Common EBT-Related Issues and How to Resolve Them

While EBT is a reliable system, you may occasionally encounter problems. Common issues range from a lost card or forgotten PIN to a transaction being declined at checkout. Knowing the right steps to take can help you resolve these situations quickly and secure your benefits.

Lost or Stolen EBT Card

A lost or stolen card requires immediate action to prevent unauthorized use of your benefits. The first and most important step is to report the loss to disable the card as soon as possible.

• Immediately call the California EBT customer service line at 1-877-328-9677. This toll-free number is available 24/7.

• Follow the automated prompts or speak to a representative to report your card lost or stolen, which deactivates it.

• Request a replacement card and ask for the tracking details.

• If benefits were stolen before you could report the loss, contact your county office to file a “Report of Electronic Theft” and inquire about possible benefit reimbursement.

• Once your new card arrives, choose a new PIN before using it.

Forgotten or Compromised PIN

If you forget your PIN or suspect it has been compromised, you must reset it immediately to protect your account. A strong, unique PIN is your primary defense against unauthorized access to your funds.

• Call the EBT customer service line and select the option to change your PIN. You will need your card number.

• Choose a new four-digit PIN that is hard to guess. Do not reuse old PINs or use obvious numbers like your birth year.

• Update your personal records and avoid storing your PIN on or near your EBT card.

• Sign the back of your card and test the new PIN at a store or ATM.

• Periodically change your PIN, especially after receiving any data-breach alerts from the state or county.

Balance Missing or Benefits Not Loaded

If your expected benefits have not been deposited, it could be due to a simple delay or a more complex issue with your case. The first step is to verify your balance and the expected deposit date.

• Confirm your exact balance and last deposit date. You can use a free app like Benny to track your SNAP and EBT Cash balance or log in to the California EBT website.

• Compare the deposit date with your county’s EBT deposit schedule for California. If the date has passed, contact customer service.

• Speak with a representative to determine if the deposit failed, was delayed, or was offset for another reason.

• If county action is needed, contact your caseworker with any information provided by the representative.

• Recheck your balance within 24 hours. If it remains incorrect, you may need to file a written complaint with your county.

Card Declined or Does Not Work at Checkout

Having your card declined at checkout can be frustrating. The problem is often simple, like insufficient funds or a PIN error, but it can also point to a damaged card or a wider network issue.

• First, ensure you have sufficient funds before trying again. You can find guidance on how to check your EBT balance.

• Carefully re-enter your PIN. Three incorrect attempts will lock your card until midnight.

• Ask the cashier to try a different register or run the card as an “EBT manual entry” if the reader seems to be malfunctioning.

• If your card is physically damaged and unreadable, you will need to call customer service to order a replacement.

• If the network appears to be down statewide, wait a few minutes and try again.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app that helps you track your SNAP and EBT Cash balance in real-time and get cash back on eligible purchases at stores like Target, Walmart, Kroger, and Costco. To get started, link your EBT card to the app. After a purchase, scan your receipt with Benny to receive cashback on SNAP-eligible items.

Download Benny to take control of your spending and get more out of your EBT benefits.