Electronic Benefit Transfer (EBT) Card Assistance for Clients

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SNAP (food stamps), Cash Assistance (public assistance), and Medicaid clients can get assistance with their Electronic Benefit Transfer (EBT) card, also known as a Common Benefit Identification Card (CBIC), including:

Replacing a card that is lost, stolen, defective, or never received
Getting card balance
Updating or correcting card information
Changing or resetting PIN information
Reporting a damaged, lost, or stolen EBT Card

For information about the Pandemic Electronic Benefit Transfer (P-EBT) benefit, visit the Pandemic Electronic Benefit Transfer (P-EBT) Cards page instead.

Apply for Benefits or Get Case Assistance

To apply for benefits or for additional assistance with your case (including updating information on your EBT card), visit the following pages instead:

You can access your cash and SNAP benefits at participating EBT locations anywhere within New York State. Cash benefits may also be accessed at participating ATM and authorized retail store locations.

Your EBT card and Personal Identification Number (PIN) are used at authorized retail stores when accessing your cash or SNAP benefits. Many retail stores also provide cash back with your purchase. Check with the store for their cash back policy.

To activate your EBT card, call customer service.

To use your EBT card, swipe the card and then enter your PIN in the machine at the checkout line. Only you should enter your PIN. It is recommended that you always check and keep your receipts for purchases made with your EBT card.

Online

Learn more about EBT cards.

By Phone

Agency: New York State Office of Temporary and Disability Assistance
Division: Electronic Benefit Transfer (EBT) Customer Service
Phone Number: (888) 328-6399
Business Hours: 24 hours, 7 days a week
Staff is available at all times through the automated phone system.

You can use the EBT card lock feature on the ConnectEBT mobile app to block certain actions for Cash Assistance, SNAP, and HEAP benefits. This feature is intended to help prevent scam-related theft of your benefits.

New EBT cards are not locked when they are issued to you. You must activate your EBT card before you can use the lock feature.

When your EBT Card is locked, you cannot:

Make any purchases
Check your balance
Complete an in-person transaction that requires you to swipe your card, such as an ATM withdrawal

When your EBT card is locked, you can:

Change your pin
Complete a return/credit for an online purchase

Medicaid benefits and payments to your landlord and utility company are not impacted when your EBT card is locked.

Locking an EBT Card

You can only lock your EBT card using the ConnectEBT mobile app.

To lock an EBT card, you must create an account or, use an existing one, on the ConnectEBT mobile app. The app can be downloaded for free on their mobile device through the Google Play Store or Apple App Store.

You cannot lock your EBT card using the web based ConnectEBT New York EBT client portal and EBT Customer Service.

Unlocking an EBT Card

To unlock your EBT card, you can:

Use the ConnectEBT mobile app by tapping the new “Lock/Unlock Card” button on the home screen
Call EBT Customer Service at 888-328-6399

Applicants who have been approved for Cash Assistance or SNAP (Food Stamps) benefits will receive an EBT card in the mail.

If your EBT card is lost, stolen, defective, or never received, you can submit a replacement request online, by phone, or in person.

If you make your request online or by phone, it will take from 7 to 10 business days for you to get your replacement EBT card.

Please note that, as of January 15, 2020, EBT cards with photos are no longer issued.

Online

Visit the ConnectEBT website.

By Phone

Agency: New York State Office of Temporary and Disability Assistance
Division: Electronic Benefit Transfer (EBT) Customer Service
Phone Number: (888) 328-6399
Business Hours: 24 hours, 7 days a week
Staff is available at all times through the automated phone system.

In Person

You must bring a valid photo ID in order to receive a permanent or temporary replacement EBT card.

Permanent Replacement EBT Card

You can get a same day permanent replacement EBT card at the Over-The-Counter (OTC) site, Monday through Friday, 8:30 am to 5:00 pm (except Federal holidays and Election Day).

227 Schermerhorn Street - Ground Floor
Brooklyn, NY 11201

Temporary Replacement EBT Card

You can get a temporary replacement EBT card at any HRA location. The temporary card will have all your available benefits until your permanent EBT card arrives.

Office locations are available online. Find a Benefits Access Center.

The quickest way to update or correct the information that appears on your benefit card is to submit a case change request using the ACCESS HRA website. You do not need to submit a new application.

You will need to submit documents to prove the change you report. You can submit documents using the Document Upload feature on the ACCESS HRA Mobile App.

