<p>New York EBT Customer Service: How to Get Help & Common Issues</p> <p> </p>

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Managing your EBT account in New York can feel overwhelming when you run into an issue. Whether you're an existing cardholder who needs to replace a lost card or reset your PIN, or you're just starting and have questions about applying, this guide provides all the ways to contact New York's EBT customer service and troubleshoot common problems.

How to Contact EBT Customer Service in New York

You can reach New York's EBT customer service through several channels for different types of support.

Phone: For card-specific issues like checking your balance, changing your PIN, or reporting a lost card, call the 24/7 EBT Customer Service helpline at 1-888-328-6399. For questions requiring agency staff assistance, contact the Office of Temporary and Disability Assistance main line at 518-473-1090.
Email: You can send general questions to the New York State Office of Temporary and Disability Assistance, which runs the EBT program, at nyspio@otda.ny.gov.
Mail: For formal correspondence, you can write to the main office at New York State Office of Temporary and Disability Assistance, 40 North Pearl Street, Albany, NY 12243.
In-Person: Find your nearest county office through the state's Local Departments of Social Services locator. If you are in New York City, a separate list of borough SNAP Centers provides local addresses and hours.

Multi-Lingual Support

New York provides live phone interpretation services for EBT inquiries in several languages, including Spanish, Chinese, and Russian. A complete list of supported languages is available through the OTDA's Language Assistance Services.

Track Your EBT Balance & Get Cash Back on SNAP

Download the app

Common EBT-Related Issues and How to Resolve Them

While your EBT card is a convenient tool, you may occasionally run into problems. From a lost card to a forgotten PIN, knowing how to quickly resolve these issues can prevent a major headache at the checkout counter. Most problems can be fixed by phone or online.

Lost, Stolen, or Damaged Card

If your card is gone or broken, you must act fast to protect your benefits. A quick report can deactivate the card, preventing anyone else from using it. You can then order a replacement and take steps to recover any stolen funds.

Immediately report the card lost or stolen by calling 1-888-328-6399 or logging into the ebtEDGE portal to deactivate it.
Request a free replacement card, which should arrive by mail in five to seven business days.
If benefits were stolen, get a benefit replacement form from your local social services office. Submit it quickly, as federal rules limit reimbursement.
Use the “Freeze/Unfreeze Card” feature on ebtEDGE to block transactions until your new card arrives.
When the replacement card comes, choose a new, secure PIN before using it.

PIN Forgotten, Locked, or Compromised

Your PIN is the main line of defense for your account. If you forget it, or if you think someone else saw it, you should change it right away. This is a simple process that you can do yourself as often as needed to keep your account secure.

Log in to ebtEDGE or call the helpline to use the “Change PIN” option.
Select a four-digit number that is not a simple sequence (like 1234) or a repeating digit (like 2222), as the system will reject them.
Always cover the keypad when entering your PIN and never write it on the card or its sleeve.
To guard against data skimming, consider changing your PIN after every transaction.

Suspicious or Unauthorized Transactions

Electronic theft through skimming, cloning, or phishing is a serious threat. If you see transactions you don't recognize, it's important to report them immediately. This allows the state to investigate and helps you start the process of recovering stolen benefits.

Review your transaction history on the ebtEDGE portal or app.
Report any unauthorized activity to the EBT helpline. Your card will be disabled and a replacement will be sent.
You must submit a benefit-replacement claim within the required timeframe. Reimbursement is limited to the stolen amount or two months of benefits, whichever is less.
Change your PIN and remember that OTDA will never ask for your PIN or card number by phone, text, or email.

Card Declined at Checkout

A declined card can be frustrating, but it doesn't always mean your benefits are gone. The issue could be a low balance, a frozen card, or a problem with the store's equipment. A few quick checks can often identify and solve the problem on the spot.

First, verify your available funds. You can use a free app like Benny to track your SNAP and EBT Cash balance or check via the ebtEDGE portal. For a full guide, see how to check your EBT balance.
Check the ebtEDGE app to make sure your card is not accidentally “frozen.”
Inspect the card for cracks or a worn magnetic stripe. Gently clean it and try again.
Ask the cashier if their EBT system is online. If it’s down, you may need to try another register or store.

