How to Replace a Virginia EBT Card and Change Your PIN

If you use an EBT card in Virginia for SNAP (food assistance) or other benefits, losing your card or needing to change your PIN can be stressful. This guide walks you through how to replace a Virginia EBT card and how to change your PIN, and what to expect at each step.

HowToGetAssistance.org is not a government agency, EBT provider, or application website. This article explains the typical process and points you toward the official channels you will need to use.

Understanding Your Virginia EBT Card

A Virginia EBT card (Electronic Benefit Transfer card) works like a debit card. Benefits such as:

• SNAP (Supplemental Nutrition Assistance Program)
• Sometimes TANF (Temporary Assistance for Needy Families) or other cash benefits

are loaded onto your card each month, and you use it with a 4‑digit PIN to buy groceries or withdraw certain cash benefits where allowed.

Because the card gives access to your benefits, keeping it safe and knowing how to replace it or change your PIN quickly is important.

When You Should Replace Your Virginia EBT Card

You should request a replacement Virginia EBT card as soon as possible if:

• Your card is lost
• Your card is stolen
• Your card is damaged and no longer reads or swipes
• Your card never arrived in the mail after you were approved or after requesting a new one

In most cases, Virginia uses a statewide EBT customer service number and an online benefits portal where you can manage your card. Exact options can change, so always double-check with:

• The official Virginia EBT customer service line
• Your local Department of Social Services (DSS) office
• The official Virginia benefits website or portal

Step-by-Step: How to Replace a Virginia EBT Card

1. Call the Official Virginia EBT Customer Service Number

The fastest way to protect your benefits is usually to call the number on the back of your EBT card (if you still have it), or look up the Virginia EBT customer service number through:

• The Virginia Department of Social Services (VDSS) website
• Notices or letters you received when you were approved
• Your local DSS office

When you call:

• Follow the automated prompts for “lost or stolen card” or “replacement card.”
• You will typically need to enter:
  • Your EBT card number (if available)
  • Or other identifying details such as:
    • Name
    • Date of birth
    • Last 4 digits of your Social Security number (if you provided one to the agency)
    • Mailing address on file

If your card was lost or stolen, the system usually:

1. Cancels the old card so no one else can use it
2. Orders a new card mailed to your address on file
3. May ask you to set a new PIN during the call or after the new card arrives

2. Confirm or Update Your Mailing Address

Your replacement card is usually mailed. To avoid delays:

• Make sure the mailing address on file with your case is correct.
• If you recently moved, ask:
  • Whether you need to update your address with your local DSS office first, or
  • Whether the EBT customer service line can update it for you.

If an address change is required through DSS, you might need to:

• Call your local DSS office, or
• Use the official Virginia benefits portal to update your contact information.

3. Wait for the New Card to Arrive

Most replacement cards are mailed and typically arrive within 5–10 business days, although timing can vary due to:

• Mail delays
• Weekends/holidays
• Local processing times

If it has been longer than the usual timeframe, call EBT customer service or your local DSS office to see if:

• The card was returned to sender
• There is an address mismatch
• Another issue is delaying the card

How to Change Your Virginia EBT PIN

You can usually change your EBT PIN at any time, even if your card is not lost. This is helpful if:

• You forgot your PIN
• You think someone else may know your PIN
• You want to update it regularly for safety

Common Ways to Change an EBT PIN in Virginia

Depending on how Virginia is currently handling EBT cards, typical options include:

1. By phone through the EBT customer service line
2. Online through the official Virginia EBT or benefits portal (if available)
3. At a local DSS office kiosk or assistance desk (in some areas)

Always check the instructions on:

• The back of your EBT card
• Your approval notice
• The Virginia Department of Social Services website
• Notices from your local DSS office

Changing Your PIN by Phone

The phone method is the most common. To change your PIN by phone:

1. Call the Virginia EBT customer service number.
2. Choose the menu option for “PIN change” or “select or reset PIN.”
3. Verify your identity. You may be asked for:
   • Your EBT card number
   • The last 4 digits of your Social Security number (if on file)
   • Your date of birth
4. Enter your new 4‑digit PIN using the keypad.
5. Re-enter the same PIN to confirm.

Your new PIN is usually active immediately, but some systems may say it will work within a few minutes.

