How to Replace an Illinois EBT Card and Change Your PIN

If you use an Illinois EBT card (often called the Illinois Link card) for SNAP or cash benefits, losing your card or needing to change your PIN can be stressful. This guide walks through how the process typically works in Illinois, what to expect, and how to stay safe while you wait for a replacement.

HowToGetAssistance.org is not a government agency and cannot issue cards, change PINs, or look up your case. This article is meant to help you understand the usual steps so you can contact the official Illinois offices and systems that handle EBT.

Understanding the Illinois EBT / Link Card

In Illinois, benefits like SNAP (food stamps) and certain cash assistance are loaded onto a plastic card called the Illinois Link card. It works much like a debit card at authorized stores and ATMs.

You typically use your card by:

• Swiping or inserting it at the store terminal
• Entering a four-digit Personal Identification Number (PIN) to approve the purchase

If your card is lost, stolen, damaged, or your PIN is compromised, you must go through the official Illinois Link system to fix it. Acting quickly can help protect your benefits from unauthorized use.

Step 1: Immediately Report a Lost, Stolen, or Damaged Illinois EBT Card

Why reporting right away matters

Once someone has your card and knows (or can guess) your PIN, they can use your benefits. In many cases, benefits spent before you report the problem are not replaced, so timing is critical.

How to report a problem with your card

You generally have three main options to report a lost, stolen, or damaged Illinois EBT card:

1. Call the Illinois Link customer service number
2. Use the official Illinois Link online card portal (if available to you)
3. Contact your local Illinois Department of Human Services (IDHS) office

Because phone is usually the fastest, most people start with the official Illinois Link hotline printed on the back of the card. If you no longer have the card, you can find the number on official Illinois benefits paperwork or by searching for “Illinois Link card customer service” on a government (.gov) website.

When you call, be prepared to:

• Verify your name and date of birth
• Provide your Illinois Link card number, if you have it written down
• Provide your Social Security number or case number, as requested
• Answer identity-verification questions (address, phone, etc.)

The automated system or a representative will usually:

• Deactivate your old card so it cannot be used
• Order a new card to be mailed to your address on file

If your mailing address changed, ask how to update it. In many situations, this must be done through your local IDHS office or the official benefits portal before a new card is mailed.

Step 2: Requesting a Replacement Illinois EBT Card

Once you report your card as lost, stolen, or damaged, the next step is getting a replacement.

Typical ways to request a replacement

You can usually request a new card:

• By phone: Through the Illinois Link customer service line
• Online: Through the official Illinois Link card website or state benefits portal, if you have an account
• In person: At your local IDHS office, in some situations

The method you use may depend on:

• Whether you already reported your card as lost or stolen
• Whether you need to update your address
• How comfortable you are with phone or online systems

What information you may need

When you request a replacement card, you may be asked to provide:

• Full legal name
• Date of birth
• Social Security number (if you have one on file)
• Case number (if known)
• Current mailing address
• Phone number

If your personal information or address has changed, you may need to verify identity with additional questions or documents through your local IDHS office before they can send a card to a new address.

Step 3: How Long It Usually Takes to Get a New Illinois EBT Card

Processing times can vary, but in many cases:

• A replacement Illinois Link card is mailed within a few business days after your request is approved.
• Mail delivery can add additional days depending on your location and postal service speed.

If you do not receive your card within the time frame you were told on the phone or by your local office, you can:

• Call the Illinois Link hotline to check the status
• Contact your local IDHS office to ask whether your card was issued and mailed

If mail is unreliable where you live, your local office may provide guidance on address updates or other options. Some people choose to use a more stable mailing address as allowed by program rules; this is something to discuss directly with the official agency.

Step 4: Choosing or Changing Your Illinois EBT PIN

Your PIN (Personal Identification Number) is the four-digit code you use with your Illinois Link card. You will need a PIN to use the card for purchases or ATM withdrawals.

You may need to set or change your PIN if:

• You get a new or replacement card
• You forget your current PIN
• You think someone else knows or guessed your PIN
• You simply want a more secure number

How to set or change your PIN

Illinois typically allows you to manage your PIN in these ways:

• By phone

  • Call the Illinois Link customer service line
  • Follow the prompts to set or change PIN
  • You may be asked for:
    • Your card number
    • The last four digits of your Social Security number (or other identifying info)
    • Your date of birth
  • You will then choose a new 4‑digit PIN

• Online (if available)

  • Log in to the official Illinois Link portal or the state benefits website
  • Look for options like “Set PIN” or “Change PIN”
  • Enter your card info and follow the steps to select a new PIN

• At a local office (in some cases)

  • If you are having trouble by phone or online, your local IDHS office may help you call the hotline or use an in-office phone or kiosk

Tips for a strong, safe PIN

To protect your benefits:

• Avoid easy-to-guess numbers like 0000, 1234, 1111
• Avoid using birthdays, addresses, or repeating patterns
• Do not write your PIN on your card or keep it in your wallet
• Do not share your PIN with friends, relatives, or store employees

If you think anyone may know your PIN, change it immediately through the official customer service system.

