Common EBT-Related Issues and How to Resolve Them

Using your EBT card is usually straightforward, but you might occasionally run into problems. Common issues include a lost or damaged card, a forgotten PIN, declined transactions, or incorrect benefit balances.

Lost, Stolen, or Damaged EBT Card

If your card is gone or broken, you must report it immediately to protect your benefits. Taking quick action prevents unauthorized use and starts the process of getting a new card.

• Call the Virginia EBT Client Customer Service Helpdesk at 1-866-281-2448. When prompted for your card number, ignore it and press 2 to report the card issue.

• Verify your identity with a representative by providing your name, address, Social Security number, and date of birth.

• Request to deactivate the old card and have a replacement mailed. A new card should arrive in 7-10 business days. Ensure your mailing address is current with your local Department of Social Services (DSS) first.

• Once the new card arrives, call the same number to activate it and set a new PIN.

Forgotten or Locked PIN

Forgetting your PIN or entering it incorrectly too many times will lock your account for security. You can reset it quickly over the phone without needing to speak to an agent.

• Dial 1-866-281-2448 and follow the menu prompts to change or reset your PIN.

• You will need to verify your identity by entering personal details, such as the last four digits of your SSN and your date of birth.

• Choose a new four-digit PIN that is difficult to guess. Avoid using birthdays or simple sequences like "1111."

• Confirm the new PIN when prompted. It is a good idea to test it with a balance inquiry or a small purchase.

Card Declined or Not Working at Checkout

A declined transaction can be frustrating, but the cause is often simple. It could be an issue with your balance, the items you are buying, or the store's equipment.

• First, confirm you have enough funds. You can check your EBT balance with a free app like Benny, which shows your real-time SNAP and EBT Cash balance, or by checking your last receipt.

• Ensure all items in your cart are SNAP-eligible. Non-eligible items will cause the transaction to fail even if you have sufficient funds for the food items.

• Carefully re-enter your PIN. Too many incorrect attempts will lock your card.

• Ask the cashier to try another register. Sometimes the problem is a temporary point-of-sale glitch at the store.

Missing, Delayed, or Incorrect Benefit Balance

If your benefits have not appeared on schedule or the amount seems wrong, there are a few things to check. Delays can happen, but it is also important to rule out errors or unauthorized use.

• Check the exact date and amount of your last deposit by calling the automated phone service. Compare this with the Virginia deposit schedule, as weekends and holidays can cause delays.

• Review your recent transaction history to see if there are any unauthorized charges that could explain a lower balance. You can do this via the phone menu or by looking at past receipts.

• If your benefits were never issued, contact your local DSS office. This helps confirm they received and processed all your recertification paperwork correctly.

• If you suspect a technical error, ask an EBT representative to open a service ticket and follow up until the issue is resolved.

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, 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.