How to Replace an Ohio EBT Card and Change Your PIN

If you use an Ohio Direction Card (Ohio’s EBT card for SNAP food benefits and cash assistance), losing your card or needing to change your PIN can feel stressful. The good news is that replacement cards and PIN changes are usually straightforward once you know which official numbers to call and what to expect.

This guide from HowToGetAssistance.org explains the typical process to:

• Report a lost or stolen Ohio EBT card
• Request a replacement Ohio Direction Card
• Change or reset your EBT PIN
• Protect your benefits and avoid scams

HowToGetAssistance.org is not a government agency, not an application portal, and not an official EBT site. This article is for general guidance only and is meant to help you work more confidently with Ohio’s official EBT systems and offices.

Understanding the Ohio Direction Card (EBT)

An EBT card (Electronic Benefit Transfer card) works like a plastic debit card. In Ohio, it is called the Ohio Direction Card and is typically used for:

• SNAP (food assistance) benefits
• Cash assistance (such as Ohio Works First), if you receive it on the card

Each month, your approved benefits are loaded onto your card. You use your 4‑digit PIN (Personal Identification Number) to spend those benefits at authorized stores or ATMs (for cash benefits).

Because your card and PIN give access to your benefits, you should:

• Report a lost/stolen card right away
• Change your PIN if you think anyone else knows it

When You Should Replace Your Ohio EBT Card

You may need a replacement Ohio Direction Card if:

• Your card is lost
• Your card is stolen
• Your card is damaged (cracked, bent, unreadable, or won’t swipe)
• Your name has changed and you need a new card printed
• Your card stops working at stores or ATMs, and troubleshooting hasn’t helped

In almost all of these situations, the first step is to call the official Ohio EBT customer service line to report the problem and request a replacement.

How to Report a Lost or Stolen Ohio EBT Card

If your Ohio Direction Card is lost or stolen, it’s important to move quickly so benefits are not used by someone else.

Step 1: Call the Official EBT Customer Service Number

Use the Ohio Direction Card customer service number listed:

• On the back of your card (if you still have access to the card information)
• In any official mail you received about your benefits
• On official Ohio benefits or EBT information materials

If you do not have those handy, you can:

• Contact your county Department of Job and Family Services (JFS) and ask for the official EBT hotline number.
• Dial 2‑1‑1 in many areas to get help locating the correct state EBT customer service contact.

When you call, follow the automated prompts for “lost or stolen card” or wait to speak with a representative.

Step 2: Verify Your Identity

To protect your account, the representative will usually ask for information such as:

• Your full name
• Your date of birth
• Your EBT card number, if you know it
• Your Social Security number (or last 4 digits)
• Your mailing address
• Possibly your case number or county information

Answer as accurately as you can. This helps the system confirm it is your account before making changes.

Step 3: Ask to Block the Old Card and Issue a Replacement

Be clear that your card is lost or stolen and request that it be:

1. Cancelled or deactivated, and
2. Replaced with a new Ohio Direction Card

Once the card is deactivated, no one should be able to use it. Any unauthorized transactions that happened before you reported may not be replaceable, so calling quickly is important.

How Long It Usually Takes to Get a Replacement Card

In most cases, replacement Ohio Direction Cards are mailed to your address on file.

Typical timelines can be:

• Standard replacement: Often arrives within about 7–10 business days after you report it, depending on mailing times.
• Expedited situations: Some counties or situations may allow for faster replacement or pickup in person at a local office, but this varies.

If you change addresses or recently moved, make sure to:

• Tell the EBT customer service representative your current mailing address, and
• Confirm your address is updated with your county JFS office, since benefits and replacement cards are usually mailed to the address on your case.

📝 Tip: Before ending the call, ask the representative:

• “When should I expect my new card to arrive?”
• “What should I do if it doesn’t come by that time?”

Summary: Lost vs. Damaged Card – Who to Contact

You can use this simple reference to see your next steps:

Processes can vary slightly by county or based on your specific case, so always follow instructions from the official office or hotline that manages your benefits.

How to Change or Reset Your Ohio EBT PIN

You’ll need a 4‑digit PIN to use your Ohio Direction Card. If you:

• Forgot your PIN
• Think someone else might know your PIN
• Just want to change it for security

you can reset or change your PIN through official channels.

Option 1: Change Your PIN by Phone

1. Call the official Ohio EBT customer service number.
   Use the number on the back of your card or as provided by your county JFS or official state EBT website.

2. Choose the PIN change option.
   Automated menus often have a choice like “Select or change your PIN.”

3. Verify your identity.
   You may need to enter:

   • Your 16‑digit EBT card number
   • The last 4 digits of your Social Security number
   • Your date of birth

4. Enter your new PIN.
   You’ll usually be asked to:

   • Enter a 4‑digit number
   • Then re‑enter it to confirm

5. Wait for confirmation.
   The system should tell you that your PIN has been successfully changed. In many cases, you can use your new PIN right away, but some systems suggest waiting a short period before using it at a store or ATM.

Option 2: Change Your PIN Online (If Available)

Some states allow online PIN changes through an official EBT cardholder portal. Availability and details can change over time.

To see if this is an option in Ohio:

• Visit the official Ohio Direction Card or Ohio benefits website (not a third‑party site).
• Look for “cardholder login,” “EBT account,” or “manage PIN.”
• If an online service exists, follow the portal’s instructions to register or sign in, then change your PIN through your account.