Manage Your EBT Benefits and Get Cashback with Benny

The free Benny app helps you monitor your EBT balance and earn cash back on qualifying purchases from retailers like Walmart, Target, and Costco. To get started, simply link your EBT card. After you shop, scan your receipt with the app to receive cashback on SNAP-eligible items.

Download Benny to manage your spending and make your EBT benefits go further.

SHARE

Managing your EBT account in New York can feel overwhelming when you run into an issue. Whether you're an existing cardholder who needs to replace a lost card or reset your PIN, or you're just starting and have questions about applying, this guide provides all the ways to contact New York's EBT customer service and troubleshoot common problems.

How to Contact EBT Customer Service in New York

You can reach New York's EBT customer service through several channels for different types of support.

Phone: For card-specific issues like checking your balance, changing your PIN, or reporting a lost card, call the 24/7 EBT Customer Service helpline at 1-888-328-6399. For questions requiring agency staff assistance, contact the Office of Temporary and Disability Assistance main line at 518-473-1090.
Email: You can send general questions to the New York State Office of Temporary and Disability Assistance, which runs the EBT program, at nyspio@otda.ny.gov.
Mail: For formal correspondence, you can write to the main office at New York State Office of Temporary and Disability Assistance, 40 North Pearl Street, Albany, NY 12243.
In-Person: Find your nearest county office through the state's Local Departments of Social Services locator. If you are in New York City, a separate list of borough SNAP Centers provides local addresses and hours.

Multi-Lingual Support

New York provides live phone interpretation services for EBT inquiries in several languages, including Spanish, Chinese, and Russian. A complete list of supported languages is available through the OTDA's Language Assistance Services.

Track Your EBT Balance & Get Cash Back on SNAP

Download the app

Common EBT-Related Issues and How to Resolve Them

While your EBT card is a convenient tool, you may occasionally run into problems. From a lost card to a forgotten PIN, knowing how to quickly resolve these issues can prevent a major headache at the checkout counter. Most problems can be fixed by phone or online.

Lost, Stolen, or Damaged Card

If your card is gone or broken, you must act fast to protect your benefits. A quick report can deactivate the card, preventing anyone else from using it. You can then order a replacement and take steps to recover any stolen funds.

Immediately report the card lost or stolen by calling 1-888-328-6399 or logging into the ebtEDGE portal to deactivate it.
Request a free replacement card, which should arrive by mail in five to seven business days.
If benefits were stolen, get a benefit replacement form from your local social services office. Submit it quickly, as federal rules limit reimbursement.
Use the “Freeze/Unfreeze Card” feature on ebtEDGE to block transactions until your new card arrives.
When the replacement card comes, choose a new, secure PIN before using it.

PIN Forgotten, Locked, or Compromised

Your PIN is the main line of defense for your account. If you forget it, or if you think someone else saw it, you should change it right away. This is a simple process that you can do yourself as often as needed to keep your account secure.

Log in to ebtEDGE or call the helpline to use the “Change PIN” option.
Select a four-digit number that is not a simple sequence (like 1234) or a repeating digit (like 2222), as the system will reject them.
Always cover the keypad when entering your PIN and never write it on the card or its sleeve.
To guard against data skimming, consider changing your PIN after every transaction.

Suspicious or Unauthorized Transactions

Electronic theft through skimming, cloning, or phishing is a serious threat. If you see transactions you don't recognize, it's important to report them immediately. This allows the state to investigate and helps you start the process of recovering stolen benefits.

Review your transaction history on the ebtEDGE portal or app.
Report any unauthorized activity to the EBT helpline. Your card will be disabled and a replacement will be sent.
You must submit a benefit-replacement claim within the required timeframe. Reimbursement is limited to the stolen amount or two months of benefits, whichever is less.
Change your PIN and remember that OTDA will never ask for your PIN or card number by phone, text, or email.

Card Declined at Checkout

A declined card can be frustrating, but it doesn't always mean your benefits are gone. The issue could be a low balance, a frozen card, or a problem with the store's equipment. A few quick checks can often identify and solve the problem on the spot.

