|WV.GOV - DHHR - EBT|
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Attention: Farmers Market Information
If you have State supported wireless equipment from FIS, call this number for customer support: 1-800-737-5834 (24/7)
The USDA is an equal opportunity provider and employer.
( Specialty Crop Block, Organic Cost Share, Sheep Production & Marketing. )
( Please ignore mailing instructions on page 6 of the SNAP Application. Send application to the Office of EBT via email at email@example.com )
Retailers and Farmers Markets interested in accepting the Mountain State EBT Card for SNAP (formerly known as Food Stamp) benefits must be authorized by Food and Nutrition Services (FNS). Contact FNS to learn more:
Food and Nutrition Services (FNS) Phone Number: 877-823-4369
Once authorized by FNS, FIS will send the retailer a Retailer Agreement package, which has EBT contract information to the FNS authorized retailers.
For information about enrollment status, bank account information/changes, manual voucher supplies and general information about EBT retailer issues, contact the EBT Helpline for Retailer Assistance:
1-866-545-6503 8:00 a.m. to 5:00 p.m. Monday through Friday
If you have received EBT ONLY STATE ISSUED EQUIPMENT and have questions about: How to complete an EBT transaction; Have equipment/phone line problems; Settlement Issues; Claims or Questions concerning EBT transactions, please call:
Retailer Help Desk (EBT-Only Retailer)
Integrated Retailers must call their processor
Retailers with existing Debit/Credit equipment must contact their Third Party Processor (TTP) to alert them of the store's intention to begin processing EBT transactions. Early notification of the TTP helps them in making the necessary changes needed to process EBT transactions.
Reimbursement for EBT transactions and/or cash withdrawals will be transferred electronically via the Automated Clearing House (ACH) to a retailer's bank account within 2 business days following receipt of the retailer's end-of-day point of sale settlement information.
An Important Message from the Food and Nutrition Service (FNS) Regarding Non-Working Cards and Keyed Transactions
When food stamp recipients shop at your store, the EBT cards are "swiped" through the Point of Sale (POS) device which reads the card number and other information from the magnetic strip on the back of the card. Sometimes, the card strip is damaged and cannot be read by the POS device. When and only when the POS device cannot read the card strip, may you manually enter the card numbers. The recipient must be present and show you the card. You cannot enter cards manually unless the EBT Cardholder AND card are present. You may never keep card numbers on file. Excessive keyed entries will flag the retailer for possible fraud investigations. The recipient must still enter his or her PIN to authorize a key-entered transaction. Clerks must never ask clients for their PIN. Asking a cardholder for their PIN may result in referral for a fraud investigation. If additional equipment or PIN pad extension is needed, please contact JPMorgan Chase Bank. You should never engage in an EBT transaction if the customer has a card number written on a piece of paper, but does not present an EBT card.
SNAP Program regulations permit key-entry as a back-up convenience for recipients and the recipient is expected to get a free replacement for the damaged card. If the EBT card is damaged, please advise the recipient to request a replacement card by calling the toll-free number on the back of their cards. If your POS device frequently does not accept EBT cards, it may need servicing. If you use a commercial POS equipment vendor, contact the vendor for equipment cleaning instructions or to report problems. If you use EBT only equipment, contact your POS equipment helpdesk if you think that you are experiencing an equipment problem. Additionally, the EBT-Only Retailer's Manual recommends cleaning the card readers with the paper supplier being contact for the needed supplies.
Do not use the manual key-entry method unless the POS device or the EBT card presented by the recipient is not working. FNS monitors the frequency of key-entry by every store and West Virginia has a high percentage of manual key-entered transactions compared to the rest of the nation.
Also available at this site: FNS Authorized Retailer Application to apply on-line or mail; Training Guide for Retailers; EBT FAQ; Find your FNS field office.