Can I use my card right away? No, you will need to create a Personal Identification Number by calling the EBT customer service toll free number (877-768-5098) in order to activate your card. Once the PIN is created, it will be the same for all replacement cards unless you call the EBT customer service toll free number to change the PIN.
What should I do if I lose my Hoosier Works Card? If your Hoosier Works Card is lost or stolen, you should immediately call the EBT customer service toll free number at 877-768-5098 or logon to the EBT customer service website at to cancel the lost or stolen card. By cancelling the card, you can prevent someone else from using it. You can also order a replacement card after cancelling the lost or stolen card. All replacement cards will be mailed within 24 hours of the date you call. You will have one free card replacement per calendar year and will be charged a $1.00 fee for each replacement after that. If food and/or cash benefits are lost due to theft or loss of your card and PIN, they will NOT be replaced by the State of Indiana.
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What should I do if I believe my benefits have been stolen? Contact the local law enforcement agency to report the stolen benefits. State policy does not permit the replacement of lost or stolen benefits because a PIN is needed to access benefits, and the cardholder is responsible for protecting their card and PIN information. Call the EBT Customer Service toll free number (877-768-5098), or log onto the EBT customer service website at www.connectebt.com, to order a replacement card and/or change your PIN. For questions about your benefits and more information on protecting your SNAP and TANF accounts, contact the Family & Social Services Administration toll free number at 800-403-0864.
What about my cash benefits? Can the authorized representative access those for me? No. The person accessing your cash benefits is referred to as a protective payee, not an authorized representative. When you have a protective payee, you can no longer access your TANF account with your Hoosier Works card. The protective payee would receive a Hoosier Works Card to access your TANF account for you. If you would like to authorize someone to access your cash benefits for you, you will have to fill out a Protective Payee form. If you authorize the same person to be both the authorized representative and the protective payee, he or she can use one card to access both of your accounts. You also have the option to authorize two different people to be your authorized representative and protective payee, or have just an authorized representative or just a protective payee. You decide who can access your benefits for you and your household. Call the Family & Social Services Administration toll free number at 800-403-0864 for more information.
What if I need my address changed? For address updates please contact the Indiana Family and Social Services Administration toll free number at 800-403-0864 from 8.30 a.m. to 4.30 p.m. ET. All address changes must go through FSSA in order to reach the EBT system. The Customer Service Representatives working at the EBT toll free number cannot update addresses.
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