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Last updated: May 27, 2026
Bottom Line: Most Virginia seniors should start with CommonHelp when they need food help, Medicaid, energy help, or more than one benefit at the same time. But no single website does everything. Cover Virginia handles many Medicaid and Cardinal Care questions. ConnectEBT manages SNAP Electronic Benefits Transfer (EBT) card tasks. Your local Department of Social Services still matters when a case is stuck, urgent, or missing proof.
Emergency help now
- No heat, shutoff notice, unsafe heat, or cooling danger: contact Virginia Energy Assistance through VDSS Energy Assistance, call 1-855-635-4370, or call your city or county Department of Social Services the same day.
- Medicaid is blocking care, medicine, or a visit: call Cover Virginia at 1-855-242-8282. If you have a managed care plan, also call the plan number on your Cardinal Care card.
- Your SNAP card was stolen or a scammer contacted you: lock the card if you can, change the PIN, and call the EBT Customer Service Help Desk at 1-866-281-2448. Use EBT scam warnings to check what is safe.
- Deadline today and the portal will not work: take a screenshot, write down the time, and use the local DSS finder to call or visit your local office.
Quick help: which Virginia portal to use
| Need | Best starting point | What to ask |
|---|---|---|
| SNAP, Medicaid, TANF, or energy help together | CommonHelp | Choose All Benefit Programs, not health care only. |
| Medicaid only, Cardinal Care renewal, member ID, notice, or language help | Cover Virginia | Ask what the case needs and whether proof is missing. |
| SNAP EBT balance, PIN, card lock, or fraud concern | ConnectEBT | Ask for card help. Do not apply for benefits there. |
| Case-specific problem, lost case number, paper form, missed notice, interview | Local DSS | Ask for your case number, client ID, and missing proof list. |
| Private health plan and you are not on Medicare | Virginia Marketplace | Ask if the Marketplace sent your case to Medicaid or back to plan shopping. |
Contents
- Emergency help now
- What CommonHelp can do
- Medicaid and Medicare Savings
- SNAP EBT card safety
- Energy Assistance and PIPP
- Apply, renew, and upload proof
- Documents to gather
- Phone scripts
- Denied, delayed, or blocked
- Local resources
What CommonHelp can do and what it cannot do
CommonHelp is Virginia’s main online front door for several benefits. It can help you screen for help, apply, check many cases, report some changes, and renew some benefits. The state guide says you can file one application for several Department of Social Services programs, including SNAP, health coverage, Energy Assistance, child care, and Temporary Assistance for Needy Families (TANF).
For seniors, the most important choice is the starting lane. Use Health Care Only if you only want health coverage. Use All Benefit Programs if you want food, heating, cooling, cash help, aged or disabled Medicaid, long-term care, or more than one benefit. This choice can save a second application later.
Reality check: CommonHelp is not the final decision maker. Local DSS workers, Cover Virginia, or other state staff may still review proof, send mail, ask for interviews, or deny a case if the proof does not arrive on time.
CommonHelp also does not replace every state office. The official CommonHelp quick guide says people cannot use CommonHelp to check benefits, report changes, or renew Energy Assistance or child care after approval. That is why a senior with a fuel, cooling, or crisis application may still need to call DSS.
For more broad help beyond the portals, see our guide to Virginia senior benefits. It can help you compare state programs that are not all handled by the same website.
Medicaid, Cardinal Care, and Medicare Savings
Use Cover Virginia when the main issue is Medicaid or Cardinal Care. Cover Virginia is the state help system for health coverage questions, applications by phone, renewals, notices, member ID problems, language access, and some disability-access needs.
Older adults may use this path for Aged, Blind, or Disabled (ABD) Medicaid, Medicare Savings Programs, and long-term services and supports. The ABD Medicaid page lists 2026 income guidelines as of January 13, 2026. It shows a one-person monthly income limit of $1,084 for ABD Medicaid and $1,816 for a one-person Medicare Savings Program. Resource limits can also apply.
Medicare Savings Programs can help some Medicare members pay premiums. Some levels may also help with deductibles or copays. A senior who has Medicare and low income should not skip this check, even if they think full Medicaid is out of reach. For a plain-English national background, see our Medicaid basics guide.
Extra form warning: The Cardinal Care applications page says Appendix D must be included if someone applying is age 65 or older, eligible for Medicare, or has a disability. It is also needed for some long-term care cases. Appendix F is for some 19-to-64-year-old applicants who need nursing or community-based care and are not yet Medicare eligible.
