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Q: Is there a telephone number I can call if I have questions about, or problems with, my EBT card?
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A: Yes. The customer service telephone number is (877) 328-9677, which is printed on the back of your EBT card.
**** NOTE ****
Questions regarding benefit eligibility and/or monthly benefit amount, or anything else having to do with benefit eligibility, should be directed to your local county public assistance office.
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Q: Can I get help in other languages?
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A: The Customer Service Center, (877) 328-9677, provides assistance in 11 languages: Cambodian (Khmer), Cantonese, Eastern Armenian, English, Farsi, Hmong, Lao, Mandarin, Russian, Spanish, and Vietnamese.
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Q: How do I change my personal identification number (PIN)?
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A: If you forget your PIN to access your account, or if you want to change the PIN for other reasons, there are two ways this can be done. You can go to a designated local county public assistance office that has PIN selection equipment and select another PIN, or you can call the toll-free customer service telephone number, (877) 328-9677, to select another PIN over the telephone. Either way, you will need to provide identifying information. When your PIN is changed, you will continue using your current EBT card; a new card will not be provided unless specifically requested.
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Q: What happens if my EBT card is lost, stolen, or damaged?
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A: You must report the lost, stolen, or damaged card as soon as the problem has been discovered. Once it is reported, the card will be deactivated so that the benefits cannot be used by anyone else. A new card will be issued to you in one to three working days, depending on the local county public assistance office's procedures. It is important to keep your PIN secret, so that nobody else can use your EBT card, even if it is lost or stolen.
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Q: Will my benefits be replaced if someone steals these benefits from my EBT account?
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A: No. Your account can only be used with a valid card and PIN. Any transaction conducted with a valid card and PIN is your responsibility, even if the transaction was done without your permission or knowledge. Your benefits will not be replaced. That is why it is very important to protect the secrecy of your PIN. It should not be shared with anyone. It should never be written down on the card or on anything that is kept with the card. Never keep your Social Security Number with your EBT card or PIN. If you have lost your card or think someone knows your PIN, you should immediately call customer service at (877) 328-9677 to have your EBT card deactivated or to change your PIN.
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Q: Will I have to pay to replace my EBT card if it is lost, stolen or damaged?
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A: No. You will not be charged for a replacement card.
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Q: Can I have someone else help me shop using my EBT account?
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A: Ask your county caseworker about setting up an Authorized Representative (AR), who will have access to your EBT food benefit and/or cash aid benefit account. The AR will have a separate card with his or her own account number and PIN. The EBT system is able to track which card is used to access your account.
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Q: Will the AR be able to use all of my food benefits, or is it possible to limit him or her to just a part of my benefits?
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A: The AR will have access to the entire benefit account. It is not currently possible to limit the AR's access to a lesser amount.
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Q: Will an AR automatically have access to both my food and cash benefit accounts?
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A: You may choose the account(s) to which the AR has access. If you don’t want him or her to have access to all your benefits, it is possible to limit the AR's access to either your food benefit account or your cash aid benefit account.
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Q: Do I need a checking or savings account to have an EBT card?
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A: No. Your EBT account is not a checking or savings account. It is a special account just for your food and/or cash aid benefits. You must use your EBT card to access the benefits in your EBT account.
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Q: What if I already have my cash benefits deposited directly into my bank account? Do I have to use an EBT card to access those benefits?
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A: No. If you already receive your cash aid benefits by direct deposit, you may continue to do so.
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Q: Will I be able to use my EBT card in other counties and other states?
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A: Your EBT card will work at any store or ATM that displays the Quest® symbol in California and the other 49 states in the United States, as well as the District of Columbia, the U.S. Virgin Islands, and Guam. If you do not see the Quest® symbol, look for a sign that displays EBT, SNAP, or food benefits. If you are unsure, ask the store manager. Currently, California EBT cardholders cannot use their EBT cards in Puerto Rico.
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Q: Will the county make me explain why I used my EBT card in another state?
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A: No, there are no rules against using your EBT card outside of California. However, you are required to report any address change to your local county public assistance office. You must live in California to be eligible to receive benefits from a California county.
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Q: What happens if the ATM does not give back my EBT card?
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A: Occasionally, an ATM machine will not return your EBT card. In the banking industry this is called a “captured” card. In most cases, this occurs when you do not remove your card from the ATM within a certain period of time. Each bank has its own policy regarding captured cards. In some cases the bank will return your card if you present proper identification. However, in many cases, the bank will destroy the captured card, even if you request it be returned to you showing proper identification. You are treated as any other ATM user in the event of a captured card. If your card cannot be returned, you should request a new card by calling customer service at (877) 328-9677, or if you need a replacement immediately, contact your local county public assistance office.
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Q: Does the government know what I bought with my EBT card?
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A: No. The EBT system does not keep a record of what you buy.
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Q: Is my personal information in the EBT system kept private?
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A: Yes. Your information in the EBT system is under the same privacy rules that govern the federal Supplemental Nutrition Assistance Program (SNAP) and CalWORKs.
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Q: If I don’t use all of the benefits I received this month, will these benefits still be available to me next month?
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A: Yes. Benefits that are not used in the month issued will stay in the EBT account. These benefits are available for you to use, and the next month's benefits are added to your account balance.
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Q: Can a retailer charge me a fee for making a purchase with my EBT food benefits?
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A: No. Federal regulations prohibit any retailer from charging you a fee for using your food benefits.
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Q: Can a retailer charge me sales tax when I make a purchase with my EBT food benefits?
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A: No. Federal regulations prohibit a retailer from charging sales tax on a purchase, or portion of a purchase, made with food benefits.
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