How to Replace a West Virginia EBT Card and Change Your PIN

If you use an EBT card in West Virginia for SNAP or other benefits, losing your card or needing a new PIN can be stressful. This guide explains how to replace a West Virginia EBT card and how to change or reset your PIN, and what to expect at each step.

HowToGetAssistance.org is an independent information site, not a government agency and not an application or customer service portal. You cannot replace a card or change your PIN through this website, but this guide can help you understand what to do through official West Virginia channels.

Understanding Your West Virginia EBT Card

In West Virginia, EBT (Electronic Benefit Transfer) cards are typically used for:

• SNAP (food stamps) benefits
• Sometimes other cash or nutrition benefits managed by the West Virginia Department of Human Services (DHS) or a related state agency

Your EBT card works like a debit card at approved stores and ATMs (for cash benefits). To use it, you need:

• The physical card
• Your 4-digit PIN (Personal Identification Number)

If either is lost, stolen, or compromised, you should act quickly to protect your benefits.

When You Should Replace Your West Virginia EBT Card

You should request a replacement EBT card if:

• Your card is lost
• Your card is stolen
• Your card is damaged (cracked, unreadable, bent, or not working at stores/ATMs)
• Your card information was possibly exposed to a scam (for example, you entered your card number and PIN on a suspicious website or gave it to someone you do not trust)

If you suspect fraud (transactions you did not make), report it as soon as possible to the official EBT customer service line and your local West Virginia benefits office.

How to Report a Lost or Stolen West Virginia EBT Card

The first step is almost always to call the official EBT customer service number listed on:

• The back of your existing EBT card (if you still have it)
• Your approval letter
• Notices from the West Virginia Department of Human Services
• The state’s official benefits or EBT website

When you call, you can usually:

1. Report your card lost or stolen
2. Block the card so it can’t be used
3. Request a replacement card
4. Ask about recent transactions, if you think someone else used your benefits

You may also be able to visit or call your local county DHS office if you do not have the EBT phone number, and ask them for the official EBT card services number or help with next steps.

How to Request a Replacement West Virginia EBT Card

Once your card is reported lost, stolen, or damaged, the typical replacement process looks like this:

1. Call the Official EBT Customer Service Line

You will usually need to:

• Confirm your identity (such as name, date of birth, address, or last four digits of your Social Security number)
• Confirm you are the cardholder or an authorized representative
• Explain whether the card is lost, stolen, or damaged

2. Ask for a Replacement Card to Be Mailed

Most West Virginia EBT card replacements are:

• Mailed to the address the state has on file for you
• Sent by regular mail within a certain number of business days (often 5–10, but timing can vary)

The customer service representative may tell you:

• How long it should take
• Which address they will mail it to
• Whether you’ll receive a new PIN mailer or use the same PIN

If your mailing address has changed, you may need to:

• First contact your local county DHS office or the state’s official benefits portal to update your address
• Then request a replacement card after your address has been updated in their system

3. Ask About Emergency Options (If Needed)

If you cannot wait for a card by mail—such as if you have no food at home—ask:

• If there is a way to pick up a card in person at a local office (this may or may not be available, and policies can change)
• Whether there are any expedited options in your area

These options are not always guaranteed, but it’s worth asking your local office directly.

Typical Timeframes and Who to Contact

Here is a simple overview of who to contact and what to expect:

*Timeframes are typical experiences and can vary depending on mail speed, holidays, and office workload.

Will You Have to Pay for a Replacement Card?

Many states:

• Offer at least one free replacement card in a certain period
• May charge a small fee after a certain number of replacements

Policies can change, so the best way to confirm is to:

• Ask the EBT customer service representative during your call
• Check notices or handbooks from the West Virginia Department of Human Services

How to Change or Reset Your West Virginia EBT PIN

You may want to change your EBT PIN if:

• You forgot your current PIN
• You think someone else knows your PIN
• You received a new card and need to set up the PIN
• Your card was part of a scam or skimming incident

Common Ways to Change Your EBT PIN

In West Virginia, you can typically change or set your EBT PIN by:

1. Calling the official EBT phone number
2. Using an automated system if available
3. In some cases, visiting your local DHS office if phone access is a problem

Always check your official approval packet or recent letters for:

• The exact phone number
• Any PIN instructions specific to West Virginia

Step-by-Step: Change Your PIN by Phone

While prompts can vary, the process often looks like this:

1. Call the EBT customer service number

   • This is usually listed on the back of your EBT card or in your benefit paperwork.

