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 to a forgotten PIN or missing benefits. Knowing the right steps to take can help you resolve these situations quickly and with minimal stress.

Lost or Stolen Kokua EBT Card

A lost or stolen card requires immediate action to protect your benefits. You must report it as soon as you notice it's missing. The state provides general EBT card information to help you secure your account quickly. The customer service for EBT in Hawaii can deactivate the card right away.

• Call the 24-hour EBT customer service line at 1-888-328-4292 to report the card missing and have it deactivated.

• Confirm your identity and mailing address with the agent to ensure the replacement card is sent to the correct location.

• Ask about the delivery time (typically 5–7 days) and see if in-person pickup is a faster option for you.

• Keep the reference number provided by the agent as proof that you reported the loss.

• When your new card arrives, create a new PIN. Destroy the old card if it ever shows up.

Forgotten or Blocked PIN

Forgetting your PIN or having it blocked is a common hiccup. Fortunately, you can reset it yourself without needing to speak to an agent. The EBT customer service in Hawaii provides automated options for this.

• Use the automated menu on the customer service line or visit the ebtEDGE web portal to select the PIN change option.

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

• If your card was blocked after four failed attempts, you must wait until after midnight for the system hold to clear before using the new PIN.

• Confirm the reset worked by checking your balance. You can use the free Benny app to see your SNAP and EBT Cash balance, or make a small inquiry at an ATM.

• Memorize your new PIN and never write it on your card or store it with your card.

Card Is Damaged or Won’t Scan

Physical damage to the magnetic stripe or chip can prevent your card from working at checkout. If your card is declined, it may be time for a replacement. The Hawaii EBT customer service number is the best contact for these issues.

• If the card is declined, note the decline code on your receipt for troubleshooting. Many errors can be fixed remotely by customer service.

• If the magnetic stripe or chip is visibly damaged, you will need to request a replacement, and your current card will be deactivated.

• Ask if an over-the-counter replacement is available at a local processing center if you cannot wait for mail delivery.

• Once the new card arrives, perform a small transaction to confirm it works properly before making larger purchases.

Expected Benefits Did Not Appear

If your balance is zero or lower than expected on your deposit day, there could be a simple explanation. First, check the official EBT deposit schedule for Hawaii to confirm the date, as weekends or holidays can cause shifts.

• Verify your current balance. You can use a free app like Benny to track your SNAP and EBT Cash balance, or check it at an ATM.

• If funds are still missing after the deposit date, contact customer service to open a ticket.

• Ask if a recertification issue, address mismatch, or system outage is holding the funds and submit any requested documents promptly.

• Keep notes of who you spoke with and follow up until the correct benefit amount appears in your account.

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 others. While the EBT customer service in Hawaii handles official account issues, Benny is designed to help you manage your spending.

To get started, link your EBT card to the app. After you make a purchase, scan your receipt to receive cashback on SNAP-eligible items. This process is separate from calling the Hawaii EBT customer service number for help with your card. Download Benny to take control of your spending and get more from your EBT benefits.