QUEST Card > Frequently Asked Questions
Wisconsin QUEST Card
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Using Your QUEST Card
Your Wisconsin QUEST card can be used to buy groceries, at swipe card
terminals at stores taking part in FoodShare. It is a plastic debit
card with your name, card number and the Wisconsin QUEST logo on it.
You must have your QUEST card with you at the store to purchase food
using your FoodShare account.
Choosing a Personal Identification Number
When you receive your QUEST card, you will be asked to select a
personal identification number (PIN) that must be used to access your
benefits when using your QUEST card. You will choose four numbers that
are easy for you to remember but hard for someone else to figure out.
Keep your PIN a secret. Do not write your PIN on your card, your card
carrier or keep your PIN in your wallet or purse.
Using Your QUEST Card
You can use your benefits to buy food at some farmers markets and at
grocery stores that have the Quest® sign.
Your benefits will be put into your FoodShare account using an
Electronic Benefits Transfer (EBT) system. You can spend them by using
your Wisconsin QUEST card.
Your QUEST card lets you use your benefits at the swipe card
terminals in the check-out line in food stores. You use your card like a
debit card and there is no fee to you.
At the checkout lane, tell the clerk that you are using your QUEST
card. Once your card has been swiped through the terminal at the check
out counter, either by you or the clerk, you will enter your PIN. The
PIN allows you to use your card.
Each month, you may use your QUEST card as often as you want and
spend as much of your benefits as you want. You can leave as many
benefits in your account as you wish at the end of each month to use in
the following month. You may use your QUEST card as often as you want
and spend as much of your benefits as you want each month. At the end of
each month, you can leave as many benefits in your account as you want.
Keep in mind that any benefits not used after 365 days, will be removed
from your account.
When Benefits are Deposited
Each month that you are enrolled in FoodShare benefits, your benefits
will be automatically deposited to your QUEST card account. The date
that they are deposited is based on the 8th digit of your Social
Security number (SSN).
|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.
You should always know the balance in your account before you shop.
If you do not know your balance, you can call QUEST Customer Service at
You should get a printed receipt at the time you make a food purchase
with your QUEST card. The receipt will show the balance in your account.
If you do not get a printed receipt, ask for one.
Authorized Buyer and Alternate Payee
You can choose an authorized buyer to help you use your FoodShare
benefits. In addition to the card you receive, the authorized buyer will
receive a QUEST card with his/her name on it, and will have access to
your FoodShare benefits to purchase food for your household.
You may also choose an alternate payee to use FoodShare benefits on
your behalf. The alternate payee will receive a QUEST card with his/her
name on it. You will not receive a QUEST card.
Once you tell someone your PIN and give them your card, they could
use any or ALL of your benefits. These benefits will NOT be replaced.
You may contact your worker to designate an “authorized buyer” or
You can cancel access to your QUEST card account that you have
granted to others at any time. To cancel access to your account, call
QUEST Customer Service.
Problems With Your QUEST Card
If your QUEST card does not work, call the QUEST Customer Service
Help Line. If you still need assistance contact your agency worker.
If You Forget Your PIN
If you do not remember your PIN, call QUEST Customer Service and
choose a new PIN. You also should select a new PIN if you think that
someone else knows your PIN. If you are in the grocery store and enter
the wrong PIN, you have two more chances that day to enter the right
PIN. If you do not enter the right PIN by the third try, a “lock” is put
on your card and you will not be able to use your card until the next
Error Messages You Could Get When Using your QUEST Card At The Check
Call QUEST Customer Service if you get an error message when using
your QUEST card at the check out counter that you do not understand.
Examples of error messages you could get are:
- Card not on file — If you get this message, contact the
QUEST Customer Service Help Line.
- Invalid PIN — If you get this message, you have
entered your PIN incorrectly. If you do not enter the correct PIN on
the third try, a “lock” is put on your card until the next day. If
you cannot remember your PIN, call the QUEST Customer Service Help
Line and choose a new PIN.
- 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. If your groceries cost more
than your balance, you can put back some groceries or pay for the
rest in cash.
- Inactive card — If this is your first card, you must
select a PIN before it can be used. Call the QUEST Customer Service
Help Line to request a PIN.
If Your Card is Lost or Stolen
You must immediately report a lost or stolen QUEST card to 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. It is important to call immediately. Once your card is
reported lost or stolen a new card will be mailed to you on the next
If Your Card is Damaged
If your card is damaged or the store must manually key your card
number each time you use your card, call the Customer Service Help Line
and request a replacement card.
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 it was purchased. The
store will issue a credit to your QUEST card account. This credit will
be available to you immediately. You will not get cash back.
If You Move
If you plan to move, contact your FoodShare worker to report your new
address. 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, you should still be able to use any
remaining balance 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 continue receiving benefits in your new state, you must apply there.
Taking Care Of Your QUEST Card
- Keep your QUEST card safe.
- Keep your QUEST card clean.
- Take care of your QUEST card like you would a credit card.
- Do not bend or twist your QUEST card.
- Do not use your QUEST card to scrape windshields, open door
- Keep the magnetic stripe clean and free from scratches.
- Store your QUEST card in a wallet or purse.
- Keep your QUEST card away from magnets such as handbag clasps,
- Follow the instructions of the store clerk when using your QUEST
- NEVER tell anyone your PIN, including the store clerk.
For More Information:
- Contact QUEST Customer Service Help Line at 1-877-415-5164, or
- Go to dhs.wisconsin.gov/foodshare or dhs.wisconsin.gov/em/CustomerHelp
Information provided in is general. To find out more detailed
information regarding FoodShare, please contact your local county or
The Department of Health Services (DHS) is an equal opportunity
employer and service provider. If you have a disability and need to
access this information in an alternate format, or need it translated to
another language, please contact (608) 266-3356 (voice) 1-888-701-1251
(TTY). All translation services are free of charge.
The U.S. Department of Agriculture prohibits
discrimination against its customers, employees, and applicants for
employment on the base of race, color, national origin, age, disability,
sex, gender identity, religion, reprisal, and where applicable,
political beliefs, marital status, familial or parental status, sexual
orientation, or all or part of an individual’s income is derived from
any public assistance program, or protected by genetic information in
employment or in any program or activity conducted or funded by the
Department. (Not all prohibited bases will apply to all programs and/or
If you wish to file a
Civil Rights program complaint of discrimination, complete the USDA
Program Discrimination Complaint Form, found online at
http://www.ascr.usda.gov/complaint_filing_cust.html, or at any USDA
office, or call (866) 632-9992 to request the form. You may also write a
letter containing all of the information requested in the form. Send
your completed complaint form or letter to us by mail at U.S. Department
of Agriculture, Director, Office of Adjudication, 1400 Independence
Avenue, S.W., Washington, D.C. 20250-9410, by fax (202) 690-7442 or
Individuals who are
deaf, hard of hearing or have speech disabilities may contact USDA
through the Federal Relay Service at (800) 877-8339; or (800) 845-6136
USDA is an equal opportunity provider
February 12, 2014