Common EBT-Related Issues and How to Resolve Them

While EBT is a convenient way to access your benefits, you might occasionally run into problems. Common issues include a lost card, a forgotten PIN, or a declined transaction. Here’s how to handle these situations.

Lost Or Stolen EBT Card

A lost or stolen card requires immediate action to protect your benefits. Acting quickly can prevent unauthorized use and help you get a replacement card without unnecessary delays.

• Call the Georgia EBT customer service line at 1-888-421-3281 right away. Select the option for a lost or stolen card to cancel it immediately.

• Request a replacement card after verifying your identity. You will need to confirm your mailing address on file.

• Your new card should arrive in 7–10 business days. Once it arrives, you must activate it and set a new PIN either over the phone or online at connectebt.com/ga.

• If you suspect benefits were stolen, you may be able to file a benefits replacement request. This applies to thefts between October 1, 2022, and December 20, 2024, that were reported within 30 days.

Forgotten Or Locked PIN

Forgetting your PIN or entering it incorrectly three times will lock your card for 24 hours. You can reset your PIN by contacting customer service.

• Contact customer service at 1-888-421-3281 and choose the PIN change option. You will need to provide identifying information to confirm you are the cardholder.

• Select a new four-digit PIN that is difficult to guess. Avoid simple combinations like 1234 or your birth year.

• To protect your benefits, memorize your new PIN and never write it on the card. It is a good practice to change it regularly.

Benefit Deposit Missing Or Delayed

If your benefits have not appeared on the expected date, there could be several reasons, from a simple processing delay to an issue with your case.

• First, confirm your balance. You can use a free app like Benny to track your SNAP and EBT Cash balance or call the EBT customer service line.

• Check the EBT deposit schedule for Georgia. Payments may be delayed by one business day if the deposit date falls on a weekend or holiday.

• If your case is new or up for renewal, log in to the Georgia Gateway portal to check if any documents or verification steps are pending.

• If your benefits are still missing, contact your DFCS caseworker or the customer contact center at 1-877-423-4746 to inquire about system outages or other delays.

Card Declined At Checkout

A declined card at the register can be frustrating, but it is often due to a simple, fixable issue. Before retrying, check a few common culprits.

• Confirm you have enough funds for the purchase. You can quickly check your EBT balance online or via the automated phone system.

• Make sure all items in your cart are SNAP-eligible. Non-eligible items will cause the transaction to be declined even if you have sufficient funds.

• Ask the cashier to try a different register. Sometimes, the problem is a temporary network interruption between the store and the EBT system.

• If your card is visibly worn or damaged, it may be demagnetized. If it continues to be rejected, contact customer service to request a free replacement.

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 shop, scan your receipt with Benny and receive cashback on SNAP-eligible items.

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