FAA5.J Benefit Replacement and EBT Cards : 03 Electronic Benefit Transfer (EBT) QUEST Card
Electronic Benefit Transfer (EBT) QUEST Card
Information on this page refers to the Nutrition Assistance program Information on this page refers to the Cash Assistance program
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.
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. Over the counter (OTC) cards are issued for emergency benefits or at the participant’s request. Cardholders may request a replacement EBT card at any time.
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 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
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 PI has the responsibility and security of their EBT Card and PIN. The participant is required to follow all of the following:
Do not let anyone know the PIN number. Do not write the PIN on the EBT card.
Benefits withdrawn by someone else cannot be replaced unless the benefits were stolen as a result of electronic benefit theft. See Replacement Issuance of Stolen Benefits for more information about electronic benefit theft and the requirements for benefits to be replaced.
When the cardholder incorrectly enters the PIN four times, the PIN is deactivated until midnight, at which time the counter resets to zero.
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.
Primary cardholders and their alternate cardholders can access EBT 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 workday(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.
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
Route Delivery Retailers
Online Vendors
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 applies:
The EBT card sent through the mail has not been used
The card was damaged
There are not enough funds in the account
The card is not accessible due to a presidentially declared disaster
The cardholder meets the elderly criteria (60 and over)
The cardholder legally changed their name
The card was stolen
Any other reason identified by the Region Program Manager
The cardholder is a victim of electronic benefit theft
Legal Authorities
last revised 10/23/2023