2. Follow the automated prompts

   • You may be asked to press a number for PIN changes or card services.

3. Enter your card information

   • Typically your EBT card number
   • Sometimes the last four digits of your Social Security number or other identifying details

4. Choose a new PIN

   • Create a 4-digit number that:
     • Is not easy to guess (avoid “1234,” “1111,” birth year, etc.)
     • You can remember without writing it where others can find it

5. Confirm the PIN

   • You will usually be asked to enter it twice to confirm.

6. Wait for confirmation

   • The system or representative should tell you that your PIN has been successfully changed.

7. Test the card

   • Use your card at a store or ATM (for cash benefits) to ensure it works with the new PIN.

If You Forgot Your Current PIN

If you don’t remember your existing PIN:

• Call the EBT customer service number
• Choose the option for PIN selection or reset
• Be prepared to verify your identity and card information
• You may be able to create a new PIN without needing to know the old one, as long as you pass security checks

If the automated system does not work for you, you can usually ask to speak to a representative.

Protecting Your West Virginia EBT Card and PIN

Keeping your EBT information safe helps prevent lost benefits and fraud claims. Common protections include:

• Never share your PIN with friends, family, or store employees
• Do not write the PIN on the card or keep it in your wallet
• Be cautious of:
  • Websites or messages asking for your card number and PIN
  • Text messages or calls claiming to be from EBT that sound suspicious
• When using an ATM or card reader:
  • Cover the keypad while entering your PIN
  • Look for anything that seems loose or unusual on the card slot

If you notice strange transactions on your EBT account, contact:

1. The official EBT customer service number
2. Your local county DHS office to ask how to report fraud and whether any transactions can be disputed or reviewed

Policies on replacing stolen benefits can vary and may change, so it is important to call as soon as you notice a problem.

What to Do While Waiting for a Replacement Card

If you are waiting for your replacement West Virginia EBT card and do not have access to your benefits, you can consider:

• Calling your local DHS office to:
  • Confirm that your replacement card was ordered
  • Ask if there are any local resources while you wait
• Reaching out to community resources such as:
  • Local food pantries or food banks
  • Community soup kitchens or meal programs
  • 211 (by dialing 2-1-1 from most phones) to ask about food assistance and other local help

These organizations do not replace state benefits but can sometimes provide short-term help.

Common Issues and How to Handle Them

1. Card Never Arrived

If your replacement card does not arrive:

• Wait at least as long as the timeframe the representative gave you
• Then call the EBT customer service line or your local DHS office
• Ask if:
  • The card was mailed
  • It was returned to sender
  • You need to request another card or update your address

2. Card Not Working at the Store

If your new or existing card is declined:

• Check your benefit balance through the official phone system or portal
• Confirm your PIN is correct
• Try a different store or terminal, in case the problem is on the retailer’s side
• If it still doesn’t work, call EBT customer service for help; you may need another replacement if the card is defective.

3. Name or Address Change

If your name or address has changed:

• Contact your local DHS office or use the official West Virginia benefits portal (if available) to update your case information
• Make sure your mailing address is current before ordering a replacement card, to avoid delays or lost mail

How to Make Sure You’re Using Official West Virginia Channels

To avoid scams and delays, verify that you are using official resources:

• Phone numbers:
  • Use the EBT number printed on your card, approval notice, or official DHS letter.
• Websites:
  • Official state sites usually have “.gov” in the web address or are clearly identified as state-run.
• Local offices:
  • Look up your county Department of Human Services through official state directories or by calling 211 for contact information.

If you are ever unsure, you can:

• Call your local county DHS office directly and ask,
  “What is the official number or site I should use for my West Virginia EBT card?”

By following these steps and using only official West Virginia numbers and offices, you can replace a lost or stolen EBT card, change or reset your PIN, and better protect your benefits from misuse.