Electronic Benefit Transfer (EBT): EBT – Frequently Asked Questions

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The following are FAQs regarding the new EBT Process for SNAP and Child Care Cards.

This change is effective May 1, 2024.

1. Under the new process, which types of benefit cards are still printed in the retail location?

  • New or replacement SNAP card requests.
  • Only print a card for a customer that is in the office. Do not print cards for those that say they will be coming into the office.
  • All Retail Staff will need CARDR permissions to print a card in the office. Retail staff will need to consult with their Field Manager, who will request access for those who do not have permissions.

2. My client does not know their card number? How can they order a replacement?

By calling the 1-888-328-6551 number. It will ask for the 16 digit card number, but they should not enter anything. It will then give them 3 options. (1) Enter your card number, (2) report a lost or stolen card, (3) Enter your personal information. They will need to choose option 3. It will then ask for their SS#.  If they enter a valid SS# that is on file in IMS, it will ask for their DOB.  If they enter their DOB as is on file in IMS, it will ask for their PIN.  If they enter the PIN that is matched to the DOB and the SS#, it will take them to the main menu to select different options which includes replacing a card.

3. What if I receive the message “DESTINATION CAN NOT BE FOUND OR CREATED, DEST=D”

To clear this error, use your pause-break to clear the screen. Then type CARDR. This should return you to the correct screen.

4. How are clients (undocumented aliens) without a social security number able to access the system to request a replacement card?

If they do not know their 16 digit card number, they should wait until they are given additional options. They need to choose option 3 and enter nine zeros when prompted to enter their social security number. As long as the date of birth and PIN number is correct, it should take them to the main menu.

5. How Do I determine the status of a card as NEW, LOST, DAMAGED, or STOLEN?

Use the following guidelines to determine the status of a card

  • NEW – Customer has NEVER had a previous card on that case
  • LOST – Customer has had a card previously, but is unable to locate it
  • DAMAGED – Card is Unreadable, magnetic strip no longer works, torn, etc. Must have damaged card with them.
  • STOLEN – a police report has been filed.

6. We have a card request on the CARDA screen that we need to abort. How do we do that so that the EPS unit doesn’t print the card?

If an office has a scheduled request and they want to remove that request before sending over to EPS, they can now do so. There is a purge selection. The attendant can enter a “P” by a request to purge or remove that request from the scheduling without sending it over to EPS. Refer to article EBT: Card Attendant Duties for additional information.

7. What is the process for when a client orders a card to be mailed to them?

The process includes the following steps:

  1. Client calls or goes online to order a card by mail before 10:00 p.m.
  2. 10:00 p.m. of the same day, a mailing list is created. If they call or go online after 10:00 p.m., then it is added to the next day’s list
  3. On the morning of the next day, the list is sent to FIServe and a card is embossed and put into the mail. (This is the date that shows up in EPPIC)
  4. If the list is made on a Friday, Saturday, or Sunday (or a holiday), the list doesn’t get to FIServe until Monday and the card is embossed and mailed out that day.
  5. The card is coming from Indianapolis, IN and usually gets to OKC or Tulsa within 3 to 5 days.
  6. From OKC or Tulsa, the card is routed by U.S. Mail general service (not expedited or overnight) to the town or post office it is for.
  7. That post office then sends it out by postal worker to be delivered.
  8. Holidays and weekends do not count in the 7-10 business days as the company that mails out the cards is closed and the U.S. Mail doesn’t run on those days except Saturday.

8. What is the process for printing cards for a client that has had a name change?

A client may have had their name changed (marriage, divorce, adoption, etc., but the name change must be processed in IMS first. If the case has a different name in IMS than what is on the request, ask about the discrepancy. If the name is incorrect in IMS, provide first contact resolution and make the change as permitted.

9. What if the client’s name contains special characters; hyphens, apostrophes, and numbers such as 3rd?

Special characters in the client’s name do not cross over to EPPIC, to where the card cannot be printed. Leave out all special characters and/or type the number out, i.e. III for 3rd.

10. (Treatment Facilities) A patient entered a treatment facility. How do we handle the card printing?

  • Authorized Representative: card requests can be printed in the local office.

11. What do I advise the client if they have their card but have forgotten their pin?

How to connect with Conduent CSR

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