Download Your EBT Check List and Helpful Hints

Your EBT Check List and Helpful Hints:
¾ Benefits are placed in EBT Accounts by 8 a.m.
• If you are waiting for benefits and they are not in your account
by 8 a.m., they will not be in your account that day.
¾ Monthly Food Stamp Benefits are available as follows:
First Letter of Last Name
B,X,Y,Z
C,F
H,N,V
I,M,O,U
Q,S
A,W
J,K,P
D,E,R
G,L,T
Calendar Day of Month
1
2
3
4
5
6
7
8
9
¾ Monthly Cash Benefits are available on the 1st of Each Month.
¾ Child Support Incentive is available on the 20th of Each Month.
¾ Call the EBT Helpline to: (1-866-545-6502)
• Activate your first Mountain State Card.
o Replacement cards are already activated
• Change your Personal Identification Number (PIN)
• Check your available balance(s)
• Report your card lost, stolen, or damaged
o If you do not know your card number, do not press any key or say anything after the
Helpline asks you to enter the card number. You will then hear, “To report your card
lost, stolen or damaged, press or say 1 now.”
• File a Claim
o If you disagree with a sale or have been double charged
• Hear your last 10 Transactions
• Request a 2-month statement from your EBT Account.
¾ Call the DHHR Customer Service Center (1-877-716-1212) or your Local Office to:
• Ask about a change in the amount of your benefits
• Report changes, including a new address
• Call your Worker to reschedule or make an appointment
• Find out why you did not receive benefits or the date benefits will be in your account
• Ask about eligibility, benefit amount, reviews, sanctions, and appointments
• If the EBT Helpline tells you to contact the local office. The EBT Helpline directs you to
the local office when there are differences in security information such as address,
Social Security Number, and birth date. When you call, be sure to tell the Worker
that you were told to call about your EBT Account.
HOW TO ACTIVATE YOUR CARD
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Dial 1-866-545-6502, the EBT Helpline
Press the number 1 on the telephone keypad
for directions in English or press the number 2 for Spanish.
You will be asked to enter the sixteen (16) digit card number
Card Number ___ ___ ___ ___
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___ ___ ___ ___
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___ ___ ___ ___
You will be given the balance(s) available on the card.
You will be given menu options to choose from.
To activate your card Press 1.
You will be asked to enter the birth date of the cardholder. If you are an authorized
cardholder, you will enter the birth date of the person you represent.
The birth date I’ll enter is ____ ____
enter your date of birth.
Month
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___ ___ ___ ___
____ ____
____ ____
Day
Year
See below for how to
If the birthday is January 1, 1980, then it is entered as 010180. This is two numbers for the
month, two numbers for the day of the month and two numbers for the year of birth. All birth
dates MUST be entered using a TOTAL of SIX numbers.
You will hear “Your card has been activated and it’s ready for you to use”
HOW TO CHANGE YOUR PIN
You can change your PIN to one easier for you to remember, if you have forgotten it or if you think
someone knows your PIN. Remember not to guess your PIN! If you enter the wrong PIN 3 times,
change it before attempting again. This is recommended because with the 4th incorrect PIN entry
you will be locked out of your account until 12:01 midnight and you must still enter the correct PIN to
use your benefits.
You do not have to know your PIN to change your PIN. You can change your PIN even if you never
received your PIN so you can use your card right away.
The security information the cardholder must provide to change the PIN is the following:
Cardholder is the Benefit Payee
Cardholder is an Authorized Cardholder
Birth date
Birth date of the Benefit Payee
Social Security Number (SSN)
SSN entered as all zeros
Instructions for PIN Change Call:
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Dial 1-866-545-6502, the EBT Helpline.
Press 1 on the telephone keypad for directions in English or press 2 for Spanish.
You will be asked to enter the16 digit card number.
The balance(s) available on the card will be stated.
You will be given menu options from which to choose.
To change your PIN Press 4.
You will be asked to enter the birth date of the Benefit Payee Cardholder. Enter this even if
you are an Authorized Cardholder. The birth date is entered with two digits for the month,
two digits for the day of the month and two digits for the year of birth. For example: January
1, 1980 is entered as 010180. All birth dates MUST be entered using a TOTAL of SIX
numbers.
The Helpline will ask you to enter a SSN. The Benefit Payee Cardholder enters her/his own
SSN. The Authorized Cardholder enters nine zeros
Enter the four digits that you like to use as your PIN. You will be asked to re-enter those
same numbers as your new PIN again.
Re-enter the same four digits to verify your new PIN.
When the PIN change is successfully completed, the response from the Helpline is “Your
NEW PIN has been selected and is effective immediately.”
Call the DHHR Customer Service Center if you have problems with security information.