How To Replace Your Card
First you will want to
be sure that your correct,
current address is reported to your DHHR Worker at least the day before
requesting a new card. Once you report a
card lost or stolen, it will no longer work. It is
recommended the nonworking card be destroyed to avoid confusion with the
replacement card.
The security information the
Cardholder must provide to replace a lost or damaged card is the following:
Cardholder is the Benefit Payee
- Birth date
- Social
Security Number (SSN)
Cardholder is an Authorized
Cardholder (AR)
- Birth date
of the Benefit Payee
-
SSN entered as zeros.
If You Do Not have the Mountain
State Card Number
-
Dial 1-866-545-6502, the EBT Helpline.
-
Press the number 1 on the telephone keypad
for directions in English or press the number 2 for directions in Spanish.
-
You will be asked for your sixteen (16) digit
card number. You will do nothing since you do not know
your card number. You will be asked to press 1 on the telephone keypad to
report your card lost or stolen.
- You will be
transferred to request a new card. You will be asked for the birth date of
the Benefit Payee Cardholder, SSN and/or address. You will give the birth
date of Benefit Payee even if you are an Authorized Cardholder.
- When asked
for the SSN the Benefit Payee Cardholder enters his/her own SSN. The
Authorized Cardholder gives nine zeros.
- You should
receive a new card within 5 to 7 days of your request.
If you Have the Mountain State
Card Number
(For non-working Cards or if you have a
record of the card number)
- Dial 1-866-545-6502, WV EBT Helpline
- Press the
number 1 on the telephone keypad for directions in English or press 2 for
Spanish.
- You
will be asked to enter the sixteen (16) digit card number.
Card Number __ __ __ __ __ __ __ __ __ __
__ __ __ __ __ __
- You will be
given menu options from which to choose.
- To report
your card as damaged, lost or stolen press 2.
- You will be
transferred to request a new card. You will be asked for the birth date of
the Benefit Payee Cardholder, SSN and/or address. You will give the birth
date of Benefit Payee even if you are an Authorized Cardholder.
- When asked
for the SSN the Benefit Payee Cardholder enters her own SSN. The Authorized
Cardholder gives nine zeros.
- You should
receive a new card within 5 to 7 days of your request.
Tips
for placing a call to the WV EBT Helpline:
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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