Q. What is Electronic Benefit Transfer?

A. Electronic Benefit Transfer (EBT) is the new way to deliver SNAP benefits (formerly known as Food Stamps), monthly WV WORKS and Child Support Incentive benefits. The use of EBT for the delivery of SNAP benefits is required by the federal government. A plastic, magnetic striped card (similar to a bank card) isl used to access SNAP and monthly WV WORKS and Child Support Incentive benefits. You will use the card to purchase food products and access monthly cash benefits.

Q. How does EBT work?

A. With EBT, you apply and are eligible for benefits in the usual way, by completing an application at the local DHHR office. Once eligibility and the level of benefits have been determined, an account is established in the your name. SNAP, monthly WV WORKS and Child Support Incentive benefits are deposited electronically in the account each month. A plastic card, similar to a bank card, is issued and a Personal Identification Number (PIN) is assigned to access to the account.

Q. What benefits will be included on the EBT card?

A. SNAP, monthly WV WORKS, and Child Support Incentive Benefits.

Q. How will I get an EBT card and Personal Identification Number (PIN)? A. The EBT card comes in the mail. You also will receive a (PIN) in a separate mailing. You need both the card and PIN to use your SNAP and your monthly WV Works benefits.

Q. What is a PIN?

A. A Personal Identification Number (PIN) is a four-digit secret code that allows only you to use your EBT card. It is important to learn and remember your PIN. Never tell your PIN to anyone and DO NOT write your PIN on your EBT Card.

Q. How do I use the EBT card?

A. After you swipe or insert your card into the Point-of-Sale (POS) terminal at a store or at a Cash Machine (ATM), you enter your (PIN) and follow the instructions.

Q. What if I lose my EBT card?

A. Call the 24 hour toll free phone line- 1-866-545-6502 to report the lost card. The existing balance on the card will be secured and a new card will be mailed the next day.

Q. Will there be a fee for using the EBT card?

A. There is never a charge for using your EBT card to buy food from your SNAP account. You may use your EBT card to make a purchase and get cash back at the same time if you receive WV WORKS monthly benefits or Child Support Incentive benefits. You may do this as often as you want with NO transaction fee. At cash machines (ATMS), the first two withdrawals each month are free. For each one after that, one dollar ($1.00) is taken out of your cash account. Bank surcharges, if any will also be taken from your account. Surcharges may vary, so be sure to notice any surcharges and plan your cash accordingly.

Q. Will I be able to get cash back from my SNAP account?

A. No. Your SNAP account will be debited for the exact amount of your food purchase.

Q. What if I need to return a food item that I purchased from my SNAP account?

A. Your EBT SNAP account will be credited for the amount of the return.

Q. Who can use the EBT card and PIN? A. The head of household/payee will receive a card and PIN. Also, whoever you designated as your authorized representative (if you have one) will receive a card. NOTE: Whoever you choose as your authorized representative has FULL ACCESS to your benefits, just as you do. For more information on where you can use your card click here.

Q. Where can I use the EBT card? A. WV WORKS recipients can use their card to pay for purchases or to get cash at ATMs, grocery stores and convenience stores. SNAP recipients can use their card to purchase food at any USDA authorized SNAP grocery or convenience store. For more information about where to use your Mountain State Card, click here.

Q. How will I know my account balance?

A. Ending account balances are provided on the bottom of your transaction receipt. If you lose your last receipt, you can verify your balance in one of the following ways:

  • Call the toll free number on the back of your EBT card.
  • Check your cash account balance at an ATM or POS machine.
  • Check your SNAP account balance at a POS machine.
  • You should always know your account balance before you shop.

Advantages of EBT

  • Benefits available immediately upon date of issuance.
  • Reduces lost or stolen benefits.
  • Benefits carried on a single card.
  • Reduces stigma associated with use of benefits.
  • Customer Services toll free number available 24 hours a day, 7 days a week - 1-866-545-6502
  • Convenient and secure.
  • Easy to use.
  • West Virginia Department of Health and Human Resources
    Office of Electronic Benefits Transfer
    One Davis Square
    Suite 402
    Charleston, WV 25305-0513
    Telephone: (304)558-4126
    Fax: (304)558-5670
    Email Address: dhhrwvebt@wv.gov

    OFFICE OF EBT Banking Services/Client Accounts Staff

    Jacquelyn Hoppe, Director of Office of EBT

    Dorris J. Cable , Secretary

    Martha (Marty) Gibson, EBT Supervisor

    Carmen Hernandez, Accountant/Analyst

    Jon C. O'Neal, EBT Specialist

    Kathy Brown, EBT Training Coordinator

    Staci Jones, Administrative Assistant, Client Accounts

    Kari Roberts, Administrative Assistant, Client Accounts

    Dawnita McCown, Administrative Assistant, Client Accounts



    Any questions or comments can be referred to the above phone number or email address.