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Title 7: SNAP Page 35 Iowa Department of Health and Human Services Employees’ Manual Chapter A: Administration Electronic Benefit Transfer Revised June 20, 2025 Deactivating an Iowa EBT Card Never delay deactivating a card that is missing. The Department is liable for loss of SNAP from the time of the report of the missing card until it is deactivated. Do not refer someone back to the EBT customer service if the person calls HHS first to report a missing card. Deactivate the card through EPPIC® entries. Advise the person to call the EBT customer service right away the next time it happens. If a cardholder leaves a voice mail message requesting the deactivation of a card, immediately upon retrieval of the voice mail, check EPPIC® to see if the card is still active. Do not assume that because the caller did not reach a person to ask for the deactivation that the caller took action to deactivate the card through EBT customer service. Deactivate the card through EPPIC® entries and issue a new one if appropriate. Document the request for deactivation of the card, including the date of the request and the date and time the request was acted on. EPPIC® tracks the date and time that cards are deactivated. Benefits accessed before the request to deactivate a card cannot be replaced. However, if a request is not timely acted on, benefits used by the secondary cardholder or authorized representative or a person who has unauthorized possession of a card during the delay may have to be replaced at the Department’s expense. See 7-H, Request for Replacement of SNAP. An Iowa EBT card that is deactivated cannot be reactivated. If a cardholder finds a card that was reported as lost or stolen, it will not work. Changes in Household Composition Changes in a household’s circumstances may affect who should continue to have access to the household’s SNAP account. Changes in who should be a cardholder on a SNAP account need to be addressed on a case-by-case basis. Follow normal policy when determining who is removed from the case and who will retain the case. If some members will retain the case for another program’s benefits, those members should also retain the SNAP case. It also may be necessary to close the existing SNAP case and open new cases for newly created households.