Common EBT-Related Issues and How to Resolve Them

While the Lone Star Card is a reliable tool for accessing benefits, you may occasionally encounter problems. From a lost card to a forgotten PIN, knowing the right steps to take can resolve the issue quickly and protect your funds. Most problems can be handled through the 24/7 help desk or the Your Texas Benefits app.

Lost or Stolen Lone Star Card

Losing your card or having it stolen requires immediate action to prevent unauthorized use of your benefits. The process for securing your account and getting a replacement is straightforward. Good EBT customer service in Texas is available around the clock to assist you.

• Immediately call the Lone Star Card Help Desk at 800-777-7328 to report the card missing and have it frozen.

• Follow the prompts to speak with a representative, verify your identity, and request a replacement card. It should arrive by mail in about seven days.

• After the call, you can use the Your Texas Benefits app to confirm the card is frozen and track the shipment.

• Once the new card arrives, activate it and choose a new PIN before making any purchases. Your balance will transfer automatically.

Card Damaged or Will Not Swipe

If your card is worn out and fails to swipe at checkout, you will need to get a replacement. Before requesting a new one, first confirm the problem is with your card and not the store's payment terminal. This can save you the time of waiting for a new card to arrive.

• Try using your card in a different checkout lane or at an ATM to be sure the card is the issue.

• If it still fails, use the “Freeze Card” function in the Your Texas Benefits app to prevent errors.

• Request a mailed replacement by calling 800-777-7328 and selecting the option for a card that “doesn’t work.”

• Verify your mailing address is correct with the agent. If it needs to be updated, you will be directed to call 2-1-1.

• When the replacement arrives, test it and check your balance to confirm it transferred correctly. You can check your EBT balance with a free app like Benny or by looking at your last store receipt.

Forgotten PIN or Locked Account

Forgetting your PIN or getting locked out after too many incorrect attempts is a common issue. You can reset your PIN quickly over the phone without needing to order a new card. This is a frequent reason people seek out customer service for EBT in Texas.

• Dial the help desk at 800-777-7328 and select the menu option to change or reset your PIN.

• Provide your identifying information and create a new four-digit PIN. Avoid using easily guessed numbers like birthdays.

• Write down your new PIN and keep it in a secure place, separate from your card.

• For added security, HHSC recommends changing your PIN monthly using the phone line or the Your Texas Benefits app.

Suspicious Transactions or Potential Fraud

If you notice unauthorized charges, it could be a sign of card skimming or other fraudulent activity. It is important to act fast to protect your remaining benefits and report the theft. The Texas EBT customer service number is your first point of contact for reviewing transactions.

• Review recent purchases by calling the help desk to hear your last 10 transactions or by checking the app.

• If you see charges you did not make, freeze your card immediately in the app or ask a customer service agent to cancel it and issue a new one.

• Change your PIN right away, even if the card has been canceled.

• Report the fraud to the HHSC Office of Inspector General at 800-436-6184 and file a local police report to document the crime.

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.

Having your balance readily available can be a great supplement to the support from EBT customer service in Texas. Download Benny to take control of your spending and get more out of your EBT benefits.