Welcome to the Office of EBT
The Electronic Benefits Transfer (EBT) system provides a secure, electronic way for recipients of government benefits to access and use their funds. With an EBT card, similar to a debit card, benefits are deposited directly into the recipient’s account, allowing for easy and convenient purchases.
In West Virginia, EBT is used to distribute benefits for programs like the Supplemental Nutrition Assistance Program (SNAP), Temporary Assistance to Needy Families (TANF/WV WORKS), and Child Support Incentives. Women, Infants, and Children (WIC) benefits are provided through a separate EBT card.
Eligibility and benefit amounts remain unchanged with EBT. Once approved, an EBT account is created, and benefits are deposited electronically. There are no fees for purchases, though ATM withdrawals or balance inquiries may have associated fees.
For assistance, call the 24-hour, toll-free number at 1-866-545-6502 to check balances or report lost/stolen cards. You can also visit the Cardholder Portal at www.ebtedge.com for more information.
Check Your Eligibility
To find out if you're eligible for benefits:
- Visit www.wvpath.wv.gov
- Click on Screen for Assistance
- Select the appropriate program(s)
If you qualify for SNAP benefits, you can use your Mountain State Card to:
- Purchase eligible food items at any store that accepts EBT.
- Buy eligible seed items at participating stores.
If you qualify for WV WORKS/Cash benefits, you can use your Mountain State Card to:
- Withdraw benefits from any QUEST® ATM nationwide or throughout West Virginia.
- Pay for purchases at stores that accept EBT.
- Get cash back with a purchase at participating stores.
To find out if your store participates in SNAP, visit SNAP Retailer Eligibility. For more general retailer information, click here.
Resources
FIS Customer Service Representative
If you need assistance, call the number on the back of your EBT card (1-866-545-6502) to speak with a Customer Service Representative (CSR). CSRs are available 24/7 and can help with:
- Rotary phone support
- Reporting a lost or stolen card
- Reporting a card that was ordered but never received
- Requesting a mailed statement
- Questions about selecting or changing your PIN
- Available benefits and transaction details
- Reporting unauthorized card use
- Accessing the Cardholder Portal
- Filing a claim or checking claim status
- General inquiries
FIS Automated Customer Support (IVR)
When you call the number on the back of your EBT card (1-866-545-6502), you can also use the automated system (IVR) 24/7 for the following:
- Balance inquiries
- Activating a new card
- Completing initial PIN selection
- Changing your PIN
- Reporting a lost or stolen card and ordering a replacement
- Getting details about your last deposit
- Reviewing recent transactions
- Filing a claim against a transaction
Cardholder Portal
As a WV EBT cardholder, you can log in to the Cardholder Portal at www.ebtEDGE.com. Features available through the portal include:
- Viewing account details in English or Spanish
- Checking your balance
- Choosing your PIN
- Updating security codes for extra protection
- Viewing your transaction history for the last 30 days
- Blocking internet and out-of-state transactions
First-Time Users:
To use the Cardholder Portal, first register by clicking Register Here on the login screen. After registering, log in with your new credentials, click "Add Account," and enter your 16-digit card number. Your Mountain State Card will appear, and you can navigate your account.
FIS ebtEDGE Mobile App
As a WV EBT cardholder, you can access your account information through the FIS ebtEDGE Mobile App. This is the only approved mobile app for WV EBT Mountain State Cardholders. To ensure security, do not use non-FIS apps like Propel or Providers.
- The ebtEDGE app offers the same functionality as the Cardholder Portal, allowing secure access on the go.
- If you’re using a different mobile app, delete it and download the ebtEDGE app for secure access.
For any EBT card-related questions, contact the Office of EBT at 304-558-4126.
For FAQs, click here.
To learn how to create an account, click here.
Activating Your EBT Card
Once you are approved for SNAP or WV WORKS benefits, you will receive your Mountain State EBT card in the mail within 7-10 days. Before using it, you must activate the card. There are two ways to activate your card:
- By Phone:
Call the number on the back of your card at 1-866-545-6502 and follow the prompts. This is the quickest and easiest method.
- Using the Cardholder Portal:
- Go to www.ebtEDGE.com
- Click on Cardholder Login and then click Register to create a User ID and password.
- After registration, log in and click the + to add your account.
- Enter your 16-digit Mountain State Card number, and follow the instructions to select your PIN.
If You Need Help: Authorized Representatives should contact the EBT Office of Banking Services at 304-558-4126 for assistance.
Note: If you are receiving a replacement card, your existing PIN will remain active and you will not need to select a new one.
How to Use Your EBT Card
- Check Your Balance
Always check your balance before shopping:- Check your last store receipt.
- Call the EBT Helpline at 1-866-545-6502.
- Visit the FIS Cardholder Portal.
- Download the FIS ebtEDGE Mobile App.
- At a Point of Sale (POS) Machine:
- Swipe or insert your card.
- If prompted, select EBT.
- Enter your 4-digit PIN (keep it secure; do not share it with the clerk).
- Verify the amount and press ENTER.
- Review Your Receipt:
Ensure the receipt includes the store name, date, time, and total amount.
- At a QUEST® ATM (for WV WORKS and Child Support Incentive recipients):
- Insert or swipe your card.
- Enter your PIN.
- Select Withdraw Cash and Checking.
- Enter the withdrawal amount.
- Take your card, receipt, and cash.
- Save the receipt to track your balance.
How to Avoid Transaction Fees
Always protect your card and PIN. If your card is lost, stolen, or damaged, call 1-866-545-6502 immediately to report it. A replacement card will be sent within 7-10 business days.
Farmers Markets
Farmers and SNAP recipients are important to each other. SNAP recipients can use their food benefits at SNAP authorized Farmers Markets, which provides the opportunity to purchase locally grown, healthy and nutritious food while supporting the farmer and boosting the economy for that county.
