Social Services

AVOID THE LINE – APPLY ONLINE! CommonHelp is Coming!!

Did you know that you can now apply for benefits and check the status of your benefits online?  CommonHelp is a new service that allows you to do just that!  Please visit the CommonHelp website for more information and step by step instructions at https://commonhelp.virginia.gov/access! 

Frequently Asked Questions - SNAP - Supplemental Nutrition Assistance Program

Who is eligible for SNAP? 

When do I get my SNAP benefits? 

How do I get my SNAP benefits with the Virginia EBT Card? 

What is a PIN? 

What if I forget my PIN? 

Where can I shop with my EBT Card? 

What if I forget my card when I go to the grocery store? 

What if I get an error message when I am trying to check out? 

How can I check my balance? 

What if I lose or damage my EBT Card? 

Will I be charged for a replacement EBT Card? 

What if I don’t want to use all of my benefits in one month? 

What if I plan to move or change my address? 

What if I have questions about my EBT card? 

Who is eligible for SNAP? 
Anyone who meets the established income and resource limits may be eligible for SNAP.  Click here to use the CommonHelp "Am I Eligible" function. 

When do I get my SNAP benefits? 
If you are approved and remain eligible, your ongoing benefits will be available on a staggered schedule according to your case number.

How do I get my SNAP benefits with the Virginia EBT Card?

Each month that you are eligible for SNAP benefits, your benefits will be added to your Electronic Benefits Transfer (EBT) card automatically.

What is a PIN?
PIN stands for Personal Identification Number. Your PIN is a four-digit number you must use with your EBT card. The PIN is how the computer matches the card to your account and you.  

Cardholders must keep their PIN a secret. Their PIN should never be shared with anyone. The PIN should not be written on the EBT card or on any piece of paper that is kept in the same place as the card. If someone gets the EBT card and knows the PIN, that person can spend all the money in a person's food stamp account. If that happens, the money will not be replaced.

What if I forget my PIN?
If you are in the grocery store and enter the wrong PIN, you have three more chances that day to enter the correct PIN. If you do not enter the correct PIN on the fourth try, a “lock” is put on your account and you will not be able to use your card until the next day. If you cannot remember your PIN, contact the Customer Service Help Line at 1-866-281-2448 to create a new PIN.

Where can I shop with my EBT Card?
All stores that accept the EBT card should have a “Quest” sign on the door. If you do not see these signs, ask the store manager or a clerk if they accept EBT before you start shopping.

What if I forget my card when I go to the grocery store?
You cannot use your SNAP benefits to buy food without your EBT card and PIN.

What if I get an error message when I am trying to check out?
There are three error messages that could come up on the Point of Sale Terminal when you are trying to check out:

1. CARD NOT ON FILE: If you get this message, call the customer service help line at 1-866-281-2448.
2. INVALID PIN: If you get this message, you have entered your PIN incorrectly. If you do not enter the correct PIN by the fourth try, a “lock” is put on your account.
3. INSUFFICIENT BALANCE: Before you shop, check your balance. You can check you balance by calling the toll free Customer Service Help Line at 1-866-281-2448 or by clicking here.  If you get this message, you have tried to spend more than the balance on your EBT card. If your groceries cost more than what you have on your card, you can put some of the items back or pay for the rest another way.

Any time you get an error message that you do not understand, call the toll free Customer Service Help Line at 1-866-281-2448.

How can I check my balance?
You can check your balance online at https://www.ebt.acs-inc.com/, call the toll-free Customer Service Helpline at 1-866-281-2448, or by calling your local department of social services.

What if I lose or damage my EBT Card?
If your EBT card is lost, stolen, or damaged, call the toll-free Customer Service Help Line at 1-866-281-2448 to report it. A new card will be mailed to you on the next business day.  If you are unable to wait for a new card to be mailed to you due to an emergency, you can contact your worker to request a new card.

Will I be charged for a replacement EBT Card?
Yes, a $2.00 replacement fee will be charged and will be deducted from the balance on your EBT Card.

Will my PIN change if I receive a replacement card?
No, the PIN will stay the same unless you request that it be changed.

What if I don’t want to use all of my benefits in one month?
The SNAP benefits you do not use stay on your EBT card for one year from the date you receive them.  However, if you don’t use your card for 90 days, your benefits will be frozen and you must contact your worker to re-activate your account.

What if I plan to move or change my address?
Call your case worker. You must always report changes in your address, living arrangements, and/or income to your worker.   Change of Address Form 

What if I have questions about my EBT card?
Call the toll free Customer Service Help Line at 1-866-281-2448. This line is open 24 hours, every day, for your questions.