First, verify your available funds. You can use a free app like Benny to track your SNAP and EBT Cash balance or check via the ebtEDGE portal. For a full guide, see how to check your EBT balance.
Check the ebtEDGE app to make sure your card is not accidentally “frozen.”
Inspect the card for cracks or a worn magnetic stripe. Gently clean it and try again.
Ask the cashier if their EBT system is online. If it’s down, you may need to try another register or store.

Manage Your EBT Benefits and Get Cashback with Benny

The free Benny app helps you monitor your EBT balance and earn cash back on qualifying purchases from retailers like Walmart, Target, and Costco. To get started, simply link your EBT card. After you shop, scan your receipt with the app to receive cashback on SNAP-eligible items.

Download Benny to manage your spending and make your EBT benefits go further.

SHARE

Managing your EBT account in New York can feel overwhelming when you run into an issue. Whether you're an existing cardholder who needs to replace a lost card or reset your PIN, or you're just starting and have questions about applying, this guide provides all the ways to contact New York's EBT customer service and troubleshoot common problems.

How to Contact EBT Customer Service in New York

You can reach New York's EBT customer service through several channels for different types of support.

Phone: For card-specific issues like checking your balance, changing your PIN, or reporting a lost card, call the 24/7 EBT Customer Service helpline at 1-888-328-6399. For questions requiring agency staff assistance, contact the Office of Temporary and Disability Assistance main line at 518-473-1090.
Email: You can send general questions to the New York State Office of Temporary and Disability Assistance, which runs the EBT program, at nyspio@otda.ny.gov.
Mail: For formal correspondence, you can write to the main office at New York State Office of Temporary and Disability Assistance, 40 North Pearl Street, Albany, NY 12243.
In-Person: Find your nearest county office through the state's Local Departments of Social Services locator. If you are in New York City, a separate list of borough SNAP Centers provides local addresses and hours.

Multi-Lingual Support

New York provides live phone interpretation services for EBT inquiries in several languages, including Spanish, Chinese, and Russian. A complete list of supported languages is available through the OTDA's Language Assistance Services.

Track Your EBT Balance & Get Cash Back on SNAP

Download the app

Common EBT-Related Issues and How to Resolve Them

While your EBT card is a convenient tool, you may occasionally run into problems. From a lost card to a forgotten PIN, knowing how to quickly resolve these issues can prevent a major headache at the checkout counter. Most problems can be fixed by phone or online.

Lost, Stolen, or Damaged Card

If your card is gone or broken, you must act fast to protect your benefits. A quick report can deactivate the card, preventing anyone else from using it. You can then order a replacement and take steps to recover any stolen funds.

Immediately report the card lost or stolen by calling 1-888-328-6399 or logging into the ebtEDGE portal to deactivate it.
Request a free replacement card, which should arrive by mail in five to seven business days.
If benefits were stolen, get a benefit replacement form from your local social services office. Submit it quickly, as federal rules limit reimbursement.
Use the “Freeze/Unfreeze Card” feature on ebtEDGE to block transactions until your new card arrives.
When the replacement card comes, choose a new, secure PIN before using it.

PIN Forgotten, Locked, or Compromised

Your PIN is the main line of defense for your account. If you forget it, or if you think someone else saw it, you should change it right away. This is a simple process that you can do yourself as often as needed to keep your account secure.

Log in to ebtEDGE or call the helpline to use the “Change PIN” option.
Select a four-digit number that is not a simple sequence (like 1234) or a repeating digit (like 2222), as the system will reject them.
Always cover the keypad when entering your PIN and never write it on the card or its sleeve.
To guard against data skimming, consider changing your PIN after every transaction.

Suspicious or Unauthorized Transactions

Electronic theft through skimming, cloning, or phishing is a serious threat. If you see transactions you don't recognize, it's important to report them immediately. This allows the state to investigate and helps you start the process of recovering stolen benefits.

Review your transaction history on the ebtEDGE portal or app.
Report any unauthorized activity to the EBT helpline. Your card will be disabled and a replacement will be sent.
You must submit a benefit-replacement claim within the required timeframe. Reimbursement is limited to the stolen amount or two months of benefits, whichever is less.
Change your PIN and remember that OTDA will never ask for your PIN or card number by phone, text, or email.

