A request to issue a card and PIN is added to the client maintenance file when an issuance created by IMU5 or FAMIS is sent to eFunds and a card has not been issued according to EBTU. The EBT card and PIN are mailed one business day following transmission of the file to eFunds. The card and PIN are mailed from different locations.
A new card is automatically issued when a card is canceled through the Administrative Terminal using codes:
A card is issued when requested through EBTU when the following cancellation codes are used in the Administrative Terminal:
When replacing a card, ensure the correct address is in the Administrative Terminal. Also, explore with the participant mailing the replacement card to the county office (drop shipment).
When a participant contacts the help desk, the help desk verifies the correct address with the participant. If the address in the system is wrong, the card is cancelled but not reissued, and the participant is instructed to contact their caseworker.
EBT cards with a mailing indicator code entered in EBTU for county office mailing will be drop shipped to county offices, packaged together, along with a manifest. A signature is required for receipt of the cards. PINs for these cards will also be drop shipped on the day after the cards are drop shipped. The PIN mailing will include a standard bulk ship packing slip and will arrive in an envelope addressed to the county office. A signature will be required for receipt of the PINs.
Each county office is responsible for maintaining security procedures for receiving and processing drop shipments. More than one person must be involved. The same person cannot be responsible for processing the cards and PINs.
Use the following procedure for processing drop shipped cards and PINs.
If two participants with the same name receive a card drop shipped, check ebtEDGE to determine which card belongs to which person. Destroy the PIN and instruct the participants to call ebtEDGE Customer Service at 800-997-7777 to select a new PIN.
Contact the participant when an EBT card is delivered to the county office and inform him/her to come to the office with proper identification to pick up the EBT card. After 30 days if card has not been picked up and the client was notified to pick up the card, these cards must be sent to Central Office via mail to Family Support Division, Attn SNAP/EBT Unit, P.O. Box 310, Jefferson City, MO 65102. The PIN should also be mailed in a separate mailing to the same address above.
In some circumstances, the county office address is used for the EU mailing address in FAMIS. If the mailing indicator in EBTU is not coded as county office mailing for drop shipment, and the mailing address is the county office address, the EBT card and PIN are mailed to the county office without a manifest. These cards and PINs must be treated in the same manner as drop shipped cards and PINs, and are sent to Family Support Division, Attn SNAP/EBT Unit, P.O. Box 310, Jefferson City, MO 65102 to be destroyed if not picked up after 30 days.
There may be situations when an EBT card needs to be canceled and reissued. It is very important the participant is aware s/he will be unable to access benefits until s/he receives the new card.
Cancel the card immediately when the participant reports the card is lost or stolen. Discuss when a good time is to cancel the card if it is damaged. Allow the participant to use available benefits before canceling the card. Stress the importance of replacing a damaged card. It is more convenient and less time consuming to have a working card.
A new card is required when a name change occurs. A replacement card must be issued reflecting the name change. Be sure the participant understands the option to continue using the EBT card until the current month's benefits are used.
Cancel the EBT card when the head of the EU (payee) has changed. Do not reissue the card through EBTU, unless the code is used in error or if the participant becomes payee again.
When an EBT card has been returned to FSD because of an incorrect or insufficient address, the Card Maintenance screen in the Administrative Terminal displays the code undelivered in the Card Status field. Report No. ESDDY041-01 titled “Undelivered/Bad Address Card Cancellations” is generated. Upon receipt of the report, determine whether a correct address is in the IMU5 or FAMIS and the Administrative Terminal. After verifying the correct card holder address, reissue the card.
Participants who have two or more cards mailed to the same address returned as undelivered will be referred by the eFunds Help Desk to the FSD caseworker. The caseworker should reissue the card to the county office address.