Reality check: long-term care and home-based care cases often need more than a portal submission. Expect extra proof, medical information, resource review, and local office follow-up. If the case is tied to disability, home care, or safe living at home, our disability help guide may help you choose the next office.
SNAP EBT card safety and ConnectEBT
CommonHelp is where many seniors apply for SNAP. ConnectEBT is what you use after SNAP is approved. Do not use ConnectEBT to apply for SNAP, Medicaid, or Energy Assistance.
The Virginia EBT page says a SNAP EBT card works like a debit card for eligible foods. You can use ConnectEBT to check the balance, manage the card, and use card safety tools. The same page says lost or stolen cards should be reported right away at 1-866-281-2448.
Virginia is also warning people about benefit theft. Do not answer texts, calls, or emails asking for your EBT card number or PIN. The official EBT pages say to never share your PIN, check your balance often, and lock your card when it is not in use. VDSS also says new chip-enabled SNAP EBT cards are planned from September through December 2026. Your balance should transfer, but you should keep your current card until the new one arrives.
Reality check: card safety is a separate task from benefit approval. A local office may help with address updates or case questions, but the EBT help desk is the faster call for a stolen card, PIN problem, or card claim. For food options beyond SNAP, see our guide to senior food programs.
Energy Assistance and PIPP
Virginia Energy Assistance is for heating, cooling, and home energy emergencies. It includes Fuel Assistance, Crisis Assistance, Cooling Assistance, and Weatherization. VDSS says Fuel, Crisis, and Cooling Assistance generally require a heating or cooling expense and gross monthly income at or below 150% of the federal poverty level.
| Program | What it may help with | 2026 timing and reality check |
|---|---|---|
| Fuel Assistance | Heating fuel or heating bill help | Applications run from the second Tuesday in October through the second Friday in November. Notices are usually sent later. |
| Crisis Assistance | No heat, unsafe heat, cut-off notice, repair, deposit, or emergency fuel | Some crisis help runs from November 1 to March 15. Fuel or utility bill help may run January through March 15. |
| Cooling Assistance | Cooling bills, deposits, window air conditioner, or repair of cooling equipment | Applications run June 15 to August 15. The household must include a vulnerable person, such as someone 60 or older, a person with a disability, or a child under 6. |
| PIPP | Lower monthly electric bills and help with old balances | For eligible Dominion Energy and Appalachian Power customers. It can set the bill at 10% of income if you heat with electricity or 6% if you use another heat source. |
Reality check: CommonHelp can be a way to apply, but it is not full online case management for Energy Assistance later. If you already applied and need status, call 1-855-635-4370 or your local DSS office. For more bill help ideas, use our guide to utility bill help.
How to apply, renew, and upload proof
How to start without wasting time
- Choose the right lane. Use health care only for Medicaid-only needs. Use all benefit programs for SNAP, energy help, ABD Medicaid, long-term care, or more than one benefit.
- Set up the account carefully. Write down the user ID, password, and security answers. Use an email address you can open later.
- Keep the tracking number. CommonHelp gives a tracking number. You may need it when you call or visit an office.
- Use Save + Exit. For a new application, do not close the browser without saving. The state guide says most people take 20 to 60 minutes to apply.
- Watch the mail. Virginia still sends many notices by mail. Do not rely only on the portal.
How to upload or send proof
Upload proof while you are already in the application when you can. For a new Medicaid or Cardinal Care application, Cover Virginia says requested information can be sent online, by email to verify_docs@coverva.org, by fax to 1-888-221-9402, by mail to the Cardinal Care Correspondence Center, or in person at the local DSS office. See Cover Virginia applying for the current instructions.
For Medicaid renewals, the renewal page says members can return information online through CommonHelp or email renewal documents to covervadocs@coverva.org.
Photo tip: take clear pictures. Include all four corners. Do not cut off dates, dollar amounts, account numbers, or page two. Save a copy of every file you send.
How to renew
Medicaid is reviewed every year. If Virginia can renew your coverage without more information, you should get a letter. If it cannot, you must respond to the renewal form or request. If you miss it, coverage can end.
Do not wait for the final day. Renewals can be harder to pause than new applications. If the website fails, switch to phone, paper, fax, mail, or in-person help before the deadline passes.
