To help combat electronic theft occurring because of fraudulent PIN changes, counties must now issue a new EBT card when there in an in-person PIN change request. When an individual requests a change to their PIN in-person at a county welfare department office, the county must verify that identification and case information of the cardholder matches the information on the EBT card presented. If the information matches, the county must issue a new card.
Counties must verify the cardholder’s identity by either 1) a photo ID, or 2) two points of personal identifying information from the case. If the individual does not have proper identification or cannot verify any personally identifying information in their case, they must change the PIN by called the ARU, or changing the PIN in ebtEDGE.
If the last four digits of the physical EBT card do not match the last four digits on the terminal receipt, or the card details on the magnetic stripe do not match the information on the physical card, the county should refer to case to their Special Investigation Unit to investigate suspected fraud. (ACL 24-92, December 18, 2024.)