QUEST Card > Frequently Asked Questions
Wisconsin QUEST Card
QUEST Card Frequently Asked Questions
This is a copy of the brochure for basic information on
the Wisconsin QUEST Card and will answer many questions you may have
about the Wisconsin QUEST Card.
What is the Wisconsin Electronic Benefits Transfer (EBT) Program?
The Wisconsin EBT Program is an Electronic Benefits Transfer (EBT)
system. Wisconsin EBT replaces food stamp coupons with a plastic card
called the Wisconsin QUEST card. You can use your QUEST Card at the
Point-of-Sale (POS) machines to buy eligible groceries at stores taking
part in the Wisconsin EBT Program.
When do I get my FoodShare benefits?
Benefit distribution is based on 8th digit of your Social Security
|If the 8th
digit of your|
Social Security number is...
FoodShare benefits will be available on your Wisconsin QUEST card on
||2nd of each month
||3rd of each month
||5th of each month
||6th of each month
||8th of each month
||9th of each month
||11th of each month
||12th of each month
||14th of each month
||15th of each month
Your benefits will be available on your specified date-even if it
falls on a weekend or holiday.
How do I get my FoodShare benefits with the QUEST Card?
Each month you are eligible for FoodShare benefits, your benefits
will be added to your QUEST Card account automatically. The exact date
on which you'll receive your benefits is based on the 8th digit of your
Social Security number. As your monthly benefits are added to your QUEST
card, the balance on your card will go up. As you use your benefits, the
balance goes down.
What does my Quest Card look like?
Your QUEST Card is a plastic card. It has the Wisconsin QUEST name, your
card number, and your name on it. To view the QUEST Card image, click
the following link: QUEST Card
What is a PIN?
PIN stands for Personal Identification Number. A PIN is the four-number
secret code you choose when you get your QUEST card. The PIN is how the
computer knows you.
How do I remember my PIN?
Choose four numbers that are easy for you to remember, but hard for
someone else to figure out. Keep your PIN secret. Don't write your PIN
on your card or your card carrier. Don't keep your PIN in your wallet or
How do I use my Quest Card?
At the checkout lane, tell the clerk that you're using your QUEST Card.
Once your card has been swiped through the POS terminal (either by you
or the clerk), you enter the PIN. The PIN allows you to use the card.
What if I forget my PIN?
If you are in the grocery store and enter the PIN, you have two more
chances that day to enter the right PIN. If you don't enter the correct
PIN by the third try, a "lock" is put on your card and
you will not be able to use the card until the next day. If you can't
remember your PIN, call the Customer Service Automated Response Unit (ARU)
at 877-415-5164, and choose a new PIN. You also need to choose a new PIN
if you think someone else knows your PIN. You should always know your
PIN before you go to the grocery store.
How do I take care of my Quest Card?
- Keep your QUEST Card safe
- Keep your QUEST Card clean
- Take care of your card like you would a credit card
- Don't bend or twist the card
- Only use the card to get your groceries. Don't use it to scrape
windshields, open door locks, etc.
- Keep the magnetic stripe clean and free from scratches. Store the
QUEST Card in a wallet or purse.
- Keep the card away from magnets (i.e., handbags, clasps, TV's,
- Follow the instructions of the store clerk when using the card
- NEVER tell your PIN to anyone, including the grocery clerk.
What if I forget my card when I go to the grocery store?
You can't use your FoodShare benefits to buy food without your QUEST
Card and your PIN.
What if I lose my QUEST card?
If your QUEST Card is lost, stolen or damaged, call the Customer Service
ARU at 877-415-5164, to report it. A new card will be mailed to you on
the next business day. No one will be able to use your card once you
report it missing.
How long will it take to get a new QUEST Card?
Once you report your card as lost or stolen, a new card will be mailed
to you on the next business day.
How will I know the balance of my QUEST Card account?
- Keep your receipts, they show your balance.
- Call the Customer Service ARU at 877-415-5164. Always know your
balance before you go to shop. Some stores may have a special POS
device located at the the customer service counter that may be used
to check your balance before you go to the checkout lane.
Where can I shop with my QUEST Card?
Probably where you can shop now. All stores that take the Wisconsin
QUEST Card should have a "QUEST" sign on the door.
Can someone else shop for me like they do now?
Yes, you can let someone else use your card to buy food for you. But be
careful. Once you tell someone your PIN and give them your card, they
could use ALL of your benefits. These benefits will NOT be replaced. You
may contact your worker and designate an "authorized buyer"
who will then be given a card and PIN of their own.
What if my card won't work?
If your card does not work, keep the receipt, call the Customer Service
ARU at 877-415-5164, and ask for help. Do the same if you get an error
message you don't understand.
What if I get an error message from the POS?
Here are some error messages you could get on the POS terminal in the
- Card Not On File: If you get this message, contact Customer
- Invalid PIN: If you get this message, you have entered your
PIN incorrectly two times. If you don't enter the correct PIN by the
third try, a "lock" is put on your card and you won't be
able to use your card until the next day. If you can't remember your
PIN, call Customer Service and choose a new one.
- Insufficient Balance: Before you shop, check your balance,
if you get this message, you have tried to spend more than your
balance in your QUEST Card account. Before you shop, check your
balance. If your groceries cost more than your balance, you can put
back some or pay for the rest in cash.
What if my store does not have a POS terminal or the POS terminal
is not working?
If your store does not have a POS terminal, you may not be able to use
your Quest Card there; ask the store manager or a clerk if the store
accepts Wisconsin QUEST Card. Some retailers (small stores, farmer's
markets or route vendors) may use a paper form that you will need to
sign. If a POS terminal is not working, the store may decide to handle
your purchase by calling Customer Service to get the information they
need to let you buy your food; some retailers may limit the purchase
amount of $40.00.
What if I don't want to use all of my benefits in one month?
The FoodShare benefits you don't use stay in your QUEST Card account
until you use them. If you don't use your card for 365 days, all your
benefits will be removed from your account.
How do I take something back to the store? Can I get cash back?
Take the item, receipt and your card back to the store. The store will
issue a credit to your FoodShare account which will be available to you
immediately. You will NOT get cash back.
What if I plan to move or change my address?
Call your worker.
What if I have questions about my QUEST Card?
Call the Customer Service ARU at 877-415-5164. This line is open 24
hours every day for your questions. TTY Telecommunication Relay Service
for Hearing/Speech Impaired: 800-947-3529.
When should I call customer service?
- Call right away if your QUEST Card is lost or stolen. Always call
the minute you find out your card is gone.
- Call if your QUEST Card is damaged
- Call when you need your QUEST Card balance.
- Call to select a new PIN or to change your PIN
- Call if you have questions or need help with your QUEST Card
In accordance with Federal law and U.S. Department
of Agriculture policy, this institution is prohibited from
discriminating on the basis of race, color, national origin, sex, age,
religion, political beliefs or disability.
To file a complaint of discrimination, write USDA, Director, Office of
Civil Rights, 1400 Independence Avenue, S.W., Washington, D.C.
20250-9410 or call (800) 795-3272 (voice) or (202) 720-6382 (TTY).
USDA is an equal opportunity provider and employer.
Last Revised: September 07, 2010