Common EBT-Related Issues and How to Resolve Them

While the EBT system is generally reliable, you may occasionally encounter problems with your Link card or benefits. Understanding the most frequent issues can help you resolve them quickly. Below are common situations and the steps you can take to fix them.

Lost or Stolen Card

If your card is missing, it's important to act fast to protect your benefits from unauthorized use. A quick response can freeze your account before any funds are spent. Getting help from customer service for EBT in Illinois is straightforward.

• Immediately call the Link Card helpline at 1-800-678-LINK (1-800-678-5465) and choose the option to report a lost or stolen card.

• Verify your identity by providing your Social Security number and date of birth when prompted.

• Request a replacement card during the call. Your new card should arrive by mail in about 7-10 business days.

• Once the new card arrives, call the helpline again to activate it and set a new PIN.

Forgotten or Locked PIN

Entering the wrong PIN too many times will lock your account, preventing you from making purchases. If you forget your PIN or get locked out, you will need to reset it. This is a common reason people seek EBT customer service in Illinois.

• Gather your card number, Social Security number, and date of birth before you begin.

• Call the automated helpline and select the option for a PIN reset.

• Follow the prompts to verify your identity.

• Choose a new four-digit PIN that is difficult for others to guess. Avoid using your birthdate or simple sequences like "1234".

Card Declined at Checkout

A declined transaction can happen for several reasons, including insufficient funds, a damaged card, or a retailer’s equipment issue. The first step is to determine the cause. You can find a complete guide on how to check your EBT balance online.

To see your funds, use a free app like Benny, which shows your real-time SNAP and EBT Cash balance, or call the number on your card. If your balance is sufficient, try these other steps.

• Inspect your card for any visible damage or check if it has expired. If so, you will need to order a replacement.

• Make sure you are entering the correct PIN. If you think your account is locked, follow the PIN reset steps.

• Try using your card at a different checkout lane or another approved retailer, as the store's system may be temporarily down.

Missing or Delayed Benefits

Benefit deposits can sometimes be late due to weekends, holidays, or issues with your case file. Before contacting support, check a few things first.

• Compare the current date with the standard Illinois EBT deposit schedule to see if a holiday or weekend caused a delay.

• Confirm that the funds have not been deposited by checking your account balance by phone or online.

• Review recent mail or emails for any messages from DHS requesting paperwork for recertification.

• Verify that your personal information, such as your address and household size, is current with DHS.

If your benefits are still missing after these checks, you may need to contact your local DHS office or use the Illinois EBT customer service number for an account review.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app that helps you track your EBT balance in real-time and get cash back on eligible purchases at popular stores like Target, Walmart, and Kroger. To get started, link your EBT card. After you make a purchase, scan your receipt with Benny to receive cashback on SNAP-eligible items. This can be a helpful tool for managing funds between calls to EBT customer service in Illinois.

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