FAQs • Roanoke County, VA • CivicEngage

What if I get an error message when I am trying to check out?

There are three error messages that could come up on the Point of Sale Terminal when you are trying to check out:

CARD NOT ON FILE: If you get this message, call the customer service helpline at 1-866-281-2448.
INVALID PIN: If you get this message, you have entered your PIN incorrectly. If you do not enter the correct PIN by the fourth try, a “lock” is put on your account.
INSUFFICIENT BALANCE: Before you shop, check your balance. If you get this message, you have tried to spend more than the balance on your EBT card. If your groceries cost more than what you have on your card, you can put some of the items back or pay for the rest another way.

Any time you get an error message that you do not understand, call the toll-free Customer Service Help Line at 1-866-281-2448.

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Social Services SNAP (Food Stamps)

1. When do I get my SNAP benefits?: If you are approved and remain eligible, your ongoing benefits will be available on the first day of each month by 12:00 noon.

2. How do I get my SNAP benefits, if I am approved?: Each month that you are eligible for SNAP benefits, your benefits will be added to your Electronic Benefits Transfer (EBT) card automatically.

3. What is a PIN?: PIN stands for Personal Identification Number. Your PIN is a four-digit number you must use with your EBT card. The PIN is how the computer matches the card to your account and you.

4. What if I forget my PIN?: If you are in the grocery store and enter the wrong PIN, you have three more chances that day to enter the correct PIN. If you do not enter the correct PIN on the fourth try, a “lock” is put on your account and you will not be able to use your card until the next day. If you cannot remember your PIN, call the toll-free Customer Service Help Line at 1-866-281-2448.

5. Where can I shop with my EBT Card?: Authorized EBT retailers will display either the Quest logo or a picture of the Virginia EBT card. If you do not see these signs, ask the store manager or a clerk if they accept EBT before you start shopping.

6. What if I forget my card when I go to the grocery store?: You cannot use your SNAP benefits to buy food without your EBT card and PIN.

There are three error messages that could come up on the Point of Sale Terminal when you are trying to check out:

CARD NOT ON FILE: If you get this message, call the customer service helpline at 1-866-281-2448.
INVALID PIN: If you get this message, you have entered your PIN incorrectly. If you do not enter the correct PIN by the fourth try, a “lock” is put on your account.
INSUFFICIENT BALANCE: Before you shop, check your balance. If you get this message, you have tried to spend more than the balance on your EBT card. If your groceries cost more than what you have on your card, you can put some of the items back or pay for the rest another way.

Any time you get an error message that you do not understand, call the toll-free Customer Service Help Line at 1-866-281-2448.

8. What if I lose or damage my EBT Card?: If your EBT card is lost, stolen, or damaged, call the toll-free Customer Service Help-Line at 1-866-281-2448 to report it. A new card will be mailed to you on the next business day or you can contact your worker to request a new card and come in and receive a replacement.

9. Will I be charged for a replacement EBT Card?: Yes, a $2.00 replacement fee will be charged and will be deducted from the balance on your EBT Card.

10. Will my PIN change if I receive a replacement card?: No, the PIN will stay the same unless you request that it be changed.

11. What if I don’t want to use all of my benefits in one month?: The SNAP benefits you do not use stay on your EBT card until you use them.

12. What if I have questions about my EBT card?: Call the toll-free Customer Service Help Line at 1-866-281-2448. This line is open 24 hours, every day, for your questions.