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Revision 23-3; Effective July 1, 2023
TANF and SNAP
HHSC staff use the following policies to handle electronic benefit transfer (EBT) related inquiries from households and retailers.
B—381 Retailer Inquiries
Revision 23-3; Effective July 1, 2023
TANF and SNAP
Refer retailers who have EBT questions or need a manual voucher authorization to the Lone Star Retailer’s Help Desk at 877-209-5339.
Refer retailers to the SNAP Retailer Service Center 877-823-4369 or the Food and Nutrition Service website for questions about the U.S. Department of Agriculture (USDA) Food and Nutrition Service (FNS) retailer authorization process.
B—382 Client Inquiries
Revision 23-3; Effective July 1, 2023
TANF and SNAP
Refer a household to the Lone Star Help Desk (800-777-7EBT or 800-777-7328) or to their Your Texas Benefits mobile app if the household contacts HHSC to request information about their EBT account and the question is not about eligibility. Households can call the Lone Star Help Desk or use their Your Texas Benefits account to manage their EBT account to:
- request replacement Lone Star Cards and personal identification numbers (PINs);
- view account transaction history, balances and upcoming deposits;
- freeze and unfreeze their account for theft prevention; and
- file a dispute with the Lone Star Help Desk because of a discrepancy with a retailer.
Note: Only the primary cardholder (PCH) can view the household’s EBT account information in their Your Texas Benefits account.
A household has 90 calendar days from the date the error occurred in an EBT transaction to file a dispute with the Lone Star Help Desk and request an adjustment. The EBT vendor reviews the request and notifies the household of the vendor’s determination. Within 10 business days the EBT vendor must:
- investigate the dispute;
- determine the household's eligibility for an adjustment;
- send the household a written notice informing them of the decision; and
- make the adjustment to the household’s EBT account, if applicable.
If the household disagrees with the vendor’s decision after receiving the written notice, they may contact the HHSC Access and Eligibility Services (AES) Lone Star Business Services (LSBS) Mailbox for a second review.
The household has the right to request a fair hearing.
Related Policy
Advisor Procedures for Expunged Benefits, B-372
Balance Disputes, B-382.2
Fair Hearings, B-1000.
B—382.1 Cardholder Problems Accessing Benefits
Revision 22-1; Effective January 1, 2022
TANF and SNAP
Contact the EBT site coordinator when after card issuance:
- Benefits show in TIERS, but not in the EBT system, and both the card and PIN appear to work properly.
- Benefits show in the EBT system with no benefit number, but the benefits do not show in TIERS.
B—382.2 Balance Disputes
Revision 23-3; Effective July 1, 2023
TANF and SNAP
If the household reports a balance dispute because of unauthorized use on their EBT account, explain they need to:
- call the Lone Star Help Desk (800-777-7EBT or 800-777-7328) to request a replacement card and PIN; and
- go to HHSC local office to complete an unauthorized use replacement request.
If the household reports a balance dispute because of a retailer error, determine if they contacted the Lone Star Help Desk.
- If yes, forward the complaint to the HHSC AES LSBS Mailbox .
- If no, refer the complaint to the Lone Star Help Desk.
Related Policy
Client Inquiries, B-382
B—382.3 Client Problems with Retailers
Revision 23-3; Effective July 1, 2023
TANF and SNAP
Forward a complaint to the HHSC AES LSBS Mailbox when a person reports any problem with a retailer, other than a balance dispute .
B—382.4 Client Problems with an EBT Vendor
Revision 23-3; Effective July 1, 2023
TANF and SNAP
Forward the complaint to the HHSC AES LSBS Mailbox when a person reports a problem with an EBT vendor or the Lone Star Help Desk .