Common EBT-Related Issues and How to Resolve Them

While your EBT card is a convenient tool, you might occasionally run into problems. Common issues range from a lost card and forgotten PIN to missing benefits and transaction errors. Knowing the right steps to take can help you resolve these situations quickly and protect your benefits.

Lost Or Stolen EBT Card

If you realize your EBT card is missing, it is important to act immediately to protect your funds from unauthorized use. The first step is to freeze your account to prevent anyone else from accessing your benefits.

• Call Alabama EBT Customer Service at 1-800-997-8888 and select the option for a lost or stolen card.

• Verify your identity with your card number, the last four digits of your SSN, and your date of birth to deactivate the old card.

• Request a replacement card and confirm your mailing address. A new card should arrive in 5–7 business days.

• When the new card arrives, call the same number to set a new PIN before using it.

• If benefits were used before you reported the card missing, you can file a stolen-benefits claim at your county DHR office within 30 days to request reimbursement.

Forgotten Or Locked PIN

Forgetting your PIN or having it locked after too many incorrect attempts can be frustrating. Fortunately, you can reset it over the phone without needing to visit an office. You will need your card and personal information handy.

• Dial 1-800-997-8888 and choose the menu option to reset your PIN.

• Provide your card number, the last four digits of your SSN, and your date of birth to confirm your identity.

• Select a new four-digit PIN. The Alabama DHR warns against using simple patterns like 1111 or 1234 to prevent fraud.

• After resetting, you can check your balance through the automated system to confirm the new PIN is active.

• If the new PIN still does not work at a store, try the reset process again or request a replacement card.

Missing Or Delayed Benefits

If your benefits have not appeared on your card as expected, there could be several reasons. Before contacting customer service, you can check a few things on your own to identify the cause of the delay.

• First, confirm if funds were deposited by checking your balance. You can use a free app like Benny to track your SNAP and EBT Cash balance in real-time or use the automated phone system.

• Check the EBT deposit schedule for Alabama to see if your payment date fell on a weekend or holiday, which can cause a delay.

• Review any recent messages from DHR by mail, text, or online to see if your case requires action, such as recertification or income verification.

• If you find missing paperwork, submit it to your county DHR office right away to clear any holds on your account.

Card Declined At Checkout

A declined transaction can be inconvenient, but it does not always mean you are out of funds. The issue could be with the store's machine, your card's physical condition, or a temporary system outage.

• Ask the cashier to try the transaction again, as the store's EBT machine might have had a brief outage.

• You can quickly check your EBT balance from the store to confirm you have enough funds and listen for any system status messages.

• If you have funds but the card still fails, inspect it for damage like scratches on the magnetic strip. If it is damaged, you can request a free replacement.

• Note any error code the machine displays. The merchant can call the EBT Merchant Helpdesk at 1-800-477-8604 for store-specific troubleshooting.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app that lets you track your EBT balance in real-time and earn cash back on eligible purchases at stores like Walmart, Target, and Kroger. To get started, link your EBT card to the app. After you make a purchase, scan your receipt with Benny to get cashback on SNAP-eligible items.

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