Cash Assistance Clients

You can submit change requests:

Online

Use the ACCESS HRA website or the ACCESS HRA Mobile App to submit your request. Choose the Request a CA Case Change or Emergency Grants link.

In Person

Visit your Benefits Access Center (formerly known as Job Center).

Find a Benefits Access Center.

SNAP Clients

You can submit change requests:

Online

Use the ACCESS HRA website or the ACCESS HRA Mobile App to submit your request. Choose the Request a SNAP Case Change link.

By Fax

(917) 639-2544

By Mail

SNAP
Centralized Recertification Mail Unit
P.O. Box 29008
Brooklyn, NY 11202-9816

In Person

You can visit any SNAP center. Find a SNAP Center near you.

You can get your EBT card balance, benefits schedule, and account history online or by phone. Your account history includes benefits that were added to your EBT card and transactions that have been made using your EBT card.

You can also:

Check your SNAP account balance at food stores
Check your cash account balance at ATMs where EBT cards are accepted

If you call the EBT Customer Service line, you can:

Use the automated menu to hear your last ten transactions;
Use the automated menu or speak with a customer service representative to request a printed two-month statement of your account history; or
Speak with a customer service representative to review your entire transaction history

Online

Visit the ConnectEBT website.

You can also download the free ConnectEBT mobile app to get the last 15 months of your EBT card account history.

Download the ConnectEBT app for:

By Phone

Agency: New York State Office of Temporary and Disability Assistance
Division: Electronic Benefit Transfer (EBT) Customer Service
Phone Number: (888) 328-6399
Business Hours: 24 hours, 7 days a week
Staff is available at all times through the automated phone system.

You can get assistance with:

Replacing a Medicaid card that is lost, stolen, or defective
Correcting and replacing Medicaid cards issued with incorrect information

Online

Replace a lost, stolen, or damaged Medicaid card.

By Phone

Agency: Human Resources Administration
Division: Medicaid Helpline
Phone Number: (888) 692-6116
Business Hours: Monday - Friday: 8 AM - 5 PM
Automated Assistance is available in English and Spanish 24 hours, 7 days a week. Staff is available through the automated phone system during business hours, except on City Holidays. Most languages are available through a staff person.

What Happens Next

If you make your request online or by phone it will take from 7 to 10 business days for you to get your replacement card. Replacement cards can only be mailed to the address on record.

You can get assistance with:

Changing the PIN number for your EBT card
Resetting the PIN number for your locked EBT card

You will be asked to provide certain information for security purposes.

By Phone

Agency: New York State Office of Temporary and Disability Assistance
Division: Electronic Benefit Transfer (EBT) Customer Service
Phone Number: (888) 328-6399
Business Hours: 24 hours, 7 days a week
Staff is available at all times through the automated phone system.

In Person

You can change or reset your PIN number at most Benefits Access Centers and SNAP Centers. Locations are available online.

Visit the HRA Center Locations website.

Initial PIN for New EBT Card

Your EBT card and your initial PIN for the card are mailed separately. You will receive the two mailings within a few days of each other. They are sent separately for security reasons.

If your EBT card is damaged, lost or stolen, you must contact EBT Customer Service to report the issue with your card. EBT Customer Service will deactivate your card so that no one else can use it.

You should immediately contact EBT Customer Service if you suspect or know:

That your card or card number has been stolen;
That someone not authorized by you has gained access to your PIN;
That someone has gained information about your identity that may result in your benefits being stolen; or
That you lost your card

Only by first contacting EBT Customer Service to deactivate your card can you protect yourself against potential benefit theft or fraud.

You can report the issue with your card online or by phone.

Online

Visit the ConnectEBT website.

You can also download the free ConnectEBT mobile app for:

By Phone

Agency: New York State Office of Temporary and Disability Assistance
Division: Electronic Benefit Transfer (EBT) Customer Service
Phone Number: (888) 328-6399
Business Hours: 24 hours, 7 days a week
Staff is available at all times through the automated phone system.

Electronic Benefit Transfer (EBT) Card Assistance for Clients

How to Use an EBT Card

EBT Card Lock Feature

Replace an EBT Card for Cash Assistance and SNAP Clients

Update or Correct Information on an EBT Card for Cash Assistance and SNAP Clients

Get EBT Card Balance or Account History for Cash Assistance and SNAP Clients

Replace or Correct an EBT Card for Medicaid Clients

Replace a lost, stolen, or damaged Medicaid card.

Change or Reset PIN Number

Report a Damaged, Lost, or Stolen EBT Card

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