Electronic Benefit Transfer (EBT) QUEST Card
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Participants use a plastic EBT debit card, called a QUEST Card, at Automated Teller Machines (ATMs) Point-of-Sale (POS) devices and authorized online vendors.
Policy
Participants may access their benefits from assigned Electronic Benefit Transfer (EBT) accounts. The EBT Processing System functions through an interface with the Arizona Technical Eligibility Computer System (AZTECS).
EBT benefits should always be accessible by 5:00 a.m. on the date of issuance and may be accessed immediately when issued as emergency benefits.
EBT accounts are determined by the type of assistance a participant is eligible to receive. When a participant has both NA and CA benefits connected to the same case number, both benefit accounts can be accessed using one EBT card.
EBT cards are mailed to the participant’s address. For emergency benefits or at the participant’s request, FAA issues EBT cards over the counter (OTC). Cardholders may request a replacement EBT card at any time. See EBT Card Replacement Fees for more information.
The EBT Processing System is used to issue benefits for all of the following:
●Nutrition Assistance (NA)
●Cash Assistance (CA)
●Jobs Program payments
●State Public Assistance (ST)
The EBT card is used to control access to EBT benefits in a participant's account when the cardholder enters their Personal Identification Number (PIN). The PIN is a four-digit number selected by and known only to the cardholder.
The participant may request their PIN by completing any of the following:
●Calling the Fidelity Information Services (FIS) Automated Response Unit (ARU). See EBT Customer Service 24-Hour Hotline for contact information.
●Visiting www.ebtEDGE.com online.
When selecting a PIN for your EBT card, avoid using any of the following groups of numbers:
●Commonly used combinations such as repeating numbers (1111) or consecutive numbers (1234).
●Numbers connected to your family’s personal information, such as a year of birth.
●Numbers connected to other personal information, such as phone or social security numbers.
●Any numbers you have used for another purpose, such as a PIN from a different card or your phone passcode.
The Primary Informant(g) is always the Primary Payee cardholder on the EBT account. A maximum of three cardholders (the primary informant (PI), primary payee, and two alternate cardholders) may be on an account. Each cardholder on an EBT case is issued their own EBT card and has their own PIN.
The cardholder is responsible for the security of their EBT Card and PIN. All of the following requirements apply to the cardholder:
●Do not let anyone know the PIN. Do not write the PIN on the EBT card.
●Report lost or stolen EBT cards, compromised PINs, and electronic benefit theft by calling the FIS ARU or by visiting their nearest FAA office.
When a cardholder forgets their PIN or believes someone else knows their PIN, the security of the account is compromised. The cardholder calls the FIS ARU to change their PIN.
NOTE When the PIN is entered incorrectly four times, the PIN is deactivated until midnight, at which time the counter resets to zero.
Primary cardholders and their alternate cardholders can access CA benefits at ATMs and retailers displaying the EBT QUEST sign or symbol.
The participant's cash balance may include training allowances. See Training Related Expense (TRE) Reimbursements for more information.
A replacement EBT card is mailed to the address of record within two workdays(g) following the request and should be received within five workdays.
When there is a discrepancy between the mailing address reported to FIS and the address of record, FIS refers the cardholder to FAA. The participant is required to report their change to FAA. When the address is updated, a replacement card may be mailed to the updated address by FIS.
FAA completes all of the following when an elderly person or a person with a disability contacts FAA requesting a home visit delivery of a replacement EBT card:
●Obtain approval from management for a home visit delivery.
●Deliver a replacement EBT card no later than the second workday after the date of the EBT cardholder’s request.
EBT Alternate Cardholder
The PI or authorized representative can request an EBT alternate cardholder by completing the Designation of EBT Alternate Cardholder (FAA-1004A) form. When an EBT alternate cardholder is designated, the PI or authorized representative is responsible for advising the alternate cardholder that any items purchased with NA benefits have to be returned to the budgetary unit(g) approved to receive the NA benefits.
Reasons to Assign a CA EBT Alternate Cardholder
A CA EBT alternate cardholder receives the CA benefit for the CA participants. A CA EBT alternate cardholder may be needed for any of the following reasons:
●Assigned by the Department of Child Safety (DCS) or Tribal Social Services
●Disqualified CA participants
●Emergency situations - See CA EBT Alternate Cardholder - Emergency Situations for more information
DCS or Tribal Social Services may instruct FAA to name a CA EBT alternate cardholder other than the participant currently receiving the CA benefit. The reason for the request may include, and is not limited to, any of the following:
●Mismanagement of the family money
●Neglect or abuse of the children
DCS or Tribal Social Services is responsible for all of the following:
●Monitoring the participant's case
●Informing FAA when the CA EBT alternate cardholder is no longer needed
When DCS anticipates that a CA EBT alternate cardholder is needed for more than two years, they take all of the following actions:
●Place the children in Foster Care.
