Common EBT-Related Issues and How to Resolve Them

Navigating the EBT system can sometimes present challenges. From a lost card to a forgotten PIN, several common problems can arise. Below are some of the most frequent issues and clear steps on how to resolve them quickly.

Lost Or Stolen EBT Card

Misplacing your EBT card or having it stolen requires immediate action to protect your benefits. The top priority is to report it missing so the card can be deactivated. Getting help from the customer service for EBT in New Mexico is straightforward in this situation.

• Immediately call the 24-hour Fidelity Information Services (FIS) EBT Card Customer Service at 1-800-843-8303 to report the card missing and freeze your account.

• Follow the automated prompts to order a replacement card and be sure to confirm your current mailing address.

• Ask about the $1.25 replacement card fee and how it will be deducted from your account.

• Keep the confirmation number you receive. If your new card does not arrive within seven business days, you should follow up.

Forgotten, Locked, Or Compromised PIN

If you forget your PIN, enter it incorrectly too many times, or suspect someone else knows it, you should change it immediately to secure your account and maintain access to your funds.

• Use the ebtEDGE mobile app or website to begin the PIN reset process.

• You will need to verify your identity by providing your card number, Social Security number, and date of birth.

• Select a new, secure four-digit PIN that is difficult for others to guess. Avoid using birthdays or repeating numbers.

• Test your new PIN with a small purchase or at an ATM to confirm it works before your next shopping trip.

Card Is Damaged Or Not Working

A card that is physically damaged or repeatedly declined can be frustrating. This could be an issue with the card, the terminal, or your balance. The EBT customer service in New Mexico can help diagnose the problem if simple troubleshooting fails.

• First, clean the card’s magnetic stripe and chip with a soft cloth and try a different payment terminal.

• If the card is cracked or peeling, it is likely demagnetized and needs to be replaced. Contact customer service to request a new one.

• You can quickly check your EBT balance to rule out insufficient funds. The free Benny app and the ebtEDGE portal both show your real-time balance.

• If funds are available but the card still fails, freeze it to protect your benefits until a replacement arrives.

Monthly Benefits Are Delayed

Benefits are usually deposited on a set schedule. If your funds have not appeared on your expected payment date, there could be a few reasons for the hold-up.

• First, check the EBT deposit schedule for New Mexico to confirm your payment date has passed.

• Verify your current balance to rule out a display glitch. You can use the free Benny app to track your SNAP and EBT Cash balance or check the ebtEDGE website.

• Ensure all your recertification paperwork has been submitted, as incomplete information often causes deposit delays.

• If everything seems correct, contact the Consolidated Customer Service Center to ask about potential holds or processing errors.

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 to the app. After you make a purchase, scan your receipt with Benny to receive cashback on SNAP-eligible items.

While you may need the New Mexico EBT customer service number for certain issues, you can download Benny to take control of your spending and get more out of your EBT benefits. It's a helpful tool, but it is not a replacement for the official EBT customer service for New Mexico.