How to Replace a Hawaii EBT Card and Change Your PIN

If you use Hawaii EBT (Electronic Benefit Transfer) for SNAP food benefits or cash assistance, losing your card or forgetting your PIN can be stressful. This guide explains how replacement and PIN changes usually work in Hawaii and how to move forward through official state channels.

HowToGetAssistance.org is not a government agency, caseworker, or application site. This article is for information only and is meant to help you understand what to expect and who to contact.

Understanding Your Hawaii EBT Card

A Hawaii EBT card works like a debit card for:

• SNAP (Supplemental Nutrition Assistance Program, formerly food stamps)
• Cash assistance programs (such as TANF) if you are enrolled

Your EBT card is linked to your benefits account. If the card is lost, stolen, or damaged, your benefits usually stay in your account, but you will need a new card or new PIN to access them.

When You Should Replace Your Hawaii EBT Card

You may need a replacement card if your current card is:

• Lost
• Stolen
• Damaged (cracked, unreadable, won’t swipe, chip or magnetic stripe worn out)
• Not received (for example, the first card or a replacement never arrived in the mail)

If you think someone might know your PIN or is using your card without permission, treat it like a lost or stolen card and act quickly.

First Step: Immediately Protect Your Benefits

If your card is lost or stolen, the most important step is to report it as soon as possible to stop unauthorized use.

In Hawaii, this is usually done by:

• Calling the official EBT customer service number listed:
  • On the back of your EBT card (if you still have it)
  • On your original approval paperwork
  • On the official Hawaii EBT or Department of Human Services (DHS) website
  • By asking your local DHS benefits office or calling a state information line (such as 211) for the EBT number

When you call:

1. Follow the automated prompts for lost, stolen, or damaged card.
2. You will likely be asked for:
   • Your EBT card number (if you know it)
   • Your Social Security number (or last 4 digits)
   • Your date of birth
   • Possibly a mailing address or other identifying information
3. The system or representative will usually:
   • Deactivate your current EBT card to stop further use
   • Start the process for a replacement card

⚠️ Important: Benefits used before you report the card missing may not be replaced. Reporting quickly can limit any loss.

How to Request a Replacement Hawaii EBT Card

1. Request by Phone (Most Common)

Most people in Hawaii request a replacement card through the EBT customer service hotline.

You can typically:

• Use the automated system to report the card lost/stolen/damaged
• Speak to a live representative if you need help or have trouble entering information

Be prepared to confirm:

• Your name (as it appears on the case)
• Date of birth
• Address on file
• Possibly a case number or Social Security number

The representative will usually:

• Confirm your mailing address
• Tell you when to expect the new card
• Explain how to set or reset your PIN if needed

2. Request Through Your Local DHS Office

In some situations, you may be able to get help with a replacement through your local Hawaii Department of Human Services benefits office, especially if:

• You cannot verify your identity over the phone
• Your mailing address is not secure or is changing
• You have additional case issues along with the lost card

Typical steps:

1. Locate your local DHS office (you can usually find this on state benefit paperwork or through an official state directory).
2. Call ahead to ask:
   • Whether you need an appointment
   • What documents to bring
3. Visit the office with photo ID and any case documents you have.

Policies can vary, so the office can explain whether they handle card replacement directly or direct you back to the EBT hotline for final processing.

How Long Does a Replacement Hawaii EBT Card Take?

Timeframes can differ, but many Hawaii EBT users can expect:

• Mail delivery: Typically within 5–10 business days after the request is processed (actual time can vary by location, mail delays, and state procedures).
• PIN setup: Often done by phone once you receive the card, or sometimes during the same call when you request the card.

Some states or areas may offer expedited card options in emergencies or allow pickup at certain offices, but this is not guaranteed. Ask the EBT hotline or your local DHS office what is available in your area.

Typical Information You May Need for a Replacement

Having information ready can make the process smoother:

• Full legal name on the case
• Date of birth
• Mailing address where you receive EBT mail
• Last 4 digits of your Social Security number (if you have one)
• EBT card number (if you wrote it down or still have the card)
• Case number (from approval or recertification letters), if available

If you do not have some of this information, the representative may use other identity questions. If they cannot verify you by phone, they may direct you to your local office with ID.

Changing or Resetting Your Hawaii EBT PIN

Your PIN (Personal Identification Number) is the 4-digit code you use to access your benefits. You should change your Hawaii EBT PIN if:

• You think someone else might know it
• Your card was lost or stolen
• You forgot your PIN
• The system prompts you to reset it

Ways to Change or Reset Your PIN

Hawaii typically allows PIN changes through:

1. EBT Customer Service Phone Line

   • Use the phone number from:
     • The back of your EBT card
     • Official Hawaii EBT or DHS documents
   • Follow prompts for PIN change or PIN reset
   • You may need:
     • Your EBT card number
     • Date of birth
     • Sometimes last 4 of SSN or other identifying info
   • You will choose a new 4-digit PIN during the call

2. Official EBT Website or Portal (If Available)

   • Some states have an online EBT account system where you can:
     • Check your balance
     • View transactions
     • Change your PIN
   • To confirm whether Hawaii has this option and where to access it:
     • Check your benefit approval letter
     • Ask DHS or the EBT hotline
   • Be sure you are on an official state site (more on that below).

