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665 Chapter 3:Processes and procedures • Section 3: Issuance of benefits (07/2026) If the card is damaged on a weekend or outside normal business hours: • The person will then need to make a request to replace the card during normal weekday business hours. Follow the procedures in the ODHS Business Procedures Manual chapter titled Issuing and Replacing an EBT Card. Before issuing a replacement, the card issuer must verify the individual’s identity and ensure the old card is no longer active. When the individual gets a new card, they can use their old PIN or select a new one. If someone finds a lost card, it should be returned to the address on the back of the card. The card will then be destroyed. Cards returned to branch offices should be destroyed and logged in the destruction log Cards left in automated teller machines (ATMs) will not be returned to individuals and must be replaced by a branch. Forgotten or compromised PINs; EBT Participants have three options to get a new PIN number. They may: • Bring their Oregon Trail Card to the closest ODHS or OHA office to request a new pin. • Call the toll-free customer service number at 1-888-997-4447 and ask for their PIN to be changed. • Go online to www.ebtEDGE.com and change their PIN. The eFunds/FIS system keeps track of the number of times an incorrect PIN is used during the day. Anytime an individual tries to use the EBT card and enters an incorrect PIN, the transaction is rejected and the number of “PIN fails” increases. If a person fails to enter the correct PIN four times in one calendar day, the card/PIN is locked up. The hold will be released after midnight. If the individual does not know their PIN or cannot wait until the next day, they can select a new PIN through Customer Service or they can go into their local office to select a new PIN. It is not necessary to cancel the EBT card to assign a new PIN. If the individual successfully uses their PIN after fewer than four failures, the PIN fail number resets to 0. It also resets every day at midnight. If an individual forgets their PIN or believes someone else knows what it is, they should call eFunds/FIS Customer Service to report it. eFunds/FIS Customer Service staff will assist them in selecting a new PIN. Access to benefits via EBT Cash benefits Individuals and their alternate payees may access cash benefits (including SNAP cash-out benefits) in two ways, through POS devices at some retailers displaying the “Oregon Trail Card Accepted Here” sign and at participating ATMs. As retailers sign up to participate in the Oregon Trail Card project, they decide what amount of cash they will allow an individual to withdraw per visit using the POS device. Each store will have their own policy, so the individual should ask how much cash they can get back, and if they can do cash-only withdrawals. Individuals will not be charged for a cash purchase or a purchase with cash back. They have two free POS cash-only withdrawals each month. After the two free withdrawals, there will be an 85-cent charge for each subsequent withdrawal in a calendar month. Retailers can sell individuals money orders at a minimal fee, for all or part of their cash benefits. This would count as a purchase, not one of the two free withdrawals. This option provides a good solution to both the individual and retailers because the individual does not leave the store with large amounts of cash, and the retailer reduces security issues by not being required to keep large amounts of cash on hand.