Common EBT-Related Issues and How to Resolve Them

While EBT is a reliable system, you may occasionally run into issues. Common problems include a lost card, a forgotten PIN, a declined transaction, or missing benefits. Fortunately, most situations have a straightforward solution.

Lost, Stolen, or Compromised Card

If your card is missing or you see unauthorized charges, acting quickly is important to protect your benefits. The first step is to report the issue to prevent further fraudulent use.

• Immediately call the EBT Customer Service Center at 1-888-997-9777 to report the card lost or stolen and deactivate it.

• Request a free replacement card and confirm your current mailing address with the representative.

• If benefits were stolen, ask how to file a claim. The stolen benefits process requires timely action, and you may need to submit a signed statement or BFA Form 473 within ten days.

• When your new card arrives, set a new PIN before using it.

• Continuously monitor your balance for any new suspicious activity and report it at once.

Forgotten, Locked, or Compromised PIN

Forgetting your PIN or having it locked after too many incorrect attempts is a common hiccup. You can reset it yourself without needing to visit an office.

• Call the EBT customer service line and select the option to change or unlock your PIN.

• You will need to verify your identity using your card number, the last four digits of your Social Security number, and your date of birth.

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

• Test the new PIN during your next purchase to confirm it works correctly.

Card Declined or Not Working

A declined card at checkout can be frustrating, but it does not always mean your benefits are gone. The issue could be with your balance, the card itself, or the store's equipment.

• First, perform a balance inquiry to rule out insufficient funds. You can find a complete guide on checking your balance or check your last receipt.

• If the card is physically damaged, like being cracked or demagnetized, call customer service to request a replacement.

• Ask the cashier to try the transaction again on a different payment terminal, as a single machine can sometimes have connection issues.

• Save your receipts and be prepared to use another form of payment until the issue is resolved.

Benefits Not Loaded or Balance Is Incorrect

If your benefits have not appeared on schedule or the amount seems wrong, it could be due to a holiday delay or a change in your case status. Verifying your deposit date and recent transactions is the first step.

• Deposits can be late if your issuance date falls on a weekend or holiday. Check the EBT deposit schedule for New Hampshire to confirm your expected date.

• Check your recent transaction history. You can use the free Benny app to see your real-time SNAP and EBT Cash balance or call the hotline.

• If benefits are missing, check if your case is pending recertification or requires additional documentation.

• Submit any missing paperwork to your district office or upload it via NH Easy and confirm it was received.

Manage Your EBT Benefits and Get Cashback with Benny

With the free Benny app, you can check your EBT balance in real-time and earn cash back on qualifying purchases at stores like Walmart, Target, and Costco. To begin, link your EBT card to the app. After shopping, scan your receipt to receive cashback on SNAP-eligible items.

Download Benny to manage your spending and stretch your EBT benefits further.