Table of Contents>>Problems
with your QUEST Card>>
Problems with your QUEST Card
If your QUEST card does not work, call QUEST Customer Service. If you still need help, contact your agency. You should also call QUEST Customer Service if you get an error message at the grocery store that you do not understand.
Examples of error messages you could get are:
Card not on file — Contact QUEST Customer Service.
Insufficient balance — You have tried to spend more than you have in your account. You can put back some of your groceries or pay for the rest with your own money.
Invalid PIN — You have entered the PIN wrong. If you enter the wrong PIN three times on the
same day, a “lock” is put on your card until the next day.
Inactive card — If this is your first card, you must select a PIN before it can be used. Call QUEST Customer Service to select a PIN.
Taking Care Of Your Card
Keep your card safe.
Keep your card clean.
Take care of your card like you would a credit card.
Keep the magnetic stripe clean and free from scratches.
Store your card in a wallet or purse.
Keep your card away from magnets such as purse or handbag clasps, televisions, etc.
Bend or twist your card.
Use your card to scrape windshields, etc.
Tell anyone your PIN, including the store clerk.
If Your Card is Lost or Stolen
As soon as you know you have lost your QUEST card or it has been stolen, call QUEST Customer Service. Your card will be cancelled when you call. If someone uses it before you call to cancel your card, your benefits will not be replaced. Once your card is reported lost or stolen no one will be able to use your card. A new card will be mailed to you on the next business day.
If Your Card is Damaged
If your card is damaged or the store must type in your card number, call QUEST Customer Service and ask for a new card.
Using Your Card
If your store does not have a swipe card terminal, you
may not be able to use your QUEST card there (click
here to see an example of the QUEST card). Ask the store manager or
clerk if the store accepts the QUEST card. Most stores that take part in
the FoodShare program will have a Quest® sign on the door.
If the swipe card terminal is not working, the store may
choose to handle the purchase by using a paper form and calling QUEST
If your store chooses to complete a paper form, the
following is required:
The clerk will fill out the paper form with the
QUEST card number
Your name (or FoodShare member's name)
Merchant indentification number
Type of transaction (purchase or refund)
Amount of purchase or refund
Store name and address
The clerk will call QUEST at the number used by the
merchant or store.number for an authorization. If, the authorization
is for a purchase, the clerk will be told whether or not you have
enough benefits in your FoodShare account to purchase your
groceries.Once the clerk receives authorization, the clerk will
write in the date and time of call, the amount authorized and an
authorization approval number.
You will be required to approve and sign the paper
form. You will get a copy of the form for your records.
Please Note: A hold for the amount of purchase
will be placed on your account to make sure the store is able to
complete the transaction and receive payment.
Some small stores, farmers markets or route vendors may
also use a paper form that you will need to sign.
If the swipe card terminal is not working, the store may choose to
handle the purchase by calling QUEST Customer Service.
Some small stores, farmers markets or route vendors may use a paper form that you will need to sign.
Returning a Purchase
If you need to return an item to the store, take the item, store receipt and your QUEST card to the store where you bought the item. The store will put your benefits back into your account. You will be able to use these benefits right away. You will not get cash back.
If You Move
If you plan to move, give the agency your new address before you move. If a card is mailed to your old address, it will not be forwarded to your new address.
If You Move Out of State
If you move out of state, report it to the agency. You should still be able to use any benefits you have on your Wisconsin QUEST card in your new state. If you cannot find a store in your new state that accepts the Wisconsin QUEST card, contact the Wisconsin agency that issued the FoodShare benefits. To keep getting benefits in your new state, you must apply there.
Keep Your QUEST Card
Do not throw away your QUEST card unless you are told to do so or you are sent a new card. You can use the same card if you get benefits in the future.
Please Note: If you get a new card in the mail, you must call QUEST Customer Service, within 15 days to activate your new card. Your old card with be turned off 15 days from when your new card was issued.
Back to Table of Contents
Next — FoodShare Rules
Previous — Personal
Identification Number (PIN)
February 05, 2013