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Richmond, VA (Feb. 10, 2025) - The Virginia Department of Social Services has launched a new lock and unlock security feature for Supplemental Nutrition Assistance Program customers to help protect against Electronic Benefit Transfer card theft.
The rise of Electronic Benefit Transfer card scams across the nation has significantly impacted Supplemental Nutrition Assistance Program customers, with fraudulent schemes like card skimming and phishing leaving families without the benefits they depend on to purchase food. These scams not only threaten the well-being of vulnerable households but also create uncertainty and stress for those already facing financial challenges.
Customers can now lock and unlock their Electronic Benefit Transfer cards between uses, helping ensure that only authorized transactions occur when the card is ready to be used. The new feature is easy to access using the ConnectEBT app available for download on both Android and Apple devices. ConnectEBT is the only officially licensed app to service Virginia Electronic Benefit Transfer customers and is managed by Conduent Inc., a private company that provides a range of services to government agencies. Virginia, along with 20 other states, contracts with Conduent to administer Supplemental Nutrition Assistance Program and other benefits.
“I encourage all cardholders to immediately begin using this card lock and unlock feature to help safeguard their funds,” said Commissioner of Social Services James Williams. “The Supplemental Nutrition Assistance Program provides a vital lifeline for many Virginians to put food on their tables during difficult times. With the introduction of this feature, we are taking another important step to prevent criminals from stealing food and resources from those in need.”
To ensure the successful implementation and widespread awareness of this new security feature, the Department conducted comprehensive training sessions with local departments of social services to equip staff with the necessary expertise to support customers effectively. A resource toolkit was also shared with local staff and key food security partners to further enhance the promotion of this feature within their networks. This collaboration furthers the strong partnership efforts in place to ensure all key stakeholders are empowered to safeguard customers against card fraud.
The new functionality is part of the Department’s ongoing effort to protect Supplemental Nutrition Assistance Program customers from benefits theft and reaffirms the agency’s commitment to advancing the security and efficiency of its systems for the benefit of Virginians statewide. In 2023, the Department implemented the removal of “soft personal identification numbers,” which are simple or repetitive in nature (for example 0000, 1234, or 1212). To further public awareness and outreach, in January 2023, the Department created a webpage dedicated to informing customers on EBT scam prevention, with further support provided in July via a social media campaign and a dedicated prevention page, “Protect Yourself from EBT Scams.”
If cardholders need assistance by phone, customer representatives can be reached by calling the Virginia Electronic Benefit Transfer Client Customer Service Helpdesk at 866-281-2448, where support is available 24 hours a day, 7 days a week. Customers can also access the ConnectEBT customer portal online at ConnectEBT.com/VaEBTclient.
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About the Virginia Department of Social Services
The Virginia Department of Social Services (VDSS), one of the Commonwealth’s largest government agencies, is comprised of approximately 2,000 state staff who proudly serve alongside more than 10,000 employees of 120 local departments of social services and community action agencies to deliver critical social services to Virginia’s most vulnerable citizens. VDSS is committed to ensuring Virginians have access to the high-quality human services and resources needed to enhance their individual and collective well-being, and shape strong futures for themselves, their families and communities. The agency provides a wide range of services and resources in the areas of food and energy assistance, foster care and adoption, child support, and abuse and neglect prevention, among others. For more information, visit dss.virginia.gov.
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