Need something else?
- Medicaid
- SNAP (Food Stamps)
- Public Assistance or Welfare
- Public Assistance, SNAP, or Medicaid Fraud
- Electronically Stolen SNAP or Public Assistance Benefits
- Summer EBT
SNAP (food stamps), Cash Assistance (public assistance), and Medicaid clients can get assistance with their Electronic Benefit Transfer (EBT) card, also known as a Common Benefit Identification Card (CBIC), including:
- Replacing a card that is lost, stolen, defective, or never received
- Gettingcard balance
- Updatingor correcting card information
- Changing or resetting PIN information
- Reporting a damaged, lost, or stolen EBT Card
Apply for Benefits or Get Case Assistance
To apply for benefitsor for additional assistance with your case (including updating information on your EBT card), visit the following pages instead:
- SNAP (Food Stamps)
- Public Assistance or Welfare
- Medicaid
You can access your cash and SNAP benefits at participating EBT locations anywhere within New York State. Cash benefits may also be accessed at participating ATM and authorized retail store locations.
Your EBT card and Personal Identification Number (PIN) are used at authorized retail stores when accessing your cash or SNAP benefits. Many retail stores also provide cash back with your purchase. Check with the store for their cash back policy.
To activate your EBT card, call customer service.
To use your EBT card, swipe the card and then enter your PIN in the machine at the checkout line. Only you should enter your PIN. It is recommended that you always check and keep your receipts for purchases made with your EBT card.
Online
By Phone
- Agency: New York State Office of Temporary and Disability Assistance
- Division: Electronic Benefit Transfer (EBT) Customer Service
- Phone Number: (888) 328-6399
- Business Hours: 24 hours, 7 days a week
- Staff is available at all times through the automated phone system.
You can use the EBT card freeze feature to block certain actions for Cash Assistance, SNAP, and HEAP benefits. This feature is intended to help prevent scam-related theft of your benefits.
The freeze feature is not enabled when a new EBT card is issued to you. You must activate your EBT card before you can use the freeze feature.
When your EBT Card is frozen, you cannot:
- Make any purchases
- Check your balance
- Complete an in-person transaction that requires you to swipe your card, such as an ATM withdrawal
When your EBT card is frozen, you can:
- Change your pin
- Complete a return/credit for an online purchase
Medicaid benefits and payments to your landlord and utility company are not impacted when your EBT card is frozen.
Freezing and Unfreezing an EBT Card
You can freeze and unfreezeyour EBT card using the ebtEDGE online portal and mobile app.You cannot freeze and unfreeze your EBT card by calling EBT Customer Service.
To freeze or unfreeze an EBT card, you must create an ebtEDGE account oruse an existing one.
Visit the ebtEDGE cardholder portal.
The app can be downloaded for free on your mobile device through theGoogle Play StoreorApple App Store.
EBT cardholders that used the Card Lock/Unlock feature on the previous portal or mobile app, now called Card Freeze/Unfreeze, and had their cards in “locked” status as of Saturday, May 18, 2024, must use the new ebtEDGE cardholder portalor the ebtEdge mobile app in order to now “unlock” or “unfreeze” their card before they will be able to use it.
Applicants who have been approved for Cash Assistance orSNAP (Food Stamps) benefits will receive an EBT card in the mail.
If your EBT card is lost, stolen,defective, or never received, you can submit a replacement request online, by phone, or in person.
If you make your request online or by phone,it will take from 7 to 10 business days for you to get your replacement EBT card.
Please note that, as of January 15, 2020, EBT cards with photos are no longer issued.
Online
Visit the ebtEDGE cardholder portal.
The ebtEDGE mobile app can be downloaded for free on your mobile device through the Google Play Storeor Apple App Store.
By Phone
- Agency: New York State Office of Temporary and Disability Assistance
- Division: Electronic Benefit Transfer (EBT) Customer Service
- Phone Number: (888) 328-6399
- Business Hours: 24 hours, 7 days a week
- Staff is available at all times through the automated phone system.
In Person
You must bring a valid photo ID in order to receive a permanent or temporary replacement EBT card.
Permanent Replacement EBT Card
You can get a same day permanent replacement EBT card at the Over-The-Counter (OTC) site, Monday through Friday, 8:30 am to 5:00 pm (except Federalholidays and Election Day).
227 Schermerhorn Street - Ground Floor
Brooklyn, NY 11201
Temporary Replacement EBT Card
You can get a temporary replacement EBT card at any HRA Benefits Access Center. The temporarycard will have allyour available benefits until your permanent EBT card arrives.