Replacement vs. PIN Change: What’s Different?

Here is a quick comparison of replacing an Illinois EBT card versus changing your PIN:

What Documents or Information Should You Have Ready?

You typically do not need to upload a large set of documents just to replace a card or change a PIN, but you should be ready to verify your identity.

Commonly requested information includes:

• Full name
• Date of birth
• Mailing address on file
• Social Security number (if used in your case record)
• Illinois Link card number (if you still have it written anywhere)
• Case number or client ID, if you know it

If your address or name has changed, you may be asked to provide proof to the local IDHS office such as:

• Photo ID
• Proof of address (lease, utility bill, or official mail)
• Legal name change documents, if applicable

The exact requirements can vary, so it’s best to call your local office or the main hotline for instructions.

What Happens After You Request a Replacement Card?

Once you’ve reported the card issue and requested a replacement, you can generally expect this sequence:

1. Old card deactivated

   • The customer service system marks your current card as inactive, so anyone holding it cannot use it (in most cases, this is immediate).

2. New card created and mailed

   • A new Illinois Link card is printed and sent to the mailing address in your case file.

3. You receive the new card in the mail

   • The envelope usually lists “Illinois Link” or something similar and may not openly show it is an EBT card for privacy.

4. You activate the card and set your PIN

   • You typically call the card activation number or use the portal.
   • You’ll follow prompts to enter the card number and create your PIN.

5. Card becomes usable

   • Once activated and PIN is set, you can use the card at stores or ATMs that accept Illinois Link.

If anything in this process does not happen as expected, contact:

• The Illinois Link customer service line
• Your local IDHS office

They can explain what is happening with your specific case.

Common Issues and Delays

Some people run into problems while trying to replace a card or change a PIN. These are common situations and what usually causes delays:

• Mailing address is out of date

  • The card is mailed to an old address on file.
  • To fix this, you may need to update your address through your local IDHS office or the official benefits portal, then request another card.

• Identity cannot be verified

  • If information like date of birth or Social Security number does not match what the agency has, staff may need to review your case before issuing a card.

• Multiple replacement requests in a short period

  • Asking for new cards frequently might trigger extra security checks.

• Phone system or portal errors

  • Systems sometimes experience outages or high call volume. Calling back at a different time or visiting a local office may help.

If your benefits are close to running out or you are at risk of going without food, explain your situation to your local IDHS office. While they follow specific policies, they may provide information on any available options or local emergency food resources.

If You Suspect Fraud or Unauthorized Use

If you see charges or withdrawals you did not make, or you think someone is using your card without permission:

1. Call the Illinois Link hotline immediately

   • Report possible fraud or unauthorized transactions.
   • Ask for your card to be deactivated and a new card issued.

2. Change your PIN

   • If the card is still in your possession and only the PIN is compromised, you can change your PIN through the official system.

3. Ask about dispute procedures

   • The representative can explain whether certain transactions can be investigated or disputed, and what steps or forms may be required.

Policies around replacing stolen benefits can be strict, so be prepared that not all benefits can be restored, especially if you delay reporting the issue. Reporting as soon as you notice a problem gives you the best chance of protecting what remains.

How to Make Sure You Are Using Official Illinois Channels

Because EBT cards involve money and personal information, scammers sometimes try to trick cardholders.

Here are ways to help confirm you’re dealing with official Illinois resources:

• Look for “.gov” websites when searching online for Illinois EBT or Illinois Link information.
• Use phone numbers listed on:
  • The back of your actual Illinois Link card
  • Official letters or notices from the Illinois Department of Human Services
• Be cautious of:
  • Websites asking for your full card number, PIN, and Social Security number without confirming they are an official government site
  • Text messages, emails, or social media posts that ask you to “confirm your benefits” by clicking unknown links
  • Anyone who offers to “help you get extra benefits” if you give them your card and PIN

If unsure, you can:

• Call your local IDHS office directly using a number you look up independently, or
• Dial 211 to ask for help being connected to official state benefit offices (availability of 211 varies by region).

What If You Don’t Qualify for EBT or Need Extra Help While You Wait?

Replacing a card or changing a PIN can take time. If you do not currently have a working card, or you do not qualify for SNAP or cash benefits, there may still be community resources available:

• Food pantries and food banks
• Community centers or faith-based organizations offering meals or grocery support
• Local charities that provide emergency assistance

You can often find these by:

• Calling 211 (where available)
• Asking your local IDHS office for a list of food resources
• Checking information boards at community centers, libraries, or shelters

These community options usually do not replace the benefits system, but they might help bridge the gap while you wait for your Illinois Link card to arrive or while you sort out eligibility questions with official agencies.

By understanding how Illinois Link card replacement and PIN changes typically work, you can move more confidently through the official steps: report the problem quickly, request a new card through the Illinois Link system or local IDHS office, and set a secure PIN as soon as your new card arrives.