FAAEBT.A Electronic Benefit Transfer (EBT) Policy and Procedures : 03 EBT QUEST Card - Overview : C EBT QUEST Card - Personal Identification Number (PIN)
C EBT QUEST Card - Personal Identification Number (PIN)
The PIN is used to access benefits from a participant's EBT account. The PIN is a four-digit number known only to the Card holder.
 
The participant selects an EBT PIN number by using one of the following options:
 
Calling the Fidelity Information Services (FIS) Automated Response Unit (ARU) (See EBT Help Desk Phone Number)
Online www.ebtEDGE.com
 
Emphasize the importance of the responsibility the EBT card holder has for the security of their PIN. Inform the EBT cardholder of the following:
 
Do not let anyone know the PIN number. Do not write the PIN on the QUEST card or the protective card sleeve.
Do not let others use the card and PIN. Benefits withdrawn by someone else CANNOT BE REPLACED.
When the Card holder incorrectly enters the PIN four times, the PIN is deactivated until midnight, at which time the PIN FAIL COUNTER resets to zero.
Report lost or stolen QUEST cards, and compromised PINs, by calling the FIS (ARU)
 
NOTE Emphasize to the Card holder to call the Fidelity Information Services (FIS) ARU, and NOT the FAA local office. However, when a Card holder calls the local office to report a lost or stolen card, the designated staff responsible for QUEST card maintenance must follow the procedures outlined in EBT Lost or Stolen Cards.
 
When a Card holder forgets their PIN, or believes someone else knows their PIN, the security of the account is compromised. The Card holder must call the FIS Automated Response Unit (ARU) to change their PIN. (See EBT Help Desk Phone Number)
 
NOTE It is not necessary to replace the card.