Common EBT-Related Issues and How to Resolve Them

While EBT provides a straightforward way to access benefits, recipients can sometimes run into problems. Most issues have simple solutions, but knowing the right steps to take is important. Below are some of the most common situations and how to resolve them quickly.

Lost, Stolen, or Damaged Card

Misplacing your card or having it stolen can be stressful, but you can protect your benefits by acting fast. The New York EBT customer service number is the primary resource for deactivating a compromised card and requesting a new one. Physical damage that prevents swipes or reads also requires a replacement.

• Immediately report the card lost or stolen by calling 1-888-328-6399 or logging into the ebtEDGE portal to have it deactivated.

• Request a free replacement card, which should arrive by mail in five to seven business days.

• If benefits were stolen before you reported the loss, you must request and submit a benefit replacement form from your local social services office.

• Use the “Freeze/Unfreeze Card” feature on the ebtEDGE app or website to block transactions until your new card arrives.

Forgotten or Compromised PIN

Your PIN is the only protection for your account if your card falls into the wrong hands. If you forget your PIN or suspect someone else knows it, you should change it right away. You can update your PIN as often as you need to without having to order a new card.

• Use the “Change PIN” option on the ebtEDGE website or through the automated phone system to select a new four-digit number.

• Choose a PIN that is not easy to guess, avoiding sequential numbers like 1234 or repeating digits like 1111.

• Always cover the keypad when entering your PIN and never write it on the card or its sleeve.

Suspicious or Unauthorized Transactions

Electronic benefit theft through skimming or phishing is a growing concern. If you notice transactions you don't recognize, it’s critical to report them immediately to protect your remaining funds. Timely reporting is also necessary to file a claim for stolen SNAP benefits.

• Review your recent purchases by logging into ebtEDGE or using the “Last 10 Transactions” option on the customer service line.

• As soon as you spot unauthorized activity, report the benefit theft to have the card disabled and a replacement issued.

• Submit a claim form for reimbursement, which is limited to the amount stolen or two months of benefits, whichever is less.

• Change your PIN and be cautious of unsolicited texts or calls asking for card details. State agencies will never ask for your PIN.

Card Declined at Checkout

A declined transaction can happen for several reasons, from insufficient funds to a retailer’s system being offline. Before assuming the worst, there are a few things you can check yourself. Good customer service for EBT in New York starts with having the tools to troubleshoot minor issues on your own.

• First, verify your funds are available. You can do a quick EBT balance check online. Alternatively, free apps like Benny let you track your SNAP and EBT Cash balance in real-time.

• Make sure your card is not “frozen” in the ebtEDGE app and unfreeze it if needed.

• Inspect the card for any cracks or a worn magnetic stripe. Gently clean the card and try again.

• Ask the cashier if their EBT system is working. If it’s down, you may need to try a different checkout lane or store.

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. To get started, link your EBT card to the app. After you make a purchase, scan your receipt with Benny to receive cashback on SNAP-eligible items.

While not a substitute for the official EBT customer service in New York, the app offers a simple way to manage your funds. Download Benny to take control of your spending and get more out of your EBT benefits.