●Seek judicial appointment of a guardian.
CA EBT Alternate Cardholder Emergency Situations
An emergency CA EBT alternate cardholder may be named when there is not enough time to make any other plans for the child's care and support. Emergency situations include, and are not limited to, any of the following:
●Death of the CA PI.
●The CA PI abandons or deserts the child.
●The CA PI is incarcerated.
●The CA PI is committed to a hospital for the mentally ill.
A person is named as an emergency CA EBT alternate cardholder when FAA is notified that the person is acting as a representative for, or on behalf of the CA PI. It is not necessary that the CA EBT alternate cardholder be a caretaker relative, provided they are caring for the child.
All of the following apply to payments made available to a CA EBT alternate cardholder:
●The payments are for the child or children receiving cash benefits.
●The payments received by the emergency CA EBT alternate cardholder are for a period not to exceed 90 calendar days(g).
Accessing Nutrition Assistance Benefits
Primary cardholders and alternate cardholders can access their NA benefits at retailers displaying the EBT QUEST sign or symbol. There is no limit to the number of NA transactions a cardholder may make each month, provided they do not exceed the balance in the account. Retailers cannot charge fees for NA transactions.
NOTE Cardholders cannot receive cash back from an NA EBT account.
When purchasing allowable NA items and non-allowable NA items together, the retailer asks the cardholder to pay for the food purchases from the NA EBT account first, and then the non-food items from the cash EBT account. Any money left in the NA EBT account after the transaction remains there until the next food purchase. When the cardholder returns food items, the benefits are restored to the NA EBT account. See EBT Account Adjustments for more information.
Cardholders can also access their benefits with non-traditional vendors that the Food and Nutrition Service(g) has approved to accept NA. These vendors include, and are not limited to, all of the following:
●Farmer's Markets
●Food Share Program
●Meals-On-Wheels
●Online Vendors
●Route Delivery Retailers
Accessing Cash Assistance Benefits
Primary cardholders and alternate cardholders with CA or ST benefits can withdraw cash from an ATM displaying the EBT QUEST sign or symbol.
NOTE Banking institutions may charge transaction fees.
Cardholders who have CA benefits may use their EBT cards to purchase non-food products, money orders, and make cash withdrawals from retail merchants. When a retailer signs up to participate in Arizona's EBT Project, the retailer decides the level of cash access allowable per cardholder visit. Each store may have a different policy.
Retailers are only allowed to charge a fee for cash transactions when they charge the same fees to other commercial debit card customers.
Offline NA Voucher
Most non-traditional retailers use the Offline Food Stamp Voucher form.
Non-traditional retailers, and retailers equipped with Point of Sale (POS) devices whose terminals are not working, use the Offline Food Stamp Voucher form.
The retailer completes the voucher, including store information and the cardholder's name and EBT card number. The cardholder then signs the voucher verifying the amount of the NA purchase and is given a copy for their records.
EBT Card Replacement Fees
Each cardholder may request one free EBT card replacement per calendar year. After the first replacement, there is a $5.00 fee. Replacement cards are to be issued even when the EBT account funds are less than the $5.00 replacement fee. In these instances, the replacement fee is waived. The fee is deducted from the participant's NA or CA account.
The replacement fee is waived when any of the following apply:
●Any other reason identified by the Region Program Manager.
●The card is not accessible due to a presidentially declared disaster.
●The card was damaged.
●The card was stolen.
●The cardholder is a victim of electronic benefit theft.
●The cardholder legally changed their name.
●The cardholder meets the elderly criteria (60 and over).
●The EBT card sent through the mail has not been used.
●There are not enough funds in the account.
Legal Authorities
7 CFR 273.2(n)(2)
7 CFR 273.2(n)(3)
7 CFR 274.6(a)
7 CFR 274.6(a)(2)
7 CFR 274.6(a)(6)(ii)
7 CFR 274.6(a)(7)(i)
7 CFR 274.6(b)
AAC R6-12-807
last revised 05/12/2025