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

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

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

  • There are no exceptions. When a customer visits a retail location and requests an EBT card, please make them a card.
  • 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.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. 

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. Can a client call DHS to have their replacement card mailed to them? CALL THE 1-888-328-6551

If DHS gets a call from a client and the DHS worker confirms that they are speaking with the client and the client requests that their replacement call be mailed to them, then the DHS worker needs to contact the EPS unit at ebtdaycare3@okdhs.org or call (405) 521-2200 and give EPS the information so that EPS can go into EPPIC and have the card mailed to the client. Be sure to include the case number, case name, and address so that the EPS worker can make sure the card is going to the right client and to the right address.

8. Can a new client get their card mailed to them? What about replacement day care only cards?

All SNAP ONLY EBT cards that need to be mailed will go through Conduent. These cards will be scheduled on CARDR under 00M. Cards placed on 00M will be sent over to Conduent each day to be mailed to the customer.

All CHILD CARE mailed cards (Linking Child Care and Mailing Child Care only cards) will be scheduled on CARDR 55G.

9. 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.

10. 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, notify the case worker to make the correct name change in FACS/ IMS first.

11. 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.

12. What if the client is requesting an EBT card to be printed out for the purpose of using it to verify that they are receiving benefits, i.e. showing their SNAP card to receive free or reduced cost telephone service?

For clients who have an open case and/or are applying for benefits, requests made to print an EBT card are acceptable. We should always assist eligible clients in obtaining additional resources outside of the county office. However, if the request to print an EBT card is for an old case that has been closed or if the application has been denied, please do not send in a request for a card in those situations.

13. (Treatment Facilities) A patient entered the facility, no case, and AR card was printed in county office. Patient left the facility, AR card was deactivated, and client never requested a payee card. Client has now returned to the facility.

Can another AR card can be printed in county office or will a request to Conduent need to be made to have one mailed?

  • County office can print a card as long as the AR was removed from the EBTU EF screen when client left the facility. If the AR is still on EBTU EF screen the AR will need to call Conduent and request a card mailed.

When this client leaves the facility again, can we print a payee card in the office for the client to either mail or for pick up?

  • Yes, a payee card can be printed in a county office, and comments on the CARDR should reflect the following: Shelter /Treatment Center Exception.

What if the client did have a payee card, but it was deactivated when re-entering the facility. Will client have to call Conduent and get a card mailed?

  • Yes, a payee card can be printed in the county office, and comments on the CARDR should reflect the following: Shelter/Treatment Center Exception.

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