3. At a Local Office (In Limited Situations)

   • Some people who have trouble changing the PIN by phone or online may get help at a local DHS office.
   • Staff may assist you in calling the hotline or using a secure device there, but your PIN should only be known to you, not to staff.

Choosing a Safe Hawaii EBT PIN

When changing your PIN, consider:

• Choose a PIN that is:
  • Easy for you to remember
  • Hard for others to guess
• Avoid:
  • Birthdates, anniversaries, or repeating numbers (1111, 1234)
  • Writing your PIN on the card or keeping it in the same wallet

If you enter the wrong PIN several times, the system may temporarily lock or block transactions. If that happens, call the EBT hotline for instructions.

What If You Forgot Your Current PIN?

If you don’t remember your PIN:

1. Call the Hawaii EBT customer service number.
2. Follow prompts to reset your PIN.
3. You will be asked to verify your identity with information such as:
   • Your card number
   • Your date of birth
   • Possibly your Social Security number or other details
4. You will then choose a new PIN.

You typically do not need to know your old PIN to set a new one, as long as your identity can be verified.

Replacement vs. PIN Change: What’s the Difference?

Here is a simple comparison to help you decide what you need:

What Happens to Your Benefits While You Wait?

When your old card is deactivated:

• Benefits themselves usually remain in your account.
• You generally cannot spend benefits until:
  • The new card arrives, and
  • You have activated it and set a PIN.

If you have an urgent need for food while waiting:

• Ask your local DHS office or call 211 to ask about:
  • Food pantries
  • Community meal sites
  • Nonprofit or faith-based organizations that can help
• These are separate from EBT and may have their own eligibility rules.

Common Issues and How to Avoid Delays

People sometimes face delays or problems when trying to replace their Hawaii EBT card or change their PIN. Common issues include:

• Wrong or outdated mailing address

  • If you moved recently and did not update your address, the card may be mailed to the wrong place.
  • Solution: Contact your local DHS office to update your address officially; then confirm with the EBT hotline where the replacement will be sent.

• Unable to pass identity verification on the phone

  • If you can’t remember details from your case, the system may not allow changes.
  • Solution: Gather your case letters, ID, and any case number before calling; if needed, visit your local office with ID.

• Calling unofficial phone numbers

  • Some websites list unofficial numbers that may charge fees or try to get personal data.
  • Solution: Always get phone numbers from official state letters, the back of your card, or a known state or DHS directory.

How to Verify You Are Using Official Channels

To protect yourself and your benefits, it’s important to be sure you are working with legitimate government resources:

• Check that:

  • Phone numbers match those on your EBT card or official DHS mail.
  • Websites have clear references to Hawaii government or DHS, and not just ads or pop-ups.
  • Staff identify themselves as working for Hawaii DHS, Human Services, or EBT customer service, not a generic third-party.

• Be cautious if:

  • Someone asks for your full PIN (official lines never need your full PIN from you).
  • You are asked to pay a fee for EBT help or balance checks.
  • A caller claims you must give bank account information to keep EBT.

If you are unsure, you can:

• Call your local DHS office using a number from:
  • State directories
  • Printed state materials
• Or dial 211 to ask how to reach the official Hawaii SNAP or EBT office.

If You Suspect Fraud or Unauthorized Use

If you see charges or withdrawals on your EBT account that you do not recognize:

1. Call the EBT customer service number immediately to:
   • Report a lost or stolen card (if you still have it, ask to have it replaced anyway)
   • Request a new PIN
2. Ask about:
   • How to dispute unauthorized transactions
   • Whether any fraud report or written statement is needed
3. In some cases, you may also:
   • Be referred to a DHS fraud investigation unit
   • Be asked to contact local law enforcement

Policies about replacing benefits after fraud can be strict and may vary. The official EBT hotline or DHS office will explain what is possible in Hawaii.

If You Do Not Qualify for EBT or Need Extra Help

Replacing a card or changing a PIN is for people who already have an active Hawaii EBT account. If:

• Your EBT case is closed, or
• You do not currently receive SNAP or cash benefits

You typically cannot use the EBT system until you apply or reapply through official DHS channels.

If you are not eligible or are waiting for a decision, you can ask about:

• Food pantries and community food distributions
• Local charities or faith-based programs
• 211 (in many areas) for referrals to food, housing, and financial assistance programs

These resources are separate from EBT and may have different rules and processes.

By using the official Hawaii EBT customer service line and your local Department of Human Services office as needed, you can usually replace a lost or damaged card and reset your PIN. Keeping your card and PIN secure, updating your mailing address, and acting quickly if something goes wrong can help protect your benefits and reduce stress.