How Can I Keep My EBT Card Secure?

With phishing and spam attacks on the rise in Iowa, EBT users are increasingly targeted by sophisticated scams. Understanding how thieves operate is the first step toward protecting your benefits and acting quickly if fraud occurs.

How EBT Benefits Are Stolen

Thieves use methods like "deep-insert" skimmers hidden inside store terminals to clone card data and tiny cameras to record your PIN. They also use phishing scams, sending fake texts or calls pretending to be from EBT customer service to trick you into revealing your card number and personal information.

What To Do If Your Benefits Are Stolen

If you suspect fraud, report it immediately. Stolen SNAP benefits may be replaced for fraud occurring between October 1, 2022, and December 20, 2024, but not for losses after that date. Iowa does not replace stolen EBT Cash benefits. To report fraud and file a claim:

1. Call 800-359-5802 as soon as you see an unauthorized charge.

2. Document the fraud within 10 calendar days of discovery.

3. Submit a state claim form within 10 additional days.

Other Common Issues with EBT Cards and How to Resolve Them

Beyond security threats, you might encounter other common EBT card problems. Knowing how to troubleshoot issues like a forgotten PIN or a declined transaction can help you access your benefits without delay.

PIN Errors and Card Lock-Outs

Entering the wrong PIN several times in a row can trigger a temporary security lock on your account, causing all transactions to be declined. You might also simply forget your PIN.

• Wait until after midnight, as most temporary locks are cleared daily.

• Call Iowa EBT Customer Service at 1-800-359-5802 to reset your PIN. You will need to verify your identity with your Social Security Number and date of birth.

• Choose a new four-digit PIN that is easy for you to remember but difficult for others to guess.

• Keep a written copy of your new PIN in a safe place, separate from your EBT card.

Benefits Not Deposited on Time

Benefits may seem late due to confusion over Iowa’s staggered deposit schedule. Funds are loaded based on the first letter of the head of household’s last name, from the 1st to the 10th of each month.

Processing delays around holidays or weekends can also affect deposit times. In other cases, a late case renewal can interrupt the benefit schedule.

• Confirm your deposit date based on Iowa's schedule before assuming funds are missing.

• Check your balance on the ConnectEBT website. You can also check your EBT balance and find cashback offers by downloading the Benny app.

• If you recently submitted recertification paperwork, contact your local Iowa Health & Human Services (HHS) office to confirm it has been processed.

• Make sure your contact information is always current with HHS to receive renewal notices on time.

Card Declined at Checkout

A “Cannot read card” message often points to a physical problem with the card itself, such as a worn-out magnetic stripe or a dirty chip. It can also happen if you accidentally choose the wrong account (Food or Cash) at the terminal.

• Ask the cashier to wipe the card’s chip and try inserting it again. If that fails, try swiping the card.

• If the card is cracked or the magnetic stripe is peeling, call Customer Service at 1-800-359-5802 to request a free replacement, which typically arrives in 7-10 business days.

• While waiting for a new card, you may be able to ask a cashier to perform a manual entry. If you have EBT Cash benefits, you can also withdraw them at an ATM.