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Title 7: SNAP Page 32 Iowa Department of Health and Human Services Employees’ Manual Chapter A: Administration Electronic Benefit Transfer Revised June 20, 2025 Establishing Cardholders At least 30 days before the disqualification begins, send a written notice to the affected household and to the authorized representative. Include in the notice:  The proposed action.  The reason for the proposed action. The household’s right to request a hearing. Replacement EBT Cards There is no charge to the cardholder for replacement Iowa EBT cards and no limit on the number of replacements a cardholder can have. A cardholder can request a replacement card from the EBT customer service or from HHS. Do not refuse requests for a replacement card. If a cardholder requests a replacement, do not refer the cardholder to the EBT customer service to request the replacement card. EBT customer service uses the information displayed on the EPPIC® system to verify a cardholder’s identity. If a cardholder gives customer service information different than the information on EPPIC®, customer service will not replace the card. Example:

1. Household A has recently moved to another county. The cardholder gives customer service the new address when requesting a replacement card. HHS has not yet received or updated the address, so the information given by the cardholder and EPPIC® do not match. Customer service deactivates the lost or stolen card and refers the cardholder to HHS to get a replacement card. 2. Same as example 1, except that the household moves to Illinois. The response is the same. There is no prohibition against mailing EBT cards out of state. If the SNAP case is open, update the information in ABC to reflect household changes. Issue a replacement card through EPPIC® entries. ABC cannot be used to update information on EPPIC® when the SNAP case is closed. If the case is closed, update the information on ABC as appropriate. At the same time, update the information directly in EPPIC®. Issue the replacement card through EPPIC® entries.