Guide Using your EBT card

PIN stands for Personal Identification Number. To use your EBT card, you must enter your 4 number secret PIN into the machine. Your PIN will arrive in the mail separately from your card. It may take 7-10 business days to arrive.

Call EBT Customer Service at (800) 997-2555 (the number on the back of your card) if you forgot your PIN or you want to change it to one that you would prefer. Note: the EBT Customer Service line opening message mentions P-EBT. This is the correct number. It is used to PIN EBT and P-EBT cards.

If your card is lost, stolen or damaged call EBT Customer Service at (800) 997-2555 right away. 

You can also request a replacement EBT card:

• On DTAConnect.com. Under 'My Info', click on Request an EBT Card.
  Note: this is not available on the DTA Connect mobile app. 
• Use the automated prompts on the DTA Assistance Line (877) 382-2363.

DTA will mail you a replacement card. The PIN for your replacement card does not have to be the same as your old one but it will be the same unless you tell us you want a new PIN assigned to you. If you request a new PIN, it will be sent in the mail in a separate envelope from your replacement card. Your replacement card and PIN will arrive within 7-10 business days.

We can replace your card, but cannot replace any benefits taken from it. If benefits were left on your old card they will automatically transfer to your new replacement card.

Expect a fee.

It costs $5 to replace an EBT card. The $5 fee will be taken from your benefits. If you have no benefits available, DTA will take the fee from you later. There's no $5 fee if:

• This is your first Photo EBT card
• Your card was defective
• Your card was lost in the mail
• DTA is replacing an emergency EBT card
• Your case was closed for 30 days or more
• DTA has agreed to issue you a replacement card to accommodate your disability or domestic violence situation
• You changed your name
• You changed your Social Security number

Learn additional rules.

If you get 4 or more replacement EBT cards within 12 months you must talk with a case manager or investigator before getting a new card. Based on this discussion, DTA may investigate to ensure that there is no fraud. Selling your card or your benefits is illegal and can result in disqualifying you from benefits.

Massachusetts law requires the use of photo identification on the front of each EBT card. We will use the photo from your driver's license or other state-issued ID. If you don't have one, we will schedule a time for you to go to a DTA office to take a photo.  You can still get a card and benefits while waiting to take your picture.  You aren't subject to photo EBT requirements if you are:

• 18 or under 
• 60 or over
• Blind
• Disabled
• Homeless
• A victim of domestic violence
• Prevented by your religious beliefs
• Getting benefits for someone else, but not yourself

Even though your EBT card may have your photo on it, other household members who are receiving benefits as part of your case can use the card as long as they know your PIN.

If you want someone else to have an EBT card to use your benefits to shop for you, you may choose someone to be your authorized representative. 

Benefits will load onto your EBT card on the same day(s) every month when your case is active based on the last number of your Social Security number (SSN): 

If you have a bank account, you may get your cash benefits by Direct Deposit on these dates and use your EBT card to get your SNAP benefits only.

With SNAP benefits:

You can buy any food item except alcohol or prepared meals sold hot and ready to eat. You can even buy seeds or plants for growing food. Find out more about eligible food items.

With cash benefits:

Anything you need, except:

• Alcoholic beverages
• Court-ordered fees, fines, bail or bail bonds
• Firearms and ammunition
• Gambling
• Lottery tickets
• Jewelry
• Adult-oriented entertainment material
• Recreational marijuana

You can even pay your rent or utility bills, purchase money orders, and buy food. 

1. Look for the Quest® mark on the door or the window of the store.
2. At check-out, swipe your EBT card.
3. Enter your secret PIN on the number pad, then press Enter.
4. Tell the cashier how much money to enter or enter the purchase amount yourself. Remember, you can only buy eligible food items with your SNAP benefits.
5. Check your receipt to make sure that the amount on the EBT receipt is the same as your grocery receipt.

If a store displaying the Quest® logo does not have a working EBT machine:

• The clerk will handwrite a voucher for SNAP purchases only
• The voucher will list:
  • Your card number
  • Your purchase amount
• The clerk will call to see if you have enough benefits to buy the food
• Check to make sure the amount on the voucher is correct
• Sign the voucher
• Keep the voucher so you can subtract this amount from your balance. This will give you the correct amount in your account.
• It may take a few days for the amount to be subtracted from your account

Keep track of the money left on your EBT card so you know the balance before you shop. Check your balance by:

• Downloading and logging onto the DTA Connect mobile application
• Logging on to the DTA Connect website
• Calling the EBT Customer Service number ((800) 997-2555) on the back of your card
• Using an ATM or a machine used to process your payment at a store
• Checking the EBT receipt of your last purchase

EBT cards create an electronic record of every purchase. If your balance is lower than you expected, you can call (800) 997- 2555 to get the last 10 transactions to help you track your spending.

Your EBT card is good for as long as you get SNAP or cash benefits. You can use the same card for years even if your case closes and reopens. To care for it:

• Keep it in a safe place (like your wallet or a card holder) when you’re not using it, instead of loose in your bag or pocket
• Never write your secret PIN on it
• Don’t bend it
• Don’t write on or scratch the black stripe on the back
• Don’t put your card near fridge magnets, TVs, stereos, VCRs, or even the magnetic clasp on a purse or wallet

PIN stands for Personal Identification Number. To use your EBT card, you must enter your 4 number secret PIN into the machine. It is the key that unlocks your benefit accounts. For this reason: 

• Keep your PIN a secret
• Never write your secret PIN on your card
• Never let anyone see you enter your secret PIN at a machine, even a store clerk
• Never give anyone your card or secret PIN. If a person has your card and knows your secret PIN, they can use ALL of your benefits.
• If someone else uses your secret PIN and card, YOUR BENEFITS WILL NOT BE REPLACED

The EBT Card to Culture program provides discounted admissions to various museums and other educational and cultural institutions. As an EBT cardholder, you can get reduced or free admission by showing your card at any of the participating organizations.

Call EBT Customer Service 24 hours a day, 7 days a week at (800) 997-2555 if: 

• Your card is lost, stolen or damaged
• You want to change your PIN
• You want to find out how much you have left in your account
• You have been charged for something you didn't buy 
• You have other questions or problems

This is a free call.