Click on one of the categories below to find answers to some of our most common questions. If you still need help or don’t find your question here, please feel free to contact us.

Processing EBT Transactions

How do I become authorized to start accepting EBT at my store?

You can visit our page How It Works: Accepting EBT/SNAP Payments for the step-by-step instructions and details on becoming a SNAP authorized retailer and processing with goEBT.

Do I have to keep record of EBT transactions?

Yes, it is important to keep a record of transactions from the last 2 years for auditing purposes.

How should I keep a record of EBT transactions?

Normally, every time a successful transaction occurs, the cardholder copy is printed first, torn off, and then the retailer copy is printed. Because of this, you end up with many small receipts that can easily be lost. By configuring the POS device, you can save retailer receipt copies that will be stored in the device, and then print them on one continuous piece of receipt paper at the end of each business day.  (You can also access your transactions from the EBT retailer portal.)

To configure the POS device to save and print receipt copies at the end of the business day, follow the steps here.

How long does it typically take to get reimbursed for EBT POS transactions?

It takes 3-4 business days to get reimbursed for EBT transactions.

Banking/Account Issues

Why am I not receiving my deposits?

There could be a few reasons why you may not be getting your deposits. You will need to contact the support desk at 855.649.7804 with your FNS number for help with your issue.

Why are my deposits short?

There could be a few reasons why your deposits are short. Download this ACH Settlement Procedures fact sheet for help. For further help with your issue, call the support desk at 855.649.7804 with your FNS number.

How do I change my registered bank account information?

First, download and complete both forms below:

Return both completed forms, along with a voided check (savings account information or deposit slips are NOT valid) to goEBT

  • Email to contracts@goebt.com
  • Fax to 1-678-540-4737

If you need to change the bank account that you designated for your monthly service fees or daily settlement deposits, please note that this process must begin within fourteen (14) days of when the actual bank change will occur. You will need to complete both the bank change form and W-9, include a voided check, and return these items per the instructions on the ACH form. It is recommended the old bank account is left open until you see deposits into the new bank account.

What if I need to return my goEBT equipment?

If you’re store is closing or you need to return your goEBT card processing terminal for some other reason, you can complete the Equipment Return Form on the Contact Us page.

How do I update the telephone number or address that is associated with my EBT retailer account?

To change your contact information, you need to contact the USDA office. The USDA office will then contact us with the update.

 

The USDA contact information is as follows:

SNAP Retailer Service Center USDA – Food and Nutrition Service

PO BOX 14500

Washington DC 20044

Tel. 1-877-823-4369

How do I update the name of my establishment?

Once the business name has officially been established, you will need to contact the USDA office to update the information. The USDA office will then contact us with the update.

The USDA contact information is as follows:

SNAP Retailer Service Center USDA – Food and Nutrition Service

PO BOX 14500

Washington DC 20044

Tel. 1-877-823-4369

What do I do if I am the new owner of an existing establishment?

If you have recently taken ownership of an establishment that is using state-supplied POS devices, it is very important to return the POS devices, as they are tied to the previous owner’s bank account. But first, you will need to call the local USDA FNS field office to report the change and apply for a new FNS number.

Once you have your new FNS number, you will then need to contact the Retailer Help Desk for your state (find the number here) to notify them of the change. We will send you a new POS device that is configured with your new FNS number, and a prepaid shipping label to return any old goEBT POS equipment.

How do I become reauthorized through FNS?

You can complete the re-authorization online at the following link:

http://www.fns.usda.gov/snap/reauthorization-application-sign

You will need goEBT’s address to complete the application.  The address is:

1200 Williams Dr. Ste. 1210 | Marietta, GA 30066

Technical Issues

What if my POS device displays an error message?

If the error message you are seeing is one of the following you can find troubleshooting help by clicking here:

  • “Key Sync”
  • “Tampered Device”
  • “No M Key”
  • “Download Needed”
  • “Bad RTC Chip”
  • “Security Alarm”
  • “File Error”
  • “Ram Check Error”
  • “Low Memory”
  • “Waiting for Line”
  • “Do Not Dispense Goods”
  • “C5 OR C1”
  • “E5 or Host Unreachable”
  • “Processor Not Active”
  • “Invalid FNS”

What if my POS device gives me the error message “Denied”, but the cardholder checks their balance and it says that their card has been debited?

