of state, or lives in another country?
Child support orders can be enforced anywhere in the United States, and in many foreign countries. Contact your local child support agency if you or the other parent moves after a child support order is filed, or if you need to file an interstate case.
Two laws, called the Full Faith and Credit for Child Support Orders Act and the Uniform Interstate Family Support Act, prevent a state from changing another state’s court order.
If I have a private case and need to set up payments, what should I do?
When you enter into a court order with payments for child and/or spousal support – you must complete a “Child Support Case Registry” form and an “Income Withholding for Support” form. Your attorney or a Family Law Facilitator can help you with this. The Income Withholding Form must be given to your employer, and a copy needs to be mailed to the California State Disbursement Unit at:
California State Disbursement Unit (SDU) P.O. Box 980218 West Sacramento, CA 95798-0218
What does “private child support case” mean?
If you have a child support order that was set by a court but have not asked a local child support agency for help enforcing the order, that case is called “private.”
Please note that private cases do not automatically go to Child Support Services once a court order is filed. In private cases, the State still processes the payments made by withholding wages through the employer of the parent paying support. If you have a private case and want help, either with enforcement or with keeping track of your payments to prove your compliance, you have the right to open a case with Child Support Services.
I’m afraid my ex will hurt me or the kids if I ask for your help. What should I do?
You are protected by law – California Child Support Services will never release your personal information to the other parent in your case without a court order. However, some documents that contain your personal information may be filed with the court. If you have domestic violence concerns, be sure to tell your caseworker.
Please email DCSSOCPA@dcss.ca.gov for a list of domestic violence shelters and resources in your area. California Child Support Services is required by law to send child support case information to the federal government. In an interstate case, that information will be released to child support agencies in other states.
However, if you are a victim of family violence a “non-disclosure order” can prevent the sharing of your personal information to the other parties involved. To protect this information, you must fill out the Family Violence Questionnaire and send it to the child support agency handling your case – but you must have been granted a restraining order or “good cause exception” from cooperation. If you don’t have a restraining order or good cause exception and are still concerned for your safety and the safety of your children, you can get your own non-disclosure order through the courts. Contact your attorney of the Family Law Facilitator in your county for help.
Who do I contact if I have questions about using the SDU website or their automated phone system?
Call 1-866-901-3212 and select Option 1 for any questions about the SDU website or their phone system.
How can I get my payment information?
All participants in a child support case can view their case information, including payment history, on Customer Connect, the self-service child support platform. Your Participant ID number and a Personal Identification Number (PIN) are required to access the system. If you do not have a PIN, you can get one online from Customer Connect or call 1-866-901-3212 and speak with a representative to ask for a PIN.
What do I do if my payment gets returned by the bank?
Contact an SDU representative at 1-866-901-3212 and select Option 1. They will give you more information on how to replace the payment. Business hours for the number above are 6:00 AM to 6:00 PM (Pacific time), Monday through Friday.
How do I open a child support case?
If you receive benefits through government cash assistance (welfare) programs, such as the California Work Opportunity and Responsibility to Kids program (CalWORKs), a child support case will be opened for you. If you are a single parent and need to open a child support case, or already have a child support order and need help with enforcement, you have three options:
Option 1: Apply online – If you apply online, you will be contacted by your local agency.
Option 2: Download an application. If you download an application, you can mail it in to your local child support agency or drop it off at their office location.
Option 3: Ask to have an application mailed to you. After you complete it you can mail it in or drop it off at your local office. If you need help completing the application, your local agency or county Family Law Facilitator can help you.
My payments do not involve withholding from my paychecks. What are my payment options?
Please see our Payments page for detailed instructions.
Is my child support case information open to the public?
Child support case information is confidential and not open to the public. However, all documents in court files or county recorder files are public records and can be viewed by the general public.
How long do I have to pay child support?
Under California law, you pay child support until the child turns 18, or 19 if the child is unmarried and still attending high school full time. Under special circumstances, the court may order child support to continue after the child is an adult. If past-due support (called arrears) is still owed, the local child support agency may continue to enforce collection until the balance including interest is paid in full.
My employer takes my child support payment out of my paycheck. Do I need to do anything?
No, your employer should have information on when, how and where to send your payments. After your child support order is decided by the court, a document is mailed to your employer with instructions on how much to deduct and where to send payments.
How do I make a payment on the State Disbursement Unit website?
See our Payments page for detailed instructions.
Do parents have to provide health insurance for children?
Yes, health insurance must be included in any child support order for all cases. If health insurance is not immediately available, the court will order both parents to provide insurance when it does become available.
How is the amount of child support payments decided?
Child support amounts are based on a review of both parent’s monthly income and the amount of time the child spends with each parent. The Child Support Commissioner or Family Law Judge sets the amount of a child support order. All income is taken into consideration and can be money, property or services, including:
Wages from a job
Tip Income
Commissions
Bonuses
Independent contractor income
Unemployment benefits
Disability and worker’s compensation payments
Department of Veteran Affairs disability payments
Interest Income
Dividend Income
Rental Income
Social Security or pensions
Any payments that become due such as lottery winnings and insurance payouts
How do I register with the State Disbursement Unit?
You need your Social Security number, your 13 or 15-digit Participant ID number, and contact information. If you do not have a Participant ID, call 1-866-901-3212 to get one. When you are ready with this information, register at www.casdu.com and follow the below steps: Select the “Parent Paying Support” button. Select “Register Now” Enter the required information, including a valid email address. A temporary password will be emailed to you. Log in with your temporary password and follow the instructions to update your password to something of your own choosing. You will only need to register once.
What CAN'T Child Support Services do for me?
Child support offices do not:
Handle custody or visitation matters
Handle divorces
Obtain or enforce restraining orders
Establish spousal support orders
Do I have to register on the SDU website?
No, but you are encouraged to do so. There are many tools to help you pay on time and to track your payments for proof of cooperation.
As a registered participant you can: Safely store credit and debit card information Please note, you can still make payments on the SDU website without registering.
Why do payments have to go through the SDU?
Both state and federal law require all child support payments be sent to a single location within each state. Also, it is in your best interests to have third-party records of every payment in case of a disagreement with the other parent.
What can Child Support Services do to help me?
The child support office in your county or region can provide the following services:
Establishing parentage
Locating parents
Requesting child support orders from the court
Requesting medical support orders from the court
Enforcing child and spousal support orders
Modifying child support orders
Collecting and sending child support
What is the State Disbursement Unit (SDU)?
“SDU” stands for the California State Disbursement Unit, which collects and distributes child support payments. The SDU is not Child Support Services, and they can’t answer any questions about your case. If you have questions about WHY any financial transaction occurred, you need to talk to your caseworker.
What is child support?
Child support is the ongoing contribution of money to help pay for the living and medical expenses of a child or children until they are adults. The amount that must be paid is called the child support order. Under federal and state law, BOTH parents have a legal duty to provide financial support for their children. The goal is to have children share in the standard of living of both parents, so the court may order either or both parents to pay child support.
HELPFUL LINKS
View Child Support Case Online