If you are unsure whether a website is official, it is safer to:

• Call the EBT customer service hotline and ask,
• Or reach out to your county Department of Job and Family Services for the correct web address.

Option 3: Get Help In Person

If you have trouble using the phone system or do not feel comfortable changing your PIN on your own, you can:

• Visit your local county JFS office
• Ask to speak with someone about changing your EBT PIN

Staff cannot see your PIN, but they may help you:

• Use a secure PIN device
• Call the EBT hotline from the office and follow the steps with assistance
• Confirm your card is active and working

Choosing a Safe EBT PIN

Your PIN is your main protection against unauthorized use. For security:

• Do not use 1234, 0000, or other very simple patterns.
• Avoid birthdays, anniversaries, or parts of your Social Security number.
• Choose a number that is easy for you to remember but hard for others to guess.
• Never share your PIN with:
  • Friends or family
  • Store workers
  • Anyone who calls, texts, or messages you

If you ever think someone else may know your PIN, change it right away using the phone system or other official method.

What to Expect While Waiting for a Replacement Card

While your new Ohio Direction Card is on the way:

• Your benefits remain in your account.
  Replacing the card typically does not cancel your SNAP or cash benefits—only the physical card is replaced.

• You may not be able to access benefits until you receive and activate the new card (depending on the system and whether you had any other active card).

• When the new card arrives, instructions will usually explain how to:

  • Activate the card, and
  • Set or confirm your PIN

If your replacement card seems delayed:

1. Check your mail carefully for any envelope that might contain the card (it may not be clearly labeled).
2. Call the EBT customer service line and ask:
   • When the card was mailed
   • Whether it was returned as undeliverable
3. Contact your county JFS office to confirm that they have your correct address and that your case is active.

Common Issues and How to Handle Them

1. Card Saying “Not Active” or “Invalid”

If your card is rejected at the store or ATM with messages like “not active” or “invalid card”:

• Call the EBT customer service hotline listed for your card.
• Ask if:
  • Your card is active
  • There is a newer card that replaced the one you are trying to use
  • There are any holds on your account

You may need to activate a newly issued card or request another replacement if the card was damaged.

2. Benefits Missing or Lower Than Expected

If you notice:

• Less money on your card than expected, or
• Transactions you don’t recognize

Contact Ohio EBT customer service immediately. Ask for:

• A transaction history review, and
• Information on disputing unauthorized charges, if that process is available

Be aware that not all unauthorized EBT transactions can be reversed, but reporting issues quickly is important.

3. Multiple Replacement Requests

In some situations, requesting frequent replacement cards can trigger extra review or delays. If your card keeps getting lost or damaged:

• Ask your county JFS office if there are any limits or extra steps for frequent replacements.
• Consider keeping your EBT card:
  • In a protective sleeve or wallet
  • In a consistent safe place at home

Documents and Information to Have Ready

You usually don’t need a lot of paperwork just to replace an EBT card or change your PIN, but having the following can make the process smoother:

• Your 16‑digit Ohio Direction Card number, if available
• Your case number (from approval letters or notices)
• Your Social Security number (or last 4 digits)
• Your date of birth
• Your current address
• A phone number where the agency can reach you

If you visit a county JFS office, they may also ask for:

• A photo ID, such as a driver’s license or state ID, to verify your identity

If you do not have an ID, you can still explain your situation, and staff can tell you what alternatives may be accepted in your county.

How to Make Sure You Are Using Official Channels

Because EBT benefits are financial, scams do exist. Use these tips to protect yourself:

• Use only official phone numbers.

  • Get the EBT customer service number from:
    • The back of your actual Ohio Direction Card
    • Official letters from your county JFS
    • The official Ohio benefits or state website
    • Your county JFS office directly

• Be cautious with search results and ads.
  Some websites may look official but are not. If you’re unsure:

  • Call your county Department of Job and Family Services and ask for the correct state EBT hotline or website address.

• Never pay a fee to:

  • Replace your EBT card
  • Change your PIN
  • Check your EBT balance

  Official EBT customer service does not charge these fees.

• Do not share your full card number and PIN together over text, email, or social media.
  EBT staff may ask for your card number over a secure phone system, but they do not need your PIN to help you.

If something feels suspicious, hang up and call back using a number you trust, such as the one printed on your card or in official mail from the county.

If You Still Have Questions or Problems

If you tried calling the EBT customer service line and still need help:

• Contact your local county Department of Job and Family Services (JFS) and explain:
  • That you need a replacement Ohio Direction Card, or
  • That you need help changing or resetting your PIN

You can also:

• Ask whether you can visit in person for assistance.
• Request language help or accommodations if you have a disability and need support using the phone or written materials.

If you are unsure which county office serves you, you can:

• Look up the name of your county and search for the “[County Name] Department of Job and Family Services,” or
• Call 2‑1‑1 (where available) and ask for help finding your local JFS office.

By using the official Ohio EBT customer service hotline and your county JFS office, you can usually:

• Report a lost or stolen Ohio EBT card
• Request a replacement Ohio Direction Card
• Change or reset your PIN
• Protect your benefits from misuse

HowToGetAssistance.org cannot access your case or make changes to your card, but you can use this guide as a checklist while you work directly with the state and county offices that manage your Ohio EBT benefits.