Office locations are available online.Find a Benefits Access Center.
The quickest way to update or correct theinformation that appears on your benefitcard is to submit a case change request using the ACCESS HRA website. You do not need to submit a new application.
You will need to submit documents to prove the change you report. You can submit documents using the Document Upload feature on the ACCESS HRA Mobile App.
Cash Assistance Clients
You can submit change requests:
Online
Use the ACCESS HRA website or the ACCESS HRA Mobile App to submit your request. Choose the Request a CA Case Change or Emergency Grants link.
In Person
Visit your Benefits Access Center (formerly known as Job Center).
Find a Benefits Access Center.
SNAP Clients
You can submit change requests:
Online
Use the ACCESS HRA website or the ACCESS HRA Mobile App to submit your request. Choose the Request a SNAP Case Change link.
By Fax
(917) 639-2544
By Mail
SNAP
Centralized Recertification Mail Unit
P.O. Box 29008
Brooklyn, NY 11202-9816
In Person
You can visit any SNAP center. Find a SNAP Center near you.
You can get your EBT card balance, benefits schedule, and account history online or by phone. Your account history includes benefits that were added to your EBT card and transactions that have been made using your EBT card.
You can also:
- Check your SNAP account balance at food stores
- Check your cash account balance at ATMs where EBT cards are accepted
If you call the EBT Customer Service line, you can:
- Use the automated menu to hear your last ten transactions;
- Use the automated menu or speak with a customer service representative to request a printed two-month statement of your account history; or
- Speak with a customer service representative to review your entire transaction history
Online
Get the last 6 months of your EBT card account history online.
The ebtEDGE mobile app can be downloaded for free on your mobile device through the Google Play Store or Apple App Store.
By Phone
- Agency: New York State Office of Temporary and Disability Assistance
- Division: Electronic Benefit Transfer (EBT) Customer Service
- Phone Number: (888) 328-6399
- Business Hours: 24 hours, 7 days a week
- Staff is available at all times through the automated phone system.
You can get assistance online or by phone with:
- Replacing a Medicaid card that is lost, stolen, or defective
- Correcting and replacing Medicaid cards issued with incorrect information
Online
By Phone
- Agency: Human Resources Administration
- Division: Medicaid Helpline
- Phone Number: (888) 692-6116
- Business Hours: Monday - Friday: 8 AM - 5 PM
- Automated Assistance is available in English and Spanish 24 hours, 7 days a week. Staff is available through the automated phone system during business hours, except on City Holidays. Most languages are available through a staff person.
What Happens Next
If you make your request online or by phone it will take from 7 to 10 business days for you to get your replacement card. Replacement cards can only be mailed to the address on record.
You can get assistance with:
- Changing the PIN number for your EBT card
- Resetting the PIN number for your frozen EBT card
You will be asked to provide certain information for security purposes.
By Phone
- Agency: New York State Office of Temporary and Disability Assistance
- Division: Electronic Benefit Transfer (EBT) Customer Service
- Phone Number: (888) 328-6399
- Business Hours: 24 hours, 7 days a week
- Staff is available at all times through the automated phone system.
In Person
You can change or reset your PIN number at most Benefits Access Centersand SNAP Centers. Locations are available online.
Visit the HRA Center Locations website.
Initial PIN for New EBT Card
Your EBT card and your initial PIN for the card are mailed separately. You will receive the two mailings within a few days of each other. They are sent separately for security reasons.
If your EBT card is damaged, lost or stolen, you must contact EBT Customer Service to report the issue with your card. EBT Customer Service will deactivate your card so that no one else can use it.
You should immediately contact EBT Customer Service if you suspect or know:
- That your card or card number has been stolen;
- That someone not authorized by you has gained access to your PIN;
- That someone has gained information about your identity that may result in your benefits being stolen; or
- That you lost your card
Only by first contacting EBT Customer Service to deactivate your card can you protect yourself against potential benefit theft or fraud.
You can report the issue with your card online or by phone.
Online
The ebtEDGE mobile app can be downloaded for free on your mobile device through the Google Play Storeor Apple App Store.
By Phone
- Agency: New York State Office of Temporary and Disability Assistance
- Division: Electronic Benefit Transfer (EBT) Customer Service
- Phone Number: (888) 328-6399
- Business Hours: 24 hours, 7 days a week
- Staff is available at all times through the automated phone system.
