Common EBT-Related Issues and How to Resolve Them

While your EBT card is a reliable tool for accessing benefits, you might occasionally run into issues. Problems can range from a lost card to a declined transaction. Fortunately, most of these situations have clear and simple solutions that can get you back on track quickly.

Lost, Stolen, or Damaged Card

Without a working card, you cannot access your benefits, so it's important to act fast if your card is lost, stolen, or physically damaged. Taking immediate steps can protect your remaining balance and prevent potential fraud.

• Call the South Carolina EBT customer service line at 1-800-554-5258 as soon as you notice the problem.

• Verify your identity by providing your card number if you have it, your birth date, the last four digits of your Social Security number, and your ZIP code.

• Ask the agent to freeze the account immediately to prevent unauthorized use of your benefits.

• Request a replacement card and confirm your mailing address. A new card typically arrives in 7–10 business days.

• Keep a record of the case or confirmation number the agent provides until your new card arrives and is activated.

Forgotten or Locked PIN

Your card will be declined if you forget your PIN or if it gets locked after too many incorrect attempts. Resetting your PIN is a straightforward process that can be done over the phone or online, allowing you to use your card again quickly.

• Call 1-800-554-5258 or visit the ConnectEBT website to begin the PIN reset process.

• Enter your 16-digit EBT card number when prompted.

• Verify your identity with your ZIP code or Social Security digits, then choose a new four-digit PIN.

• Memorize your new PIN. Never write it on the card or share it with anyone outside your SNAP household.

• Test the new PIN with a small purchase or a balance inquiry at an ATM before your next big shopping trip.

Benefits Not Deposited or Incorrect Balance

Sometimes funds are delayed by processing problems or because the DSS needs more information from you. First, check the South Carolina deposit schedule to confirm your payment date has passed by at least one business day.

• Confirm your actual balance. You can use a free app like Benny to track your SNAP and EBT Cash balance, log in to ConnectEBT, or call the automated line.

• Review any letters, emails, or texts from DSS for requests for income verification, address confirmation, or renewal forms you may have missed.

• Submit any outstanding documents through the DSS benefits portal or your local county office.

• If the account still shows a hold or zero benefits after documents are processed, call customer service again to request a case status escalation.

Card Declined at Checkout

A declined card at the checkout terminal can be caused by a technical glitch or an account flag. Before assuming the worst, there are a few things you can try right in the store to resolve the issue.

• Use the terminal’s balance-inquiry function to make sure you have enough funds for the purchase.

• Carefully re-swipe, insert, or tap your card and re-enter your PIN. Three wrong attempts will lock the card.

• Ask the cashier to try a different checkout lane or a manual entry of the card number if the reader seems damaged.

• If the card still fails, call 1-800-554-5258 from the store, explain the error message, and ask for a real-time account check.

• If a card defect is confirmed, order a replacement and keep your receipt so the store can reprocess the transaction later.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app that helps you track your SNAP and EBT Cash 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 the app to receive cashback on qualifying items.

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