Farmers Markets and Direct Sales Farmers will be required to have a West Virginia State Business License and, if applicable, a City/County Business License. If selling at an established Farmers Market, each vendor must have a vendor permit to operate at that location. Only Farmers Markets that are licensed as a corporation or a Limited Liability Corporation (LLC) are required to register with the West Virginia Secretary of State’s Office. ALL Farmers Markets and Direct Sales Farmers need to register with the West Virginia Department of Tax and Revenue if they sell anything that requires taxes be collected.
Please contact your local county health department for information or questions on examination and card requirements for food handlers.
The West Virginia Department of Human Services (DoHS) and the United States Department of Agriculture (USDA), Food and Nutrition Services (FNS) have increased efforts to inform recipients of the benefits of eating fresh and locally grown foods by asking the local DoHS Office workers to inform clients they can use their EBT card to buy locally grown food at the Farmers Market.
- A Farmers Market is defined as a multi-stall market at which farmer-producers sell agricultural products directly to the public at a central or fixed location, particularly fresh fruit and vegetables (but also meat products, dairy products, and/or grains).
- A Direct-Market Farmer sells food grown or raised on their farm directly to consumers. Both types of businesses are eligible for FNS approval to accept SNAP benefits.
Apply to Accept SNAP
Click here to apply online with FNS to accept SNAP benefits at your farm, roadside location or Farmers Market. It is fast and secure.
The three-step process includes:
- Getting a USDA account to obtain access to the online application to check the status of your submitted application.
- Completing the online application, which can be completed in as little as 15 minutes; however, FNS allows up to 30 days to complete and submit the application for approval. To save time, FNS suggests you have your estimated sales data and ownership information before starting the application.
- Submitting all required supporting documentation.
FNS will process your application and contact you if any additional information is needed. Once approved by FNS, the same website provides a variety of training information to assist accepting SNAP as quickly as possible.
Regulations and Required Permits
Farmers Markets and Direct Sales Farmers will be required to have a West Virginia State Business License and, if applicable, a City/County Business License. If selling at an established Farmers Market, each vendor must have a vendor permit to operate at that location. Only Farmers Markets that are licensed as a corporation or a Limited Liability Corporation (LLC) are required to register with the West Virginia Secretary of State’s Office. ALL Farmers Markets and Direct Sales Farmers need to register with the West Virginia Department of Tax and Revenue if they sell anything that requires taxes be collected.
Please contact your local county health department for information or questions on examination and card requirements for food handlers.
SNAP at Farmers Market Fact Sheet for West Virginia
SNAP at Farmers Market Brochure
SNAP EBT Equipment Resources
Expanding access to fresh and healthy food through farmers markets and direct markets for SNAP participants is a high priority for FNS.
To help expand access and to help both markets and farmers obtain the proper equipment the following two programs are available:
State Equipment Programs
The West Virginia Department of Human Services (DoHS) along with the Food and Nutrition Service (FNS) is working to increase the availability of fresh and local produce for Supplemental Nutrition Assistance Program (SNAP) recipients throughout the state of West Virginia.
If you are not yet a certified FNS merchant, but would like accept SNAP benefits at your location, click here.
If you are in need of a Point of Sale (POS) machine, the Office of EBT can assist you. Wired POS equipment is available free of charge to farmers who have completed FNS merchant certification. Complete the application below and check the appropriate box so that the EBT office can contact you with additional information.
Application for Wireless Equipment for Farmers
Helpful Links:
Food and Nutrition Service (FNS)
West Virginia Department of Agriculture
West Virginia Food and Farm Coalition
West Virginia Farmers Market Association
Exempt Merchants
In accordance with the Agricultural Act of 2014 eligible farmers’ markets, direct-marketing farmers, military commissaries, non-profit cooperatives or organizations, group living arrangements, treatment centers and prepared meal services MAY qualify for free EBT Point-of-Sale (POS) equipment and services.
If you are one of the eligible SNAP- authorized retailers listed above and in need of EBT equipment and services, please complete the Exempt Merchant POS Application below and submit the signed application to the West Virginia Office of EBT.
Exempt Merchant POS Application
Please send completed and signed application
by email to: toni.n.zornes@wv.gov
by mail to: Office of EBT, One Davis Square, Suite 402, Charleston WV 25301
Client Accounts
Client Accounts performs a variety of functions on behalf of clients, custodial children and children in the custody of DoHS.
Responsibilities include, but are not limited to:
- Processing returned, lost or stolen benefits and returned checks issued to and on behalf of clients, including processing corrections to approved benefits
from the following programs:
Low Income Energy Assistance Program (LIEAP)
WV WORKS Supportive Services
Non-Emergency Medical Transportation (NEMT)
SNAP Employment & Training
Family and Children Tracking System (FACTS) – Day Care and Foster Care payments
- Managing the accounts on behalf of children in the custody of WVDoHS who receive monthly benefits such as:
Social Security Administration (regular and Supplemental Security Income (SSI))
Veterans
Railroad Retirement
Miners’ Benefits
Private or court ordered payments
ALL contacts regarding client account functions listed should be initiated through the local DoHS Office case worker.
Frozen Benefits Information:
Q: Is this a freeze on benefits to Americans like SNAP or Student Loans?
A: No, any program that provides direct benefits to Americans is explicitly excluded from the pause and exempted from this review process. In addition to Social Security and Medicare, already explicitly excluded in the guidance, mandatory programs like Medicaid and SNAP will continue without pause.
Office of EBT Contact Information
Office of EBT Banking Services
One Davis Square, Suite 402
Charleston, WV 25301
Phone: 304-558-4126
Fax: 304-558-5670
