Common EBT-Related Issues and How to Resolve Them

While EBT is a reliable system, you may occasionally run into issues. Most problems, from a lost card to a declined transaction, have straightforward solutions. Here are some of the most common situations and how to handle them.

Lost or Stolen EBT Card

If your EBT card is misplaced or stolen, you must act quickly to protect your benefits. Deactivating the card immediately is the first step toward securing your account and getting a replacement. This is a key part of the EBT customer service in North Carolina.

• Call the customer service line at 1-888-622-7328. The automated system is available 24/7 to report a lost or stolen card.

• Follow the prompts to deactivate the old card and request a new one. You may need to confirm your 16-digit card number or Social Security number and mailing address.

• A replacement card typically arrives within three to five business days. Once it arrives, call the same number to set a new PIN before using it.

• You can also check recent transactions and freeze your card through the ebtEDGE portal if you notice any unauthorized activity.

Forgotten or Blocked PIN

Forgetting your PIN or having your card blocked after four incorrect attempts is a common hiccup. You must reset your PIN before you can use your card again. The North Carolina EBT customer service number is printed on the back of your card for this purpose.

• Call the toll-free customer service number listed on your card.

• Choose the option to change your PIN and provide the requested identifying information.

• Select a new four-digit PIN that is difficult to guess, avoiding simple sequences like 1234 or repeating numbers.

• Keep your new PIN in a secure place and never share it with anyone. You can change it regularly for added security by following these same steps.

Card Declined at Checkout

A declined card at the register can be frustrating, but the issue is often simple to fix right in the store. Before trying again, it's wise to confirm your available funds.

You can use the free Benny app to track your SNAP and EBT Cash balance or log into the ebtEDGE portal. For a full guide, see how to check your EBT balance.

• Check for pending deposits, as these funds are not yet available to spend.

• Ensure you entered the correct PIN. After four wrong tries, your card will lock until after midnight.

• Inspect the card’s magnetic stripe and chip for any visible damage that could cause a read error.

• If it still fails, ask the cashier to try the transaction as “EBT Food” or “EBT Cash” specifically.

Incorrect Balance or Missing Monthly Benefits

An incorrect balance on a receipt often means benefits have not yet posted or a recent purchase is still pending. Good customer service for EBT in North Carolina can help clarify any discrepancies.

• First, verify the balance on your receipt by checking it through the ebtEDGE website or a mobile app.

• Review your account summary for pending deposits, which become available on a set date based on the EBT deposit schedule for North Carolina.

• Compare recent transactions to spot any unfamiliar charges or duplicate amounts. Note the date, store, and value of any suspicious activity.

• If benefits are truly missing, contact your county Department of Social Services to open a case for the missing issuance.

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 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.

This tool complements the support available from the EBT customer service in North Carolina by helping you manage your funds. Download Benny to take control of your spending and get more out of your EBT benefits.