Client Frequently Asked Questions

I didn’t get my benefits. What’s going on?
The California Electronic Benefit Transfer (EBT) Project Office does not determine eligibility for benefits and does not issue benefits, and we do not have access to EBT cardholder and case information, so we are unable to give you a good answer to that question. Questions about your benefits or about a specific EBT case should be directed to the local county public assistance office that issues the benefits. For county contact information, visit www.cdss.ca.gov/County-Offices.
The ATM didn’t give me the money I requested, but it took it from my cash benefits. What do I do?
Is there a telephone number I can call if I have questions about, or problems with, my EBT?
Yes. The customer service telephone number is (877) 328-9677, which is printed on the back of your EBT card. Questions regarding benefit eligibility and/or monthly benefit amount, or anything else having to do with benefit eligibility, such as what forms to submit and where to submit them, should be directed to your local county public assistance office. For county contact information, visit www.cdss.ca.gov/County-Offices.
How do I set up or change my EBT card’s personal identification number (PIN)?
To set or change your PIN, the easiest way is to call the toll-free customer service telephone number printed on the back of your EBT card at (877) 328-9677 to select a PIN over the telephone. You can also change your PIN at your county’s public assistance office. When your PIN is changed, you will continue using your current EBT card. A new EBT card is not provided unless specifically requested.
What do I do if my EBT card is lost, stolen, or damaged?
Report the lost, stolen, or damaged EBT card as soon as possible. Call customer service at (877) 328-9677. You’ll be asked to enter your card number. Do not enter your card number or press any keys. You will be asked to enter your card number again. Again, do not enter your card number or press any keys. You will then be asked to press one to report your card as lost, stolen, or damaged. Press the 1 key on your phone. Once you report it, your EBT card will be deactivated so that the benefits cannot be used by anyone else. You should usually receive your new card in the mail within five days (excluding Sundays and holidays).
What do I do if I suspect someone has stolen benefits from my EBT account?
Can I get my cash benefits sent directly into my checking account?
Can I have someone else help me shop using my EBT account?
Ask your county caseworker about setting up an Authorized Representative (AR). 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 at any time. The AR will have access to your entire benefit account. It is not possible to limit the AR's access to a lesser amount. However, 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 of your benefits, it is possible to limit the AR's access to either your food benefits or cash benefits if you like.
Will I be able to use my EBT card in other counties and other states?
Yes, 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. To protect your benefits against fraud, your Golden State Advantage Card cannot be used to withdraw cash at an ATM in these states and cities: Florida, Georgia, Illinois, New Jersey, New York, Las Vegas (Nevada), North Las Vegas (Nevada), Henderson (Nevada). If you need assistance with EBT ATM transactions in these locations, please call the customer service number on the back of your EBT card and speak to a Customer Service Representative. EBT cards can be used in all other States including the District of Columbia, Guam, and the U.S. Virgin Islands. Your card can be used out of state for ATM withdrawals at certain ATM machines. Look for ATMs that display the Quest logo. We recommend you try a balance inquiry first. ATMs may have a surcharge that will be added to your withdrawal amount. EBT cards cannot be used in Puerto Rico because Puerto Rico is operating under a block grant instead of the Federal Supplemental Nutrition Assistant Program. In California, your EBT card will work at any store or ATM that displays the Quest® symbol. If you do not see the Quest® symbol, look for a sign that displays EBT, SNAP, or Food Stamps. If you are unsure, ask the store manager. Not all stores accept EBT cards so check with the store first.
What happens if the ATM does not give back my EBT card?
Occasionally, an ATM will not return your EBT card. In most cases, this occurs when you do not remove your card from the ATM within a certain amount of time. In some cases the bank will return your card if you present proper identification. However, in many cases, the bank will destroy the card even if you request it be returned to you showing proper identification. If your card cannot be returned, you should request a new card by calling customer service at (877) 328-9677. When you call, you’ll be asked to enter your card number. Do not enter your card number or press any keys. You will be asked to enter your card number again. Again, do not enter your card number or press any keys. You will then be asked to press one to report your card as lost, stolen, or damaged. Press the 1 key on your phone to speak to a representative.
If I don’t use all of the benefits I received this month, will these benefits still be available to me next month?
Can a retailer charge me a fee for making a purchase with my EBT food benefits?
What items am I allowed to purchase with my EBT card?
Can a retailer charge sales tax on items purchased with EBT food benefits?
Can bottle deposits (CRV) be paid with EBT food benefits?
If a food or beverage is eligible to be purchased with EBT food benefits and it is in a container with a deposit mandated by the State, you can use EBT food benefits to pay the deposit as well. This is true even if the deposit is not included in the shelf price. In California, State-mandated deposits are called “California Redemption Value”, “CA CRV”, or “California Cash Refund”. SNAP households may not use EBT food benefits to purchase products in a CRV container for the purpose of pouring out the contents to collect the bottle deposit in cash. This is considered a type of trafficking by the USDA Food and Nutrition Service and it is illegal. There are other deposits that are added by the retailer or the manufacturer and are not a CRV, such as deposits on some milk bottles. EBT food benefits cannot be used to pay for these deposits. These deposits must be paid with separate funds.

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