Tips for Choosing a Secure PIN

To help protect your Virginia EBT benefits:

• Avoid using:
  • 0000, 1111, 1234, 9999
  • Your birth year or address number
  • Easy-to-guess patterns
• Choose numbers that are:
  • Easy for you to remember
  • Hard for others to guess
• Do not share your PIN with:
  • Friends
  • Roommates
  • Store employees
  • Anyone claiming to be from “the EBT office” who calls or messages you unexpectedly

If you suspect someone else knows your PIN, change it right away and consider reporting any suspicious or unauthorized transactions to the EBT customer service line.

Quick Comparison: Replacing a Card vs. Changing a PIN

What to Have Ready When You Call or Visit

When you contact the Virginia EBT customer service line or your local DSS office about your card or PIN, it helps to have:

• Your EBT card number (if you still have the card)
• Your full name as it appears on your benefits case
• Your date of birth
• The mailing address on your case
• The last 4 digits of your Social Security number (if you provided one)
• Any case number or client ID you received from DSS

If you don’t have all of these, the agent may still help you by asking other questions to verify your identity.

What Happens to Your Benefits if Your Card Is Lost or Stolen

In many cases:

• Your remaining benefits stay in your account once the old card is cancelled.
• Those benefits can be used with your new EBT card and PIN when it arrives.

However:

• Benefits used before you reported the card lost or stolen are often not replaced, especially if the system shows they were used with your valid PIN.
• If you think there has been fraud or unauthorized use, you can:
  • Call the EBT customer service line to report it
  • Ask if there is a dispute or claim process

Rules on replacing benefits can be strict and may change, so rely on official guidance from the state or local office.

Common Issues and How to Handle Them

1. Card Never Arrived in the Mail

If your first EBT card or a replacement card never shows up:

• Confirm your mailing address with:
  • Your local DSS office, or
  • The EBT customer service line, if allowed
• Ask whether:
  • The card was mailed, and when
  • The card was returned due to an incorrect address
• Follow their instructions to:
  • Update your address, and
  • Request a new card be mailed again

2. PIN Not Working

If your PIN stops working:

• Make sure you are:
  • Entering the correct 4 digits
  • Using the correct card if you have more than one
• If you try the wrong PIN too many times, the card may be temporarily locked.
• Call the EBT customer service number to:
  • Reset your PIN
  • Confirm whether your card is active and in good standing

3. Name or Address Change

If your name or address has changed:

• Usually, you must update this through your local Department of Social Services, not through the EBT line alone.
• Contact:
  • Your local DSS office by phone or in person, or
  • Use the official Virginia benefits portal, if you have an online account.

Once your information is updated, future replacement cards should use the correct name and address.

Where to Go for Official Help in Virginia

Because websites, phone numbers, and procedures can change, it’s safest to verify you’re using official Virginia resources. Helpful starting points include:

• Your local Department of Social Services (DSS) office
  • You can usually find it by searching for your city or county name + “Department of Social Services Virginia.”
• The Virginia Department of Social Services (VDSS)
  • This state agency oversees SNAP and other benefit programs.
• The Virginia EBT customer service number
  • Check your EBT card, official letters, or the VDSS website for the current number.
• 211 (by dialing 2-1-1)
  • A general information and referral line that can help you find the correct local benefit office and official contacts.

When you find contact information online, double-check that:

• The site clearly belongs to a Virginia state agency or official benefits portal.
• The web address and phone numbers match those listed on your official letters or mailed notices.

How to Avoid EBT-Related Scams

People with EBT cards are sometimes targeted by scams. To help protect yourself:

• Do not share your PIN with anyone, including:
  • People claiming to be “from EBT” who call, text, or message you first
  • Store workers or strangers offering “help”
• Do not enter your EBT card number or PIN on:
  • Unofficial websites
  • Links sent by text, email, or social media
• Only use:
  • The official state EBT phone number
  • The official Virginia benefits portal
  • Your local DSS office

If you think you gave your information to a scammer:

1. Change your PIN immediately through the EBT customer service line.
2. Ask if you should cancel the card and order a replacement.
3. Report the scam to:
   • The EBT customer service line
   • Your local DSS office

By contacting the official Virginia EBT customer service line and, when needed, your local Department of Social Services office, you can replace a lost, stolen, or damaged EBT card and change your PIN to keep your benefits secure.