Common EBT-Related Issues and How to Resolve Them

While the EBT system is generally reliable, you may occasionally run into problems. Common issues range from a lost card and forgotten PIN to missing deposits or declined transactions. Knowing the right steps to take can help you resolve these situations quickly and with minimal stress.

Lost, Stolen, or Damaged Card

If your EBT card is lost, stolen, or physically damaged, you must act immediately to protect your benefits and request a replacement. The process is designed to be quick to prevent unauthorized use of your funds.

• Call the EBT Customer Call Center at 1-800-997-2222 to report the issue and have the card canceled.

• Confirm your mailing address to receive a free replacement card.

• If you cannot wait for mail delivery, ask about picking up a same-day “vault” card at your local DSS office.

• If you suspect theft, change your PIN and review recent transactions for any unauthorized charges.

• You can file a fraud report with your local Department of Social Services if benefits were stolen and ask about reimbursement procedures.

Forgotten or Compromised PIN

A forgotten or compromised PIN will prevent you from completing purchases until it is reset. Fortunately, you can change your PIN over the phone without needing to speak to an agent directly. This is a frequent reason for contacting EBT customer service in Maryland.

• Dial 1-800-997-2222 and follow the automated prompts for the PIN-change option.

• Verify your identity by providing your card number, date of birth, and the last four digits of your Social Security Number.

• Choose a new four-digit PIN that is hard to guess, avoiding sequences or personal dates.

• Test the new PIN at a store or ATM to confirm it works correctly.

• Keep your new PIN secure and never share it with anyone.

Missing SNAP or Cash Benefits

If your scheduled benefits do not appear on your card, there are several things to check before assuming there is a system error. Start by confirming the deposit date and your account status.

• First, compare the current date with the official deposit schedule for Maryland to see if the payment is actually late.

• You can check your balance with a free app like Benny, which tracks both SNAP and EBT Cash, or by calling the automated phone service.

• Review recent mail or emails from DHS for any requests for information that could be holding up your benefits.

• If the delay persists, contact your caseworker or visit your local DSS office for assistance.

Card Declined at Checkout

A declined card can be caused by several factors, including an incorrect PIN, a temporary system outage, or an issue with the store’s equipment. The Maryland EBT customer service number can help diagnose widespread problems.

• Before retrying the purchase, check your EBT balance to confirm you have sufficient funds.

• Re-enter your PIN carefully, as too many incorrect attempts can lock your account.

• Ask the cashier to try the transaction again, or try using your card at a different store.

• If declines continue, call customer service to ask about a statewide outage or a possible fraud hold on your account.

• Save any receipts or error codes to provide exact details to the agent.

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, Kroger, Costco, Whole Foods, and Trader Joe's. To get started, link your EBT card to the app. After you make 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.