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Wisconsin QUEST Card

QUEST Card Frequently Asked Questions

This is a copy of the brochure for basic information on the Wisconsin QUEST Card and will answer many questions you may have about the Wisconsin QUEST Card.

What is the Wisconsin Electronic Benefits Transfer (EBT) Program?
The Wisconsin EBT Program is an Electronic Benefits Transfer (EBT) system. Wisconsin EBT replaces food stamp coupons with a plastic card called the Wisconsin QUEST card. You can use your QUEST Card at the Point-of-Sale (POS) machines to buy eligible groceries at stores taking part in the Wisconsin EBT Program.

When do I get my FoodShare benefits?
Benefit distribution is based on 8th digit of your Social Security number:

Your benefits will be available on your specified date-even if it falls on a weekend or holiday.

How do I get my FoodShare benefits with the QUEST Card?
Each month you are eligible for FoodShare benefits, your benefits will be added to your QUEST Card account automatically. The exact date on which you'll receive your benefits is based on the 8th digit of your Social Security number. As your monthly benefits are added to your QUEST card, the balance on your card will go up. As you use your benefits, the balance goes down.

What does my Quest Card look like?
Your QUEST Card is a plastic card. It has the Wisconsin QUEST name, your card number, and your name on it. To view the QUEST Card image, click the following link: QUEST Card Image.

What is a PIN?
PIN stands for Personal Identification Number. A PIN is the four-number secret code you choose when you get your QUEST card. The PIN is how the computer knows you.

How do I remember my PIN?
Choose four numbers that are easy for you to remember, but hard for someone else to figure out. Keep your PIN secret. Don't write your PIN on your card or your card carrier. Don't keep your PIN in your wallet or purse.

How do I use my Quest Card?
At the checkout lane, tell the clerk that you're using your QUEST Card. Once your card has been swiped through the POS terminal (either by you or the clerk), you enter the PIN. The PIN allows you to use the card.

What if I forget my PIN?
If you are in the grocery store and enter the PIN, you have two more chances that day to enter the right PIN. If you don't enter the correct PIN by the third try, a "lock" is put on your card and you will not be able to use the card until the next day. If you can't remember your PIN, call the Customer Service Automated Response Unit (ARU) at 877-415-5164, and choose a new PIN. You also need to choose a new PIN if you think someone else knows your PIN. You should always know your PIN before you go to the grocery store.

How do I take care of my Quest Card?

• Keep your QUEST Card safe
• Keep your QUEST Card clean
• Take care of your card like you would a credit card
• Don't bend or twist the card
• Only use the card to get your groceries. Don't use it to scrape windshields, open door locks, etc.
• Keep the magnetic stripe clean and free from scratches. Store the QUEST Card in a wallet or purse.
• Keep the card away from magnets (i.e., handbags, clasps, TV's, etc.)
• Follow the instructions of the store clerk when using the card
• NEVER tell your PIN to anyone, including the grocery clerk.

What if I forget my card when I go to the grocery store?
You can't use your FoodShare benefits to buy food without your QUEST Card and your PIN.

What if I lose my QUEST card?
If your QUEST Card is lost, stolen or damaged, call the Customer Service ARU at 877-415-5164, to report it. A new card will be mailed to you on the next business day. No one will be able to use your card once you report it missing.

How long will it take to get a new QUEST Card?
Once you report your card as lost or stolen, a new card will be mailed to you on the next business day.

How will I know the balance of my QUEST Card account?

• Keep your receipts, they show your balance.
• Call the Customer Service ARU at 877-415-5164. Always know your balance before you go to shop. Some stores may have a special POS device located at the the customer service counter that may be used to check your balance before you go to the checkout lane.

Where can I shop with my QUEST Card?
Probably where you can shop now. All stores that take the Wisconsin QUEST Card should have a "QUEST" sign on the door.

Can someone else shop for me like they do now?
Yes, you can let someone else use your card to buy food for you. But be careful. Once you tell someone your PIN and give them your card, they could use ALL of your benefits. These benefits will NOT be replaced. You may contact your worker and designate an "authorized buyer" who will then be given a card and PIN of their own.

What if my card won't work?
If your card does not work, keep the receipt, call the Customer Service ARU at 877-415-5164, and ask for help. Do the same if you get an error message you don't understand.

What if I get an error message from the POS?
Here are some error messages you could get on the POS terminal in the store:

• Card Not On File: If you get this message, contact Customer Service.

• Invalid PIN: If you get this message, you have entered your PIN incorrectly two times. If you don't enter the correct PIN by the third try, a "lock" is put on your card and you won't be able to use your card until the next day. If you can't remember your PIN, call Customer Service and choose a new one.
  
• Insufficient Balance: Before you shop, check your balance, if you get this message, you have tried to spend more than your balance in your QUEST Card account. Before you shop, check your balance. If your groceries cost more than your balance, you can put back some or pay for the rest in cash.

What if my store does not have a POS terminal or the POS terminal is not working?
If your store does not have a POS terminal, you may not be able to use your Quest Card there; ask the store manager or a clerk if the store accepts Wisconsin QUEST Card. Some retailers (small stores, farmer's markets or route vendors) may use a paper form that you will need to sign. If a POS terminal is not working, the store may decide to handle your purchase by calling Customer Service to get the information they need to let you buy your food; some retailers may limit the purchase amount of $40.00.

What if I don't want to use all of my benefits in one month?
The FoodShare benefits you don't use stay in your QUEST Card account until you use them. If you don't use your card for 365 days, all your benefits will be removed from your account.

How do I take something back to the store? Can I get cash back?
Take the item, receipt and your card back to the store. The store will issue a credit to your FoodShare account which will be available to you immediately. You will NOT get cash back.

What if I plan to move or change my address?
Call your worker.

What if I have questions about my QUEST Card?
Call the Customer Service ARU at 877-415-5164. This line is open 24 hours every day for your questions. TTY Telecommunication Relay Service for Hearing/Speech Impaired: 800-947-3529.

When should I call customer service?

• Call right away if your QUEST Card is lost or stolen. Always call the minute you find out your card is gone.
• Call if your QUEST Card is damaged
• Call when you need your QUEST Card balance.
• Call to select a new PIN or to change your PIN
• Call if you have questions or need help with your QUEST Card

In accordance with Federal law and U.S. Department of Agriculture policy, this institution is prohibited from discriminating on the basis of race, color, national origin, sex, age, religion, political beliefs or disability.  

To file a complaint of discrimination, write USDA, Director, Office of Civil Rights, 1400 Independence Avenue, S.W., Washington, D.C. 20250-9410 or call (800) 795-3272 (voice) or (202) 720-6382 (TTY).  USDA is an equal opportunity provider and employer.

Last Revised: July 03, 2008