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662 Chapter 3:Processes and procedures • Section 3: Issuance of benefits (07/2026) Note: Inactivating the alternate payee’s card, instead of deleting the alternate payee, allows historical payee information to remain on EBCAS without allowing that person’s access to the account. • To cancel a card, authorized card issuance branch staff use the EBCRD screen using one of the permanent card status codes listed in the Help Window for the Crd stat field (e.g., card lost, card damaged). Once a card has been canceled, it cannot be reactivated to be used again. Participants may temporarily block access by the alternate payee by calling the eFunds/FIS Customer Service number on the back of their card and having the alternate payee’s card status changed to INACTIVE. The individual can also request an alternate payee’s card be deactivated/canceled if they need to immediately end an alternate’s access. When ODHS|OHA is notified a person with an EBT card has left the household, it is important to cancel the card. If the card is not cancelled and the alternate payee continues to use it after being removed from the case, ODHS|OHA must restore benefits. Oregon Administrative Rule(s) 461-165-0035 – Alternate Payees EBT support eFunds/FIS provides telephone assistance through separate numbers for individuals, ODHS|OHA staff and retailers. eFunds/FIS Customer Service number is an Automated Response Unit (ARU) available 24 hours a day, seven days a week. To reach a person at eFunds/FIS Customer Service 24 hours a day, seven days a week, individuals must stay on the line. This includes individuals who have rotary phones or who need language services other than Spanish or English. Help for individuals For protection of their benefits, individuals should report a lost/stolen card or a compromised PIN as soon as they discover the loss or suspect someone knows their PIN by: • Calling eFunds/FIS Customer Service at 888-997-4447 (to speak to a person), • Using the ebtEDGE mobile app (available in the app stores), or • Contacting ODHS NOTE: If the individual has contacted ODHS and electronic fraud is suspected do not refer them to FIS or the ebtEDGE. The card must be immediately cancelled. See the Business Procedures Manual (BPM), Oregon Electronic Benefit Transfer Card, “Issuing and Replacing an EBT Card” for instructions. Use the information above to educate individuals for future security issues. Using the ARU, individuals can check their benefit balance and review their last 10 transactions; or transfer to a customer service representative to report a card lost, stolen or damaged or to request other assistance. The individual customer service number is printed on the training pamphlet ODHS 0208 (for available languages other than English click here) and on the back of each Oregon Trail Card. The number is 888-997-4447; it is a toll-free call. eFunds/FIS has a variety of bilingual staff. If they do not have someone on staff who speaks the individual’s