Common EBT-Related Issues and How to Resolve Them

While the Ohio Direction Card is a reliable tool for accessing benefits, recipients can sometimes face issues that interrupt access. Common problems range from a lost card to a forgotten PIN or a transaction that simply won’t go through. Below are step-by-step solutions for some of the most frequent challenges.

Lost, Stolen, or Damaged Card

If your card is missing or broken, acting quickly is the best way to protect your benefits. A quick call can deactivate the old card and start the process of getting a new one. For help, you can contact customer service for EBT in Ohio.

• Call 1-866-386-3071 immediately and select the option to report your card lost, stolen, or damaged. This deactivates the card and prevents fraudulent use.

• Verify your identity by providing details like your card number, date of birth, or the last four digits of your SSN.

• Request a replacement card. It should arrive by mail in 7–10 business days. If you need it sooner, you may be able to pick one up at your county’s Job & Family Services office.

• While you wait, you can review recent transactions for any unauthorized activity through the ConnectEBT app.

• Once your new card arrives, activate it and set a new PIN right away.

Forgotten, Locked, or Insecure PIN

Forgetting your PIN or having it locked after too many incorrect attempts is a common hiccup. You can reset it online or by phone. It is a good practice to change your PIN monthly to keep your account secure.

• Reset your PIN by calling the Ohio EBT customer service number at 1-866-386-3071 and using the automated menu. You can also reset it online through the ConnectEBT portal.

• You will need to provide information to confirm your identity.

• Choose a new four-digit PIN that is difficult to guess. Avoid using sequential numbers or personal dates.

• Confirm the change and test the new PIN by making a balance inquiry.

Card Declined at Checkout

A declined transaction can be frustrating, but it’s often caused by a simple issue that can be resolved on the spot. The problem could be anything from insufficient funds to a temporary technical glitch at the store.

• First, verify your current balance. You can use a free app like Benny to track your SNAP and EBT Cash balance or check your last store receipt.

• Carefully re-enter your PIN. Entering the wrong PIN multiple times can lock your card for 24 hours.

• Check if your card is expired or visibly damaged. If so, you will need to request a replacement.

• Sometimes the issue is with the store’s payment terminal. Wait a moment and try again at a different register.

Suspicious or Unauthorized Transactions

If you notice transactions you don't recognize, it’s important to report them immediately to prevent further loss of benefits. Keeping a close eye on your transaction history is the best way to catch fraud early.

• Review your recent transaction history on the ConnectEBT portal or by using the automated phone system. Note the date, amount, and merchant for any charge that seems incorrect.

• Report the issue by calling 1-866-386-3071 to file a dispute. You should also request that your card be frozen to block more unauthorized charges.

• Request a new card and PIN to secure your account.

• Keep the reference number for your dispute and follow up within 10 days if you have not heard back.

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, and others. 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.