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664 Chapter 3:Processes and procedures • Section 3: Issuance of benefits (07/2026) During PIN selection, ODHS|OHA will advise the individual to keep their PIN secret and not share it with anyone. In addition, ODHS|OHA will inform the individual of the need to call eFunds/FIS Customer Service as soon as they discover their card is missing or they have compromised their PIN. A PIN is compromised anytime the payee feels someone else may know the number. ODHS|OHA will direct the individual to call the eFunds/FIS customer service number and not a local branch office. When an individual has reported a card lost or stolen, eFunds/FIS Customer Service staff will deactivate the card. This will prevent anyone from using the card to obtain benefits. If the individual comes into a local branch with their current EBT card they state is damaged and, staff have verified it is the card currently assigned to the individual, the local branch may issue a replacement card out of the office. Please refer to EG “EBT Card Issuance & Navigating EBT Screens” for replacement criteria from SFO. EBT cards by mail Some individuals may not be able to come into the office to obtain an Oregon Trail Card for a reason such as medical issues. In addition, with the increased number of applicants and recipients applying for benefits online and the ability to conduct an eligibility interview over the telephone, an individual may need to have the Oregon Trail Card mailed to their home. These cards will be mailed by the branch, not the EBT Replacement Unit. The card issuer must follow the steps outlined above, except: • Write “mailed” in place of the individual signature on the Oregon Trail Card Issuance Log (DHS 0248). • Do not assign a personal identification number (PIN). • Place the EBT card and How to Use Your Oregon Trail Card brochure (DHS 0208) in an envelope and send to the mailing address of the individual. • Inform the individual, when they receive the Oregon Trail Card they must call the eFunds/FIS/FIS Help Desk or go online at www.ebtEDGE.com to select a PIN. The toll-free customer service telephone number and website are printed on the back of the Oregon Trail Card. Replacing lost, stolen or damaged EBT cards If the card is lost, stolen or damaged on a weekday during business hours a person may receive a replacement card by making a request via: • A call to the toll-free Oregon Trail Card Replacement Line at 1-855-328-6715. The Replacement Line is open Monday through Friday from 8:30 a.m. to 4:30 p.m. Replacement cards are sent by mail and typically arrive within five business days. • A local ODHS or AAA office. Please refer to EG “EBT Card Issuance & Navigating EBT Screens” for replacement criteria from SFO. If the card is lost or stolen on a weekend or outside normal business hours: • The card may be reported as lost or stolen by calling the toll-free Oregon EBT Customer Service Help Line at 888-997-4447 to cancel the card and protect the remaining benefits. The Help Line is open 24-hours a day, seven days a week. • The person will then need to make a request to replace the card during normal weekday business hours.