Have the customer call the customer service number located on the back of their card, do not dispense the goods.

Manual Vouchers

What are manual vouchers?

Manual vouchers are used to manually process SNAP benefit purchase or return transactions in absence of a POS device, or if the POS device is not working. A manual voucher is a small form that resembles a check completed by the Cashier and the EBT Cardholder, and authorized by calling the Retailer Help Desk for your state (find the number here) at the time of the transaction. The manual vouchers must then be cleared within 15 days of the transaction in order for Retailers to be reimbursed.

Click Here to Order Manual Vouchers In Our Store

How do I use a manual voucher?

  1. The Cashier fills out the voucher information including
    • Date
    • Retailer’s seven-digit FNS number
    • Transaction amount
    • Retail store name & address
    • Cardholder’s name & EBT card number.

**Please note that the transaction amount cannot be altered after the authorization call.

  1. Once the voucher is filled out, it must be authorized by calling the Retailer Help Desk for your state (find the number here) in order to ensure there are enough funds in the cardholder’s EBT account for the transaction. It is very important not to dispense any goods to the cardholder until the Authorization Code is acquired. During this call you will need to provide the following information:
    • Program Type: Food Stamps/SNAP
    • Voucher Type: Purchase/Return
    • FNS Number
    • Card Number
    • Voucher Number
    • Transaction Amount

    At this point, a hold is placed on the cardholder’s EBT account for the amount of the transaction, until the voucher is cleared in order for the retailer to be reimbursed. Once the transaction has been authorized, the customer service representative will issue an Authorization Code. It is very important to write this Authorization Code on the voucher, and both the retailer and cardholder need to sign the voucher.

  2. After the Authorization Code has been noted on the voucher and the voucher has been signed by both parties, goods can then be dispensed to the cardholder. The cashier should then give the cardholder the top copy (white) of the manual voucher, and retain the bottom copy for the retailer’s records for at least 6 months.

However, if the purchase is denied, it is not possible to finish completing the manual voucher. If the purchase is denied because of Non-Sufficient Funds (NSF), you will need to call the Retailer Help Desk for your state (find the number here). The Customer Service Representative will provide directions for completing the purchase. There are two options:

  1. The EBT cardholder can pay the difference between the amount of the purchase and the amount available in the SNAP benefit account.
  2. The EBT cardholder can reduce the amount of the purchase to a total equal to or less than the account balance. The total purchase amount on the manual voucher cannot exceed the amount of benefits available in the EBT Cardholder’s SNAP benefit account.

Click here to order manual vouchers

What if I have to do a manual voucher for an out-of-state cardholder?

If the Cardholder has an out-of-state card and a manual voucher is required to complete the transaction, you will need to call the Retailer Help Desk for your state for assistance (find the number here) with completing the manual voucher and attaining an Authorization Code.

How long do I have to clear the manual voucher?

The manual vouchers must then be cleared within 15 days of the transaction in order for retailers to be reimbursed.

What if a manual voucher is not cleared in 15 days?

The authorization code will expire, and the retailer will not be paid for the food items sold.

In addition, if a manual voucher is not completed properly, it will not be possible to use it in the future as a document of evidence to settle potential disputes with the EBT cardholder or XEROX.

What if I already have an authorization number, but cannot clear my voucher?

There are a few reasons why you may not be able to clear a voucher:

  • approved amount is greater than what was written out on the voucher
  • voucher is for a food purchase, and not a return.
  • voucher number is wrong
  • approval number is wrong
  • card number is wrong
  • FNS number is wrong

If you are still having issues, you will need to call the Retailer Help Desk for your state (find the number here).

How do I order more manual vouchers?

All goEBT customers can order two free packs of manual vouchers per year by using their FNS number or purchase extra manual vouchers by visiting our online store.

How do I process a return from a manual voucher?

To process a return from a manual voucher, you will need to first clear the manual voucher before you can write a new one as a return. In emergency cases, you can call the Retailer Help Desk for your state (find the number here) for a quicker process.

How long does it typically take to get reimbursed for a manual voucher?

Once a manual voucher has been cleared, it takes 3-4 business days to be reimbursed for the transaction.