Food Stamp (aka EBT, SNAP, or Food & Nutrition Services) Frequently Asked Questions

Will I continue to receive additional benefits at the end of the month (aka supplements or pandemic benefits)?
  • ANSWER: February 2023 was the last month these were issued. As of March 2023, and forward, you will receive your regular 1-time payment on your regular deposit day.
Will I receive any more disbursements of P-EBT benefits for my child(ren)?
When do I receive benefits?
  • You receive benefits based on the last digit of your Social Security Number (SSN) as indicated below. If your head of household does not have an SSN, you will receive them on the 3rd of each month.
How long does it take for an application to be processed? How long will it take to receive my card?
  • ANSWER: When an application is received, it is reviewed for expedited processing (aka Emergency Processing) – if eligible, these are processed within 4 days. If not screened as Expedited, the application will be processed in 25 days (if all required verifications are received) or by the 30th day if items are still needed. Cards are ordered after processing and take 7 to 10 business days to arrive (they ship from out of state).
How do I activate my card? How do I order a new one if it is lost/damaged?
  • ANSWER: Instructions are included in the envelope when your card is shipped to include calling the EBT Customer Services line at 1-888-622-7328 and following the prompts to enter card numbers, you Social Security Number or Date of Birth, and the number you’ve selected as your PIN. You can also call this number to change your PIN or order a new card (as long as your address hasn’t changed – if your address has changed, contact us for assistance).
Can I complete my application or recertification over the phone? Does it have to be in person?
  • ANSWER: Under normal circumstances these cannot be completed over the phone. These currently are approved through June 2023. The state also plans to seek out further and possible permanent implementation of this option though that is not guaranteed. You can submit these online (, mail/fax in, or complete/drop off at the agency. Recertifications are mailed out by the state with a large “SR” on the envelope with a pink form enclosed a week prior to your recertification month. Please Note: If you need an interview, this can be completed by phone once the completed application or recertification is received.
How do I report a change? Submit documents/verifications?
  • ANSWER: To report a Change on your case or submit supporting documents, you can complete these digitally on our website at and select the appropriate button. You can also report a change by contacting your caseworker by phone, report in-person at the agency, or complete the Change form sent with your approval notice and mail/fax/drop off. Supporting documents continue to also be accepted by mail (319 N Graham Hopedale Rd, Suite C, Burlington NC, 27217) /fax (336-290-8651) or in-person via drop off box or reception.
Why hasn’t my call been returned?
  • ANSWER: When calling in the agency, if your caseworker is not able to answer at that time, they may be out of the office, temporarily away from their phones, and/or working on a deadline to ensure timely processing of casework. Please ensure to leave one, clear voicemail with your questions/concern and any other information you feel is important is best resolving your needs. Allow up to 2-3 business days for a return call. While we are not able to answer every call, we strive to make sure all voicemail messages are returned in a timely fashion to best support our clients.
Which household expenses can be given for my case? Which cannot be given?
  • ANSWER: While this list is not exhaustive, we can give expense deductions for housing related expenses (Ex: Rent, Lot Rent, Mortgage, Property taxes and insurance for your home, HOA dues), Utilities (Electricity, Natural Gas, Wood, Kerosene, Propane, Telephone, Water, Garbage), Dependent Care, Medical expenses – some restrictions to apply to these. Reach out to your caseworker if you have any questions. Common expenses we cannot count include car related expenses (such as insurance, payments, gas), internet, and renter’s insurance.
What does this letter mean?
  • ANSWER: While a variety of letters are sent from us or the state, here is a list of the most common and what they mean:
    • Notice of Eligibility, Denial, or Pending Status – sent to let you know the outcome of your application or recertification
    • Change Report Form – sent along with Approval Notices, this form does not need to be returned but is sent to provide you a way to report Changes at any time during your certification period and lets you know which changes are required to report.
    • Notice of Adverse Action – sent if your benefits are being lowered or terminated based on reported changes
    • Effect of Change – sent if your benefits are increasing or if no change in benefits based on reported changes
    • Notice to Food and Nutrition Recipients – SSA/SSI/VA Cost of Living Adjustment (COLA) – sent for anyone receiving on a case that receives social security or veteran’s administration benefits to relay that the COLA increase was automatically added to your case and no action is needed from you in regards to those changes.
  • Report any changes in mailing and/or residence address!

Our mail is considered government mail and will not forward. While we try to find updated addresses to mail items to, if not updated, you may not receive important mail for your case leading to a stop in benefits.
The EBTEdge app can help you keep track of your transactions and benefit history!

★    Did you know you can buy food based seeds and plants with EBT benefits?
○     See more on what you can and cannot purchase with your EBT benefits here: