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Main EBT
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Create User Account  Create User Account
 
Cardholders are required to have
a User ID and password to view their:
 - Account Balance
 - Transaction History

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Issuance Schedule
Maine Rigional Offices
maine card
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Lost or Stolen Cards or PINs and Problems with Transactions

Immediately call the EBT helpdesk at 1-800-477-7428:
  • If your Pine tree Card has been lost, stolen or is no longer working, you should call the EBT Call Center at 1-800-477-7428 for a new EBT card. They will immediately disable the old card and arrange for the mailing of a replacement EBT card to your address. If your address does not match what is in the EBT system, you will be told to go to contact your Local DHHS office to report a change of address. Once the address is changed, you must call the EBT Call Center to request a replacement card. The mailing process takes from 5-7 business days. Your benefits will be protected as soon as you report it lost or stolen. When you receive your replacement card, you can begin using your remaining benefits.


  • When you receive your replacement card, your new card is already activated. Your current PIN is transferred to your replacement card so you do not need to change your current PIN. However, if you want to select a new PIN, select the PIN Change option to change your PIN after the replacement has been received.


Welcome to Electronic Benefit Transfer (EBT)

Your food benefits and/or cash assistance benefits are kept in special separate accounts for you. This brochure tells you how to get your benefits.


Where to use your Card

You can use your card to get your benefits where you see this sign.

quest logo


Your PIN

  • PIN stands for Personal Identification Number
  • Your PIN is your electronic signature.
  • It contains four (4) numbers.
  • Your EBT Card will not work without your PIN.
  • If you try your PIN incorrectly four times, your account will be locked until the next day.
  • Keep your PIN secret.
  • Never write your PIN on your card.
  • Never let anyone see you enter your PIN at a machine, even a store cashier.
  • Never give your PIN to anyone. If a person has your card and knows your PIN, they can use ALL of your benefits.
  • You can change your PIN at any time, by calling 1-800-477-7428 or going to your local office.
  • If someone else uses your card and PIN, your BENEFITS WILL NOT BE REPLACED.




  • When entering your PIN to make a purchase or withdraw money from an ATM, be sure no one else can see what number you are entering. If someone else learns your PIN and uses your card, your benefits will not be replaced.
  • If you think someone else has learned your PIN, call the Customer Service Call Center immediately to choose a new PIN.






Your EBT Card

  • Keep your card in a safe place when you are not using it.
  • Do not write on or scratch the black stripe on the back of your card.
  • Do not put your card near magnets, TVs, stereos, VCRs, or even the magnetic clasp on a purse.
  • If your card is lost, stolen, or damaged, call 1-800-477-7428. This is a free call.


How to Use Your Card at the Store

  • Before you shop, check your last receipt to find out how much money is in your account, or call 1-800-477-7428 for your balance. This is a free call.
  • Look for the Quest sign on the door or window of the store.
  • At check-out, your card is swiped through the machine by you or the store cashier.
  • Enter your PIN on the number pad, then press Enter. (Only You should enter your PIN.)
  • Tell the cashier how much money to enter or enter the amount yourself.
  • Check the amount that shows in the machine window to make sure it is correct.
  • Always check your receipt to make sure that the amount on the EBT receipt is the same as the grocery


Food Supplement Purchase

  • All food supplement transactions are free.
  • Use your food supplement benefit account to purchase food. You cannot get cash back from your food supplement account.
  • Remember, you can only buy allowable food items with your food benefits.
  • If the store does not have an EBT machine, or if the machine is not working, they may use a paper voucher. Do not write your PIN on the voucher.


Cash Purchase

A recipient may not use the EBT card "TANF cash benefit" in retail establishment where:
  • 50% or more of the gross revenue of the establishment is derived from the sale of liquor (i.e., liquors or beverage marts);
  • A gambling facility (i.e., casinos and bingo facilities), except that the use of the EBT card is permitted in any portion of the premises of a gambling facility that is set aside separately for the sale of the primarily of staple foods; or
  • A retail establishment that provides for adult-oriented entertainment in which performers disrobe or perform in an unclothed state or entertainment (strip clubs)
TANF cash benefits are to be used for the purchase of items to help parents and their children with the basic needs of everyday living and using the benefits for any other purpose is against the program's intent. Benefits used to meet the program's intent include food, clothing, shelter, utilities, household goods, personal care items, and general incidental expenses. Purchases such as lottery tickets and tobacco products do not meet the intent of the program.


Cash Withdrawal

  • Some stores will allow you to receive cash back above the cost of your purchase.
  • Some stores will allow cash withdrawal without a purchase.
  • You must follow the storeís policy regarding the allowable amount.
If you use both a food supplement benefit account and a cash benefit account, your card will be swiped through the machine two times and you must enter your PIN two times.


How to Use Your Benefit Card at an Automated Teller Machine (ATM)

  • Choose an ATM in a place where you feel safe.
  • Always follow directions on the ATM.
  • Put your card in the machine.
  • Never let anyone see you enter your PIN.
  • Press Withdrawal.
  • Press Checking.
  • Enter the dollar amount you want.
  • Take your cash, card, and receipt from the machine.
  • Keep the receipt so you will know how much you have left in your account.
  • Check the receipt to make sure it is the same as the amount you got.
You will have two free ATM withdrawals each month at ATMs which do not surcharge.


When to call Customer Service

Customer Service is available 24 hours a day, 7 days a week to answer any questions you may have about how to get your benefits. The customer service number is first answered by a computer. You will be asked to enter your card number.
This is a free call.
1-800-477-7428
Call to find out:
  • Your food supplement account or cash account balance.
  • Your last 10 transactions.
Call if:
  • You have questions or problems using your EBT card or PIN. Put your card in the machine.
  • You want to change your PIN.
  • Your Card is lost or stolen.
  • You feel there is a mistake with your transaction.




Itís the Law!
  • Misuse or abuse of your card will result in investigation by State and/or Federal authorities.
  • Documented violations will result in sanctions including:
  • Disqualification from program
  • Recovery through recoupment/restitution
  • And/or referral for criminal prosecution
It is a crime to defraud the system or to misuse your card.
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