You can access your cash and SNAP benefits at participating EBT locations anywhere within New York State. Cash benefits may also be accessed at participating ATM and authorized retail store locations.

Your EBT card and Personal Identification Number (PIN) are used at authorized retail stores when accessing your cash or SNAP benefits. Many retail stores also provide cash back with your purchase. Check with the store for their cash back policy.

To activate your EBT card, call customer service.

To use your EBT card, swipe the card and then enter your PIN in the machine at the checkout line. Only you should enter your PIN. It is recommended that you always check and keep your receipts for purchases made with your EBT card.

Online

Learn more about EBT cards.

By Phone

You can use the EBT card freeze feature to block certain actions for Cash Assistance, SNAP, and HEAP benefits. This feature is intended to help prevent scam-related theft of your benefits.

The freeze feature is not enabled when a new EBT card is issued to you. You must activate your EBT card before you can use the freeze feature.

When your EBT Card is frozen, you cannot:

• Make any purchases
• Check your balance
• Complete an in-person transaction that requires you to swipe your card, such as an ATM withdrawal

When your EBT card is frozen, you can:

• Change your pin
• Complete a return/credit for an online purchase

Medicaid benefits and payments to your landlord and utility company are not impacted when your EBT card is frozen.

Freezing and Unfreezing an EBT Card

You can freeze and unfreeze your EBT card using the ebtEDGE online portal and mobile app. You cannot freeze and unfreeze your EBT card by calling EBT Customer Service.

To freeze or unfreeze an EBT card, you must create an ebtEDGE account or use an existing one.

Visit the ebtEDGE cardholder portal.

The app can be downloaded for free on your mobile device through the Google Play Store or Apple App Store.

EBT cardholders that used the Card Lock/Unlock feature on the previous portal or mobile app, now called Card Freeze/Unfreeze, and had their cards in “locked” status as of Saturday, May 18, 2024, must use the new ebtEDGE cardholder portal or the ebtEdge mobile app in order to now “unlock” or “unfreeze” their card before they will be able to use it.

Applicants who have been approved for Cash Assistance or SNAP (Food Stamps) benefits will receive an EBT card in the mail.

If your EBT card is lost, stolen, defective, or never received, you can submit a replacement request online, by phone, or in person.

If you make your request online or by phone, it will take from 7 to 10 business days for you to get your replacement EBT card.

Please note that, as of January 15, 2020, EBT cards with photos are no longer issued. For information regarding obtaining a photo ID, visit New York State Department of Motor Vehicles (DMV) or IDNYC. For those looking to get a non-driver's identification card through the DMV, HRA clients can download a budget letter on ACCESS HRA to receive a free Non-Driver's ID from the DMV.

Online

Visit the ebtEDGE cardholder portal.

The ebtEDGE mobile app can be downloaded for free on your mobile device through the Google Play Store or Apple App Store. 

By Phone

The quickest way to update or correct the information that appears on your benefit card is to submit a case change request using the ACCESS HRA website. You do not need to submit a new application.

You will need to submit documents to prove the change you report. You can submit documents using the Document Upload feature on the ACCESS HRA Mobile App.

Cash Assistance Clients

You can submit change requests:

Online

Use the ACCESS HRA website or the ACCESS HRA Mobile App to submit your request. Choose the Request a CA Case Change or Emergency Grants link.

In Person

Visit your Benefits Access Center (formerly known as Job Center).

Find a Benefits Access Center.

SNAP Clients

You can submit change requests:

Online

Use the ACCESS HRA website or the ACCESS HRA Mobile App to submit your request. Choose the Request a SNAP Case Change link.

By Fax

(917) 639-2544

By Mail

SNAP
Centralized Recertification Mail Unit
P.O. Box 29008
Brooklyn, NY 11202-9816

In Person

You can visit any SNAP center. Find a SNAP Center near you.

You can get your EBT card balance, benefits schedule, and account history online or by phone. Your account history includes benefits that were added to your EBT card and transactions that have been made using your EBT card.

You can also:

• Check your SNAP account balance at food stores
• Check your cash account balance at ATMs where EBT cards are accepted

If you call the EBT Customer Service line, you can:

• Use the automated menu to hear your last ten transactions;
• Use the automated menu or speak with a customer service representative to request a printed two-month statement of your account history; or
• Speak with a customer service representative to review your entire transaction history

Online

Get the last 6 months of your EBT card account history online. 

Visit the ebtEDGE website.

The ebtEDGE mobile app can be downloaded for free on your mobile device through the Google Play Store or Apple App Store.

By Phone

You can get assistance online or by phone with:

• Replacing a Medicaid card that is lost, stolen, or defective
• Correcting and replacing Medicaid cards issued with incorrect information

You can get assistance with:

• Changing the PIN number for your EBT card
• Resetting the PIN number for your frozen EBT card

You will be asked to provide certain information for security purposes.

By Phone

If your EBT card is damaged, lost or stolen, you must contact EBT Customer Service to report the issue with your card. EBT Customer Service will deactivate your card so that no one else can use it.

You should immediately contact EBT Customer Service if you suspect or know:

• That your card or card number has been stolen;
• That someone not authorized by you has gained access to your PIN;
• That someone has gained information about your identity that may result in your benefits being stolen; or
• That you lost your card

Only by first contacting EBT Customer Service to deactivate your card can you protect yourself against potential benefit theft or fraud.

You can report the issue with your card online or by phone.

Online

Visit the ebtEDGE website.

The ebtEDGE mobile app can be downloaded for free on your mobile device through the Google Play Store or Apple App Store. 

By Phone