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Create User Account  Create User Account
 
Cardholders are required to have
a User ID and password to view their:
 - Account Balance
 - Transaction History

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faq
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Lost or Stolen Cards or PINs and Problems with Transactions

Immediately call Customer Service at 800-359-5802:
  • If your Iowa EBT Card has been lost, stolen or is no longer working, you should call the Customer Service Call Center at 800-359-5802 for a new EBT card. They will immediately disable the old card and arrange for the mailing of a replacement EBT card to your address. If your address does not match what is in the EBT system, then you will be directed to call 877-347-5678 to update your address. The mailing process takes from 5-7 business days. Your benefits will be protected as soon as you report it lost or stolen. When you receive your replacement card, you can begin using your remaining benefits.


  • When you receive your replacement card, your current PIN is transferred to your replacement card so you do not need to change your current PIN. However, if you want to select a new PIN, select the prompt to change your PIN after it has been successfully activated.








  • You will receive one FREE replacement card every 12 months. A $2 fee is deducted from your account for each additional replacement card. Once the 12 month period is over, you will receive another FREE replacement card.


  • What should I know about my SNAP account?

    • It does not cost you anything to use the Iowa EBT Card for SNAP.
    • You do not ever get cash back when you use your SNAP benefits.
    • You can buy the following items with your Iowa EBT Card : Any food to be eaten at home by people, including baby food, non-alcoholic beverages, and seasonings. Seeds and plants to grow food for your own family’s consumption.
    • You cannot buy non-grocery items with the SNAP benefits, such as cleaning products, pet food, paper products, alcohol, or tobacco.
    • Ongoing monthly benefits will be available from the 1st through the 10th day of each month based on the first letter of the cardholder's last name.
    • You can use your Iowa EBT Card even if your SNAP case is closed as long as you have benefits left in your account.


    What should I know about my Cash account?

    • You can buy non-grocery items with your Cash benefits, such as cleaning products, pet food, and paper products.
    • Some grocery stores will let you get cash from your cash account.
    • You can get your Cash benefits from any ATM displaying the Quest logo.
    • You may have to pay a surcharge at the ATM.
    • Cash withdrawals will cost you $1.00 each.
    • You can use your Iowa EBT Card even if your Cash case is closed as long as you have benefits left in your account.
    • Your benefits will be removed from your account if there has not been any financial activity (such as a cash purchase) on your account in the past 180 days. You will need to contact your local Iowa Department of Social Services office to have your benefits re-issued.


    What is a PIN?

    • PIN stands for Personal Identification Number. You must have a 4-digit PIN to use your Iowa EBT Card .
    • Call the Customer Service Call Center to select a PIN to begin using your Iowa EBT Card . You will need your:
      - 19 digit card number from the front of your Iowa EBT Card
      - Social Security Number (last 4 digits only).
      - Birth Date
    • Choose a PIN that is easy for you to remember, but hard for someone else to guess or figure out if you lose your card
    • Never tell anyone else, including a grocery store cashier, your secret PIN
    • Never write your PIN on your card.
    • Do not write your PIN on anything you carry with you like your wallet or purse in case it is lost or stolen.
    • If you forget or want to change your PIN, you may login to your account and follow the links to change your PIN or you may call the Customer Service Call Center and follow the automated instructions for changing your PIN.




    • When entering your PIN to make a purchase, be sure no one else can see what number you are entering. If someone else learns your PIN and uses your card, your benefits will not be replaced.
    • If you think someone else has learned your PIN, call the Customer Service Call Center immediately to choose a new PIN.






    How do I select my PIN?

    You must always call the Customer Service Call Center at 1-800-359-5802 and follow the prompts to select your PIN for the first time. To change your PIN, login to your account or call the Customer Service Call Center.

    You will need the following information to select your Personal Identification Number (PIN):

    To select your new PIN, you will need your:

    1. Card number (19 digits on the front of your card).
    2. Last four digits of the Social Security number of the cardholder.
    3. Date of birth of the cardholder.


    How do I use my Iowa EBT Card at the store?

    • Make sure you have selected your PIN and remember it before going shopping.
    • Your Iowa EBT Card can be used at stores that display the Quest logo. If you do not see the Quest logo, ask at the customer service desk if the store accepts the EBT card.
    • Go shopping as normal.
    • At the checkout lane, slide your own card or give your card to the clerk depending on the store. The clerk enters your transaction amount. The clerk should not leave the area with your card.
    • You will need to enter your 4 digit PIN.
    • Check the amount that shows in the machine window to make sure it is correct.
    • Make sure the amount on the receipt is the same as the amount you spent. If the receipt is wrong, tell the clerk right away. Keep the receipt as a record of your current balance.


    How do I use my card at the ATM?

    • Insert your card into the ATM.
    • Enter your PIN.
    • Press the button for WITHDRAWAL.
    • Press the button for CHECKING.
    • Enter the dollar amount.
    • If the ATM screen tells you that a surcharge will be charged and you do not want to pay it, cancel the transaction by pressing the CANCEL button and try another ATM.
    • Press the button for CORRECT to go on if the amount is right, or CANCEL to stop if the amount is wrong.


    How do I protect my Iowa EBT Card ?

    • If your Iowa EBT Card is lost or stolen call the Customer Service Call center(1-800-359-5802) immediately. Your benefits will be protected as soon as you report it lost or stolen and a new card with your remaining benefits will be issued to you.
    • When entering your PIN to make a purchase, be sure no one else can see what number you are entering. If someone else learns your PIN and uses your card and PIN to use your benefits, your benefits will not be replaced.
    • If you think someone else has learned your PIN, call the Customer Service Call Center immediately to select a new PIN.
    • Keep your card away from electronic equipment (like TVs and microwaves) and magnets and out of the sun.


    Misuse of your SNAP benefits is a violation of State and Federal laws.

    DO NOT:
    • Sell, trade or give away your SNAP benefits, PIN or Iowa EBT Card.
    • Allow a retailer to buy your food benefits in exchange for cash.
    • Use someone else’s SNAP benefits or Iowa EBT card for your household.
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