Q. 1 What is Ohio EBT?
The Ohio EBT Program is an Electronic Benefits Transfer (EBT) system. Ohio EBT replaces food stamp coupons with a plastic card called the Direction Card. You can use your Direction Card to buy eligible groceries at stores taking part in the Ohio EBT Program.

Q. 2 How do I get my food stamps with the Direction Card?

The Direction Card contains a computer chip. This chip keeps track of your food stamp benefits. Each month you are eligible for food stamp benefits, your benefits will be added to your Direction Card account. This happens automatically, much like a bank account. To get your benefits added to your card, go to the store of your choice. Put your Direction Card into a Point-Of-Sale (POS) terminal. Enter your five number secret code (PIN) on the keypad. As your monthly benefits are added to your Direction Card, the balance on your card will go up. As you use your benefits, the Direction Card balance will go down.

Q. 3 When do I get my food stamps?

You will get your food stamps on your scheduled date each month.

Q. 4 What does my Direction Card look like?

Your Direction Card is a plastic card. It has your card number and the Ohio Direction Card logo.

Q. 5 What is a PIN?

PIN stands for Personal Identification Number. A PIN is the five number secret code you choose when you get your Direction Card. The PIN is how the computer knows you.

Q. 6 How do I remember my PIN?

Choose five numbers that are easy for you to remember, but hard for someone else to figure out. Keep your PIN a secret. Don't write your PIN on your card or your cardholder. Don't keep your PIN in your wallet or purse.

Q. 7 How do I use my Direction Card?

After you put your Direction Card into the POS terminal at the grocery store, you enter your PIN. The PIN allows you to use your Direction Card. Specific instructions on using your Direction Card are listed below.

Q. 8 What if I forget my PIN?

If you are in the grocery store and enter the wrong PIN, you have two more chances that day to enter the correct PIN. If you don't enter the correct PIN by the third try, a "lock" is put on your card. You will need to contact your county office to "unlock" your card. If you can't remember your PIN, go to your county office and choose a new one. You also need to choose a new PIN if you think someone else knows your PIN.

Q. 9 How do I take care of my Direction Card?

• Keep your Direction Card safe.
• Keep your Direction Card clean.
• Take care of your card like you would a credit card.
• Don't bend or twist the card. Be very careful not to press on the area that holds the computer chip.
• Don't try to pry or pop out the computer chip or golden face plate. The card can't work if you do this!
• Only use the card to get your groceries. Don't use it to scrape windshields, open door locks, etc.
• Keep the golden face place clean and free from scratches. Store the Direction Card in a wallet or purse.
• Follow the instructions of the store clerk when using the card.
• Wait until the POS terminal is done before taking your card out.
• NEVER tell your PIN.

Q. 10 What if I forget my card when I go to the grocery store?

You can't use your food stamp benefits to buy food without your Direction Card and your PIN.

Q. 11 What if I lose my Direction Card?

If you Direction Card is lost, stolen, or damaged, call the Helpline, 1-800-944-3273 to report it. When you call, you will be told where to go to get a new card. No one else will be able to use your card once you report it missing.

Q. 12 How long will it take to get a new Direction Card?

It may take up to two business days for you to get a new Direction Card, so keep your card safe.

Q. 13 How will I know the balance in my Direction Card account?

There are two easy ways to check: Call the Helpline, 1-800-944-3273 (specific instructions are listed below) Keep your receipts Always check your Direction Card balance before you go to shop.

Q. 14 What if I don't have a telephone?

You can call 1-800-944-3273 from a pay phone at no charge.

Q. 15 Where can I shop with my Direction Card?

Probably where you shop now. All stores that take the Direction Card in Ohio will have a sign on the door that looks like your card.

Q. 16 Can someone else shop for me like they do now?

If it is an emergency, you can let someone else use your card to buy food for you. But be careful. Once you tell someone your PIN and give them your card, they could use ALL of your benefits. These benefits will NOT be replaced.

Q. 17 What if my card won't work?

If your card does not work, keep the receipt, call the Helpline, 1-800-944-3273, and ask for help. Do the same if you get an error message you don't understand.

Here are some error messages you could get on the POS terminal in the store:

• Invalid card, contact county. If you get this message, county your county office.
• Invalid PIN. If you get this message, you have entered your PIN incorrectly two times. If you don't enter the correct PIN by the third try, a "lock" is put on your card. You will need to contact your county office to "unlock" your card.
• Short $xx.xx If you get this message, you have tried to spend more than your balance in your Direction Card account. Before you shop, check your balance. If your groceries cost more than your balance, you can put back some groceries or pay for the rest in cash.

Q. 18 What if the store does not have a POS terminal or the POS terminal is not working?

If your store does not have a POS terminal, you can't use your Direction Card there. If the POS terminal is not working, the store may decide to handle your purchase by hand. The store would call Direction Card Customer Service to get the information it needs to let you buy your food, and you would be limited to one purchase for up to $50.00.

Q. 19 What if I don't want to use all of my benefits in one month?

The food stamp benefits you don't use stay in your Direction Card account until you use them.

Q. 20 How do I take something back to the store? Can I get cash back?

Take the item and receipt back to the store. The store will issue a credit to your food stamp benefits which will be available to you in two business days. You will NOT get cash back.

Q. 21 What if I plan to move or change my address?

Call your county office.

Q. 22 What if I have questions about my Direction Card?

Call the Helpline, 1-800-944-3273. The Helpline is open 24 hours every day for your questions.

Q. 23 When do I call the Helpline?

• Call right away if your Direction Card is lost or stolen. Always call the minute you discover your card is gone.
• Call if your Direction Card is damaged.
• Call when you need your Direction Card balance.
• Call if you find someone else's Direction Card.
• Call if you have questions or need help with your Direction Card.

Q. 24 How to use the Direction Card when you buy food?

• Step 1 Before you shop, check your balance by checking your last receipt or by calling the Helpline, 1-800-944-3273. This balance will be the most you can spend with your Direction Card.
• Step 2 Choose your groceries and go to a check-out lane displaying the Direction Card sign.
• Step 3 Hand your Direction Card to the clerk OR Put it into the Point-Of-Sale (POS) terminal
• Step 4 Enter your five-number secret code (PIN) on the keypad. The terminal will show (*****).
• Step 5 Press the ENTER key
• Step 6 The clerk enters the food stamp amount and, if it is right, you press the YES key.
• Step 7 You will get a copy of a printed receipt showing:
  • store name and address
  • retailer ID and date & time of purchase
  • retailer lane and clerk number
  • your Direction Card number
  • your Direction Card beginning balance
  • amount of your purchase
  • your Direction Card ending balance
• Step 8 Keep your receipt so you will know your new balance the next time you shop.

Q. 25 How to find out your Direction Card balance?

(Have your Direction Card available when calling)

• Step 1 Call the Helpline, 1-800-944-3273
• Step 2 If you are calling from a touch-tone phone, press 1. (If you are not calling from a touch-tone phone, an operator will come on the line to help you.)
• Step 3 To find out your balance, press 1 again.
• Step 4 Enter your Ohio Direction card number. If you enter the wrong number, you will be asked to try again. An operator may come on the line to help you.
• Step 5 You will hear your remaining balance.
• Step 6 You can hang up, OR You can press 0 to speak with an operator.