Lost or Stolen Cards or PINs and Problems with Transactions Immediately call Customer Service at 1-866-386-3071: If you believe your Ohio DIRECTION Card has been lost or stolen If you think someone else might have learned your secret PIN If you believe there was an inaccurate transaction made to your account Contacting Customer Service Call Customer Service at 1-866-386-3071 if you have a problem with your Ohio DIRECTION Card or anytime you have questions or need help with your card. Call customer service immediately if your Ohio DIRECTION Card is lost or stolen or if you believe someone else knows your secret PIN If you forget or want to change your PIN, you must call Customer Service and follow the automated PIN selection instructions If your Ohio DIRECTION Card is damaged, you must call Customer Service for a new Ohio DIRECTION Card. Customer Service deactivates your damaged card and orders a new card to be sent to you in the mail. If you can't find your last food purchase receipt with your account balance, you can check your food assistance also known as SNAP balance at this Web site, https://www.connectebt.com, or Customer Service can give you your balance as well as the last 10 transactions you made. How do I obtain my food assistance also known as SNAP benefits? Your food assistance also known as SNAP benefits are automatically deposited to your Ohio DIRECTION Card account on the same day of each month you are eligible. You can check with your county office to find out which day you receive your benefits. How do I use my Ohio DIRECTION Card to shop? You can use your Ohio DIRECTION Card at all grocery stores that display the Ohio DIRECTION Card sticker. After you have completed your shopping, tell the cashier you are using your Ohio DIRECTION Card for your food purchases. Most grocery stores in Ohio accept the Ohio DIRECTION Card. If you make a purchase in another state, look for the Quest � logo which means your Ohio DIRECTION Card will be accepted. To use your card, you or the cashier swipes your card through the point-of-sale (POS) equipment. The cashier or the register automatically enters the amount of your food purchase. YOU must then enter your secret 4-digit PIN on the machine's PIN pad. Never tell the cashier or anyone else your secret PIN. Never ask the cashier to enter your PIN for you. The machine prints your receipt with your purchase amount and the amount of food assistance also known as SNAP benefits you have left. If you want to purchase any non-food items not eligible under food assistance also known as SNAP rules, you must pay for these with cash or another form of payment such as a debit or credit card. What is a PIN? PIN stands for Personal Identification Number. You must have a 4-digit PIN to use your Ohio DIRECTION Card. Call Customer Service to select a PIN and activate your card. You will need your: - Card number from the front of your Ohio DIRECTION Card - Social Security Number - Birth Date Choose a PIN that is easy for you to remember, but hard for someone else to guess or figure out if you lose your card Never tell anyone else, including a grocery store cashier, your secret PIN Never write your PIN on your card or card sleeve DO NOT write your PIN on anything you carry with you like your wallet or purse in case it is lost or stolen. How do I protect my Ohio DIRECTION Card and food assistance also known as SNAP benefits? If your Ohio DIRECTION Card is lost or stolen call Customer Service immediately. Your benefits will be protected as soon as you report it lost or stolen and a new card with your remaining benefits will be issued to you. When entering your PIN to make a purchase, be sure no one else can see what number you are entering. If someone else learns your PIN and uses your card and PIN to use your benefits, your benefits will not be replaced. If you think someone else has learned your PIN, call Customer Service immediately to choose a new PIN. Your Ohio DIRECTION Card and benefits will not change.