The Federal authority that allows for the replacement of SNAP benefits stolen through electronic benfit theft such as card skimming and cloning ends September 30, 2024. CDHS is not allowed to replace SNAP benefits for theft that occurs after September 30, 2024.
You can still file claims for the replacement of SNAP benefits stolen through electronic benefit theft after September 30, 2024, as long as the theft occurred on or before September 30, 2024, and the claim is filed within 30 days after you learned the benefits were stolen.
This does not impact claims for Adult Financial and Colorado Works benefits.
The Colorado Electronic Benefits Transfer (EBT) program delivers Supplemental Nutrition Assistance Program (SNAP) and Cash Assistance payments to recipients of those programs. SNAP is distributed to a Colorado EBT card, also known as the Colorado Quest card. Cash benefits are distributed either to the EBT card, a personal bank account or to a prepaid KeyBank debit card via direct deposit.
Show your EBT card for discounts on tickets at museums and cultural centersIndividuals and families who participate in the Supplemental Nutrition Assistance Program (SNAP) are also eligible to enjoy deeply discounted admissions to museums and cultural centers throughout the state just by showing their EBT card when purchasing tickets. In addition, some organizations are offering discounts for the services they provide.
An EBT card, also known as the Colorado Quest card, allows Supplemental Nutrition Assistance (SNAP) 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. Funds are accessed by using a personal identification number (PIN) set by the cardholder. The PIN is what keeps benefits safe; for more information see “How do I protect my benefits on my EBT card?” below. If the card is lost, stolen or damaged, it can be replaced by calling EBT Customer Service at 1.888.328.2656 or 1.800.659.2656 (TTY).
How do I use my EBT card?
Before you complete the purchase, it is important to know the balance on your EBT account. The following steps can be followed to use your EBT card:
The above steps may be slightly different for each type of POS terminal, but the cashier can help you if needed.
Watch a short video on using your EBT card:
SNAP Benefits or Cash Assistance will be posted to your EBT account upon the approval of your application. For ongoing benefits please see the Benefit Issuance section on the EBT card brochure (English or Spanish).
Can I use my EBT card in another state?
You can use your EBT card at any authorized retail location in the U.S. that displays the EBT or Quest logo. Colorado may block transactions in certain cities/states if fraud is detected, and you may be required to call to have your card unlocked for those locations. Click here for more information.
Wyoming uses a different EBT card, called Smartcards. If you need to use your EBT card in Wyoming, do so at the larger chain stores that have their own equipment to process both types of EBT cards.
How can I check the balance of my EBT card?
The easiest way to know your account balance is to keep your receipts. If you don’t have your receipts, you may check your balance via one of the following:
You can check your balance as often as you like.
Do I have to use all of my benefits the month I get them, or will they be carried over into the next month?
Any benefits left at the end of the month will be carried over into the next month. Benefits not used will be removed from the card after 274 days (9 months). Contact your local county human services office if you have any questions regarding your benefits.
What should I do if my EBT card is lost, stolen or damaged?
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:
If you cannot locate the card:
You can protect your benefits by freezing your EBT card to prevent new purchases, PIN changes, and ATM transactions. You can access this feature at any time by:
You can also block out-of-state or online transactions using the ebtEDGE mobile app or Cardholder Portal.
Additional ways to protect your benefits:
If you suspect suspicious activity related to your EBT account, immediately call EBT Customer Service at 1.888.328.2656 (1.800.659.2656 — TTY) for more information or to order a new EBT card.
How do I protect my benefits from EBT scams?
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.
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. If possible, report it to your local county human services office and then ignore it.
The state, the county and our EBT vendor, FIS, would never send communications requesting that you provide personal information such as your card number and PIN.
How do I report fraud on my EBT card?
If you suspect suspicious activity related to your EBT account:
Buying, selling, or otherwise misusing SNAP benefits is a federal crime. To report suspected abuse, visit www.usda.gov/oig/hotline.htm or call 1-800-424-9121.
Can I manage my EBT account online?
Register your EBT card and manage your EBT account via the ebtEDGE mobile app or the Cardholder Portal.
To manage your benefits or apply for benefits online log on to Colorado PEAK or download the MyCOBenefits app by searching for MyCOBenefits in the App Store on your mobile device.
How do I change my address on my EBT account?
Contact your local county human services office to report your new address and if needed, request a replacement EBT card. Addresses cannot be updated by calling the EBT Customer Service number that is listed on the back of your card.
Can I make online purchases with my EBT card?
Yes, some retailers have been approved through Food and Nutrition Services (FNS) to provide online purchasing with an EBT card. Visit the FNS website for a list of retailers that accept SNAP EBT online.
My benefits were not deposited into my EBT account this month. What should I do?
Contact your local county human services office or log on to Colorado PEAK for information regarding your benefits.
How do I change the PIN on my EBT card?
There are two options:
For step-by-step instructions, please click here.
You can change the PIN as often as you'd like.
For more information on PIN safety, see “How do I protect my benefits on my EBT card?” (above).
How can I dispute an EBT transaction/ATM mis-dispense?
If a retailer overcharged your EBT card or the ATM did not dispense your cash funds, you can file a transaction dispute. A transaction dispute can only be filed for a transaction that occurred as a result of a system error, causing your EBT card and the point-of-sale or ATM device to be out-of-balance.
The steps to file a transaction dispute can be found here. You have 90 calendar days to file the dispute; however, you should file the claim right away. The EBT Customer Service representative will provide you with a case/claim number and additional information regarding the investigation/claim process.
Please note that EBT Customer Service cannot file a transaction dispute if you are calling to report fraudulent activity on your EBT card. For more information about reporting fraud, see “How do I report fraud on my EBT Card?” (above).
Colorado does not allow hot and prepared food items for immediate consumption to be purchased with SNAP benefits. View a full list of SNAP-eligible food items here.
For additional information, visit the SNAP page.
I received a letter stating that I used my EBT card at a prohibited location. What is considered a prohibited location and who can I speak to about this notification?
Your Colorado EBT card can be used for purchasing groceries and withdrawing cash from ATMs, but there are several types of establishments where EBT card use is strictly prohibited. Click here for more information.
Contact your local county human services office or log on to Colorado PEAK for information regarding your benefits.
How do I withdraw my cash from my EBT card?
Cash can be used at any authorized retailer to make a purchase, get cash back with a purchase or to withdraw funds from an ATM with the EBT or Quest logo. There is a 32-cent fee each time you withdraw cash from an ATM; any additional ATM surcharge may apply.
Some retailers may allow cash withdrawals by going to the customer service desk.
If you are currently receiving cash payments via direct deposit to your bank account and you have questions about your payment, contact your local county human services office.
EBT cardholders: To enroll, update or remove direct deposit bank account information, download the Client Direct Deposit Enrollment form, read through the instructions, and submit the form.
Providers: To enroll, update or remove direct deposit bank account information, download the Provider Direct Deposit Enrollment form, read through the instructions, and submit the form.
KeyBank prepaid debit card: What do I need to know?
If you are currently using a KeyBank prepaid debit card to access your cash payments and you have questions about managing your KeyBank prepaid debit card account or to order a replacement card, please contact Key2Benefits Customer Support directly. You cannot go into a KeyBank branch office for assistance. More information is available in English or Spanish.
EBT cardholders: If you are receiving cash assistance benefits and are interested in using the KeyBank prepaid debit card, review and complete the Client KeyBank Enrollment form.
