Protect Your Benefits from Theft

• Freeze your EBT card when not in use. It’s easy to freeze and unfreeze your card by:
  • Logging into the MyCoBenefits mobile app
  • Logging into the ebtEDGE mobile app
  • Logging into the ebtEDGE Cardholder Portal
• Block out-of-state or online transactions by:
  • Using the free ebtEDGE mobile app
  • Logging into the ebtEDGE Cardholder Portal
  • Calling EBT Customer Service at 1-888-328-2656
    (TTY: 1-800-659-2656)
• Check your balance regularly by:
  • Using the free ebtEDGE mobile app
  • Logging into the ebtEDGE Cardholder Portal
  • Calling EBT Customer Service at 1-888-328-2656
    (TTY: 1-800-659-2656)
• If you’re receiving Cash Assistance, switch to direct deposit.
  • Fill out the Client Direct Deposit form to begin receiving your benefits directly in your bank account, rather than on an EBT card.
• Change your Personal Identification Number (PIN) often, especially before new benefits are added.
  • Change your PIN by calling the number on the back of your EBT card or by visiting one of our offices.
• Avoid easy PINs, like 1234 or your birth year.
• Never share your PIN — not even with store employees or officials. The state, Boulder County, and our EBT vendor, FIS, would never send communications requesting that you provide personal information such as your card number and PIN.
• Keep your Social Security Number (SSN) safe. We will never call you or leave a voicemail asking for your SSN. If you call us with questions and don’t know your case ID, we may ask for your SSN to help find your information. But we will never ask for it in a voicemail or an unexpected call.
• Cover your hand when entering your PIN at an ATM or checkout.
• Use your card only at trusted locations. Avoid unfamiliar or non-bank ATMs.
• Be cautious at self-checkouts, which can be targets for theft.
• Limit use at high-risk places like convenience stores or gas stations.

If you believe your benefits were stolen, you should freeze your EBT card to prevent new purchases, PIN changes, and ATM transactions. You can access this feature at any time by:

• Logging into the MyCoBenefits mobile app
• Logging into the ebtEDGE mobile app
• Logging into the ebtEDGE Cardholder Portal

You should also contact Boulder County right away using one of the following methods:

• Call or email your case manager.
• Call Boulder County Human Services at 303-441-1000.
• Visit one of our office locations during open hours:
  • Longmont
    515 Coffman Street, Suite 100
    Monday–Friday, 8 a.m.– 4:30 p.m.
  • Boulder
    3460 N. Broadway
    Monday, Wednesday, Friday, 8 a.m. – 4:30 p.m.
  • Lafayette
    1755 S. Public Road
    Tuesday and Thursday,
    8 a.m. – 1 p.m. and 2 p.m. – 4:30 p.m.

Question: What is an EBT card?

Answer: EBT stands for Electronic Benefits Transfer. An EBT card, also known as the Colorado Quest card, allows SNAP (Supplemental Nutrition Assistance) benefits and some cash assistance funds to be electronically transferred for use. It looks like a credit or bank card and can be used at any authorized store across the country that has the EBT or Quest card logo. In Colorado, SNAP benefits are only issued on an EBT card. Cash benefits are distributed either to the EBT card, a personal bank account, or to a prepaid card via direct deposit. EBT card funds are accessed by using a personal identification number (PIN) set by the cardholder.

Question: How do I use my EBT card?

Answer: Visit the Boulder County EBT Card webpage to learn more about how to use your EBT card.

Question: What should I do if my EBT card is lost, stolen, or damaged?

Answer: If your EBT card is lost, stolen or damaged, call EBT Customer Service at 1.888.328.2656 (1.800.659.2656 — TTY) to report it and order a new card. This is an automated number that will request your 16-digit card number; if you do not have the card number, hold on the line for additional options. Save the EBT Customer Service number to your phone contacts, as it can be useful in the future if you need to order a replacement and check your balance.

If you misplaced your EBT card and want time to look for it, you can freeze your EBT card to prevent new purchases, PIN changes and ATM transactions. You can freeze and unfreeze your card at any time by:

• Logging into the ebtEDGE mobile app
• Logging into the Cardholder Portal

If you cannot locate the card:

• Call EBT Customer Service at 1.888.328.2656 (1.800.659.2656 — TTY) to order a replacement card; or
• Contact your local county office to obtain a replacement card

Question: How do I protect my benefits from EBT scams?

Answer: Phishing, smishing and vishing are all methods of fraud that differ in how scammers contact you. Their main goal is to steal personal details or account information.

• Phishing targets individuals via email or direct messages.
• Smishing is a form of phishing that targets individuals specifically via SMS/text message.
• Vishing targets individuals through phone, robocall, voicemail, voice over internet protocol (VoIP).

For example, you might receive a communication stating that your EBT card has been deactivated and in order to reactivate your card you must provide your 16-digit card number and PIN. The PIN is what protects the benefits on your EBT card. You should never share your PIN information with anyone.

If there is ever a question about if a text, an email, a letter, or a phone call is a scam, assume that it is and do not respond with any personal information. The state, Boulder County, and our EBT vendor, FIS, would never send communications requesting that you provide personal information such as your card number and PIN.