Refer to the EBT Guidance for Effective 5/1/25- On Demand PDF

1. 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.

OR

• They can go to the web site connectebt.com , but they will have to set up their user name and password first.  The portal will ask for their 16 digit card number.  If they don’t have it, it does not have an alternative option method.  They can get their current active card number from any county office support staff that has access to SNAP EPPIC, including those who are read-only staff.  After they get that number, then they can go out and set up their account and order a replacement card.  Once their account is set up, it will remain on the system unless they decide to change or terminate it.

2. 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.

3. 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.

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

• The process includes the following steps:
• Client calls or goes online to order a card by mail before 10:00 p.m.
• 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
• 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)
• 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.
• The card is coming from Indianapolis, IN and usually gets to OKC or Tulsa within 3 to 5 days.
• 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.
• That post office then sends it out by postal worker to be delivered.
• 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.

5. 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.

6. How do I assist a customer ordering a replacement card?

Order Replacement Card / Speak with Customer Service Representative

Conduent Phone number: 1-888-328-6551

• *Select 1 for English, 2 for Spanish
• Select 1 for SNAP
• Enter your card number:
  • Do not press anything
• Will prompt again to enter the card number:
  • Do not press anything
• Select the option for a lost card (#2).
  • Enter Social Security Number (SSN) and Date of Birth (DOB).
• Enter your PIN.
  • If you don’t know it, enter all 9s
• Confirm your SSN and DOB once again.
  • If you don’t know it, enter all 9s again
• If client has more than 1 case in the system, call will route to Customer Service Representative.

* PLEASE NOTE: If caller is immediately prompted to call 405.522.5050, direct the employee to the EBT Support Form to request the caller’s phone number be unblocked.

If there are special circumstances where neither option is conducive, those are handled on a case-by-case basis. The employee can route their question or request through the EBT Support form, where our teams can evaluate the circumstance and assist with next steps.