Documents to gather before starting
Gather what you can before you log in. Not every program asks for every paper, but having these items nearby can prevent delays.
| Bring or scan | Why it may matter |
|---|---|
| Photo ID and proof of Virginia address | Helps confirm identity and residency. |
| Names, birth dates, and Social Security numbers | Needed for many benefit applications. |
| Income proof | Social Security award letters, pension statements, pay stubs, VA benefits letters, or self-employment records may be needed. |
| Rent, mortgage, and utility bills | Important for SNAP and Energy Assistance screening. |
| Medical expense proof | Helpful for some SNAP households with a member age 60 or older. |
| Medicare and insurance cards | Needed for Medicaid, Medicare Savings Programs, and other health coverage checks. |
| Bank, property, vehicle, and life insurance details | May be needed for ABD Medicaid or long-term care Medicaid. |
| Shutoff notice or fuel vendor information | Needed when asking for crisis or fuel help. |
Caregivers should also keep the senior’s permission, notices, tracking number, case number, client ID, and copies of anything sent. If the senior may need home help or a caregiver payment path, our paid caregiver help guide may be useful.
Phone scripts that save time
When you call, keep the request short. Ask for the next action, not a general explanation.
Script for a stuck CommonHelp application
“My name is [name]. I applied on [date]. My tracking number is [number]. Can you tell me if the application was received, what proof is missing, and whether I need an interview?”
Script for a Medicaid renewal problem
“I am calling about a Cardinal Care renewal. My case number is [number] if you have it. Did you receive my renewal or documents? What is the deadline, and can I still send proof today?”
Script for Energy Assistance
“I have [no heat / a shutoff notice / cooling danger]. I am age [age]. What application do I need today, and can I send proof by phone, fax, email, or in person?”
Script for a lost case number
“I need to link my case to CommonHelp, but I do not have both numbers. Can you give me my case number and client or member ID, or tell me how to get them?”
How to avoid fake websites and benefit scams
Use bookmarks, not ads. Official Virginia benefits pages usually use virginia.gov, dss.virginia.gov, or dmas.virginia.gov. Do not pay a website to apply for SNAP, Medicaid, or Energy Assistance.
Be careful with EBT messages. Scammers may claim they need to unlock or verify your card. Virginia says you should never share your EBT card number or PIN. Use the official app or website, and call 1-866-281-2448 if you think your card was used without your permission.
Reality check: scammers often create panic. If a message says “act now,” do not click it. Go to a saved official site or call a number from a notice or official page.
Reality checks and common mistakes
- Choosing the wrong lane: Health care only may not cover SNAP, Energy Assistance, or cash help. Use All Benefit Programs when you need more than Medicaid.
- Forgetting Appendix D: Seniors age 65 or older, Medicare-eligible applicants, and many disabled applicants may need this Medicaid form.
- Expecting the portal to show everything: Energy Assistance and child care have limits in CommonHelp after approval.
- Ignoring paper mail: Notices, proof requests, denials, and renewal forms may arrive by mail.
- Uploading poor photos: Blurry or cropped proof can slow the case.
- Waiting on a deadline day: If the portal is down, call or go in person. Do not keep retrying until the office closes.
Need help that is not tied to the online portal? For housing problems, see Virginia housing help. For urgent needs outside a benefits portal, see Virginia emergency help.
What to do if denied, delayed, or blocked
| Problem | Best next step | Deadline warning |
|---|---|---|
| CommonHelp will not work | Take a screenshot and call 1-855-635-4370 or local DSS. | Use phone, fax, mail, or in-person help if the deadline is close. |
| Medicaid is denied or reduced | Use the DMAS appeals page or call 804-371-8488. | Follow the appeal rights notice. Managed care service appeals may start with the health plan. |
| SNAP, TANF, Energy Assistance, or PIPP is denied | Use the VDSS appeal page. | SNAP appeals are often due within 90 days. Many other programs are due within 30 days. |
| Proof was missing | Send the proof right away and ask if the case can still be reviewed. | Sometimes you must appeal or file again. Read the notice. |
If you feel overwhelmed, ask the office for one clear next step. Write down the worker’s name, the date, and what they said to send.
Local resources and backup options
Your local DSS office is often the best backup when the portal fails. Cover Virginia says local social services departments should be the first call for many benefits and services. They can help with case-specific questions, missing notices, paper forms, interviews, and local filing options.
