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Cardholder is the Benefit Payee |
Cardholder is an Authorized Cardholder |
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Birth date |
Birth date of the Benefit Payee |
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Social Security Number (SSN) |
SSN entered as all zeros |
Instructions for PIN Change Call:
Dial 1-866-545-6502, the EBT Helpline.
Press 1 on the telephone keypad for directions in English or press 2 for directions in Spanish.
You will be asked for your sixteen (16) digit card number.
You will be given menu options from which to choose.
To change your PIN Press 3.
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 (6) numbers.
The Helpline will ask you to enter a SSN. The Benefit Payee Cardholder enters in his/her own SSN. The Authorized Cardholder enters nine (9) zeros.
Enter the four digits that you would like to use as your PIN. You will be asked to re-enter those same numbers as your new PIN again.
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 activating your card or changing your PIN. It could be due to inaccurate birth date or Social Security information.
Go to a quiet room with as little background noise as possible. Noise can cause incorrect information to be picked up by the voice activation part of the telephone system.
Have all the necessary information with you so you are ready to enter it. Many find it helpful to write this information on a piece of paper before placing the call. It is best to write the information exactly as it is required before calling. If you do not have a touchtone phone with a keypad, you can speak the information into the phone’s mouthpiece.
If the Helpline advised you that the information entered is not correct, contact your WVDHHR Customer Service Center at 1-877-716-1212 to verify that the information in the DHHR data system is the same as the information that you entered. It is possible that a data system error was made or that your information needs to be updated.
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WHAT IS EBT?
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