- Free health application help: the assister directory lists in-person and phone help for Medicaid and FAMIS. Cover Virginia says assister services are free and private.
- Language help: Cover Virginia offers free language help at 1-855-242-8282 and TTY 1-888-221-1590.
- Aging and community help: 2-1-1 Virginia can help with food, housing, utility, and transportation referrals while a benefits case is pending.
- Aging services: use our Virginia aging offices guide if you need local aging network help, meal referrals, caregiver support, or transportation leads.
- Transportation: if the problem is getting to appointments or local offices, our transportation help guide may give more options.
- Veterans: older veterans can use our Virginia veteran benefits guide for veteran-specific service offices and benefit paths.
- Local charities: if the official benefit is too slow, our Virginia charity help guide may help you find short-term support.
Backup filing choices may include phone, paper, fax, mail, drop-off, or in-person help. Ask the office which method protects your filing date.
Resumen en español
En Virginia, muchos adultos mayores deben empezar con CommonHelp si necesitan ayuda con comida, Medicaid, calefacción, aire acondicionado o varios beneficios a la vez. Pero CommonHelp no hace todo. Cover Virginia ayuda con Medicaid, Cardinal Care, renovaciones, avisos y ayuda en otros idiomas. ConnectEBT es solo para la tarjeta EBT de SNAP, el saldo, el PIN y la seguridad de la tarjeta.
Si hay una emergencia de calefacción, electricidad o aire acondicionado, no espere a que el sitio web funcione mejor. Llame al 1-855-635-4370 o a la oficina local de Servicios Sociales. Si Medicaid bloquea una medicina o una cita médica, llame a Cover Virginia al 1-855-242-8282. Si recibió un mensaje sospechoso sobre su tarjeta EBT, no comparta su número de tarjeta ni su PIN. Llame al 1-866-281-2448.
Frequently asked questions
Is CommonHelp the main Virginia benefits portal for seniors?
Yes, for many combined applications. CommonHelp is usually the best starting point if a senior needs SNAP, Medicaid, Energy Assistance, TANF, or more than one benefit. It is not the right place for EBT card balance or PIN tasks.
What is the difference between CommonHelp and Cover Virginia?
CommonHelp is the online application and self-service portal for several benefits. Cover Virginia is the Medicaid and Cardinal Care help system. Many seniors apply through CommonHelp, then use Cover Virginia for Medicaid notices, renewals, member ID issues, and phone help.
Can I renew Energy Assistance in CommonHelp?
No. Virginia lets people apply online for Energy Assistance, but CommonHelp does not provide full online checking, change reporting, or renewal for Energy Assistance after approval. Call 1-855-635-4370 or your local DSS office.
What numbers do I need to link my case?
You usually need your case number and client or member ID. These may be on a notice or renewal form. If you do not have them, call your local DSS office and ask for both numbers.
Can an adult child help a parent apply?
Yes. Use the authorized representative option when it is offered. Keep copies of notices, the tracking number, case number, client ID, and proof sent. Do not mix the caregiver’s income with the senior’s unless the form asks for it.
What should I do if the portal is down on my deadline day?
Take a screenshot, write down the time, and call 1-855-635-4370 or your local DSS office. If it is a Medicaid issue, call Cover Virginia too. Ask about phone, paper, fax, mail, or in-person filing that same day.
Should a 60-to-64-year-old use CommonHelp or the Marketplace?
If the person may qualify for Medicaid or also needs SNAP or Energy Assistance, start with CommonHelp. If the person only needs a private health plan and is not on Medicare, the Virginia Marketplace may be the better path.
About This Guide
This guide uses official federal, state, local, and other high-trust nonprofit and community sources mentioned in the article.
Editorial note: This guide is produced based on our Editorial Standards using official and other high-trust sources, regularly updated and monitored, but not affiliated with any government agency and not a substitute for official agency guidance. Individual eligibility outcomes cannot be guaranteed.
Verification: Last verified May 27, 2026, next review August 27, 2026.
Corrections: Please note that despite our careful verification process, errors may still occur. Email info@grantsforseniors.org with corrections and we will respond within 72 hours.
Disclaimer: This article is for informational purposes only and is not legal, financial, medical, tax, disability-rights, immigration, or government-agency advice. Program rules, policies, and availability can change. Readers should confirm current details directly with the official program before acting.
Last updated: May 27, 2026. Next review: August 27, 2026.
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