Card Declined at Checkout

A declined card can be frustrating, but it doesn't always mean your benefits are gone. The issue could be a low balance, a frozen card, or a problem with the store's equipment. A few quick checks can often identify and solve the problem on the spot.

First, verify your available funds. You can use a free app like Benny to track your SNAP and EBT Cash balance or check via the ebtEDGE portal. For a full guide, see how to check your EBT balance.
Check the ebtEDGE app to make sure your card is not accidentally “frozen.”
Inspect the card for cracks or a worn magnetic stripe. Gently clean it and try again.
Ask the cashier if their EBT system is online. If it’s down, you may need to try another register or store.

Manage Your EBT Benefits and Get Cashback with Benny

The free Benny app helps you monitor your EBT balance and earn cash back on qualifying purchases from retailers like Walmart, Target, and Costco. To get started, simply link your EBT card. After you shop, scan your receipt with the app to receive cashback on SNAP-eligible items.

Download Benny to manage your spending and make your EBT benefits go further.

SHARE

Managing your EBT account in New York can feel overwhelming when you run into an issue. Whether you're an existing cardholder who needs to replace a lost card or reset your PIN, or you're just starting and have questions about applying, this guide provides all the ways to contact New York's EBT customer service and troubleshoot common problems.

How to Contact EBT Customer Service in New York

You can reach New York's EBT customer service through several channels for different types of support.

Phone: For card-specific issues like checking your balance, changing your PIN, or reporting a lost card, call the 24/7 EBT Customer Service helpline at 1-888-328-6399. For questions requiring agency staff assistance, contact the Office of Temporary and Disability Assistance main line at 518-473-1090.
Email: You can send general questions to the New York State Office of Temporary and Disability Assistance, which runs the EBT program, at nyspio@otda.ny.gov.
Mail: For formal correspondence, you can write to the main office at New York State Office of Temporary and Disability Assistance, 40 North Pearl Street, Albany, NY 12243.
In-Person: Find your nearest county office through the state's Local Departments of Social Services locator. If you are in New York City, a separate list of borough SNAP Centers provides local addresses and hours.

Multi-Lingual Support

New York provides live phone interpretation services for EBT inquiries in several languages, including Spanish, Chinese, and Russian. A complete list of supported languages is available through the OTDA's Language Assistance Services.

Track Your EBT Balance & Get Cash Back on SNAP

Download the app

Common EBT-Related Issues and How to Resolve Them

While your EBT card is a convenient tool, you may occasionally run into problems. From a lost card to a forgotten PIN, knowing how to quickly resolve these issues can prevent a major headache at the checkout counter. Most problems can be fixed by phone or online.

Lost, Stolen, or Damaged Card

If your card is gone or broken, you must act fast to protect your benefits. A quick report can deactivate the card, preventing anyone else from using it. You can then order a replacement and take steps to recover any stolen funds.

Immediately report the card lost or stolen by calling 1-888-328-6399 or logging into the ebtEDGE portal to deactivate it.
Request a free replacement card, which should arrive by mail in five to seven business days.
If benefits were stolen, get a benefit replacement form from your local social services office. Submit it quickly, as federal rules limit reimbursement.
Use the “Freeze/Unfreeze Card” feature on ebtEDGE to block transactions until your new card arrives.
When the replacement card comes, choose a new, secure PIN before using it.

PIN Forgotten, Locked, or Compromised

Your PIN is the main line of defense for your account. If you forget it, or if you think someone else saw it, you should change it right away. This is a simple process that you can do yourself as often as needed to keep your account secure.

Log in to ebtEDGE or call the helpline to use the “Change PIN” option.
Select a four-digit number that is not a simple sequence (like 1234) or a repeating digit (like 2222), as the system will reject them.
Always cover the keypad when entering your PIN and never write it on the card or its sleeve.
To guard against data skimming, consider changing your PIN after every transaction.

Suspicious or Unauthorized Transactions

Electronic theft through skimming, cloning, or phishing is a serious threat. If you see transactions you don't recognize, it's important to report them immediately. This allows the state to investigate and helps you start the process of recovering stolen benefits.

Review your transaction history on the ebtEDGE portal or app.
Report any unauthorized activity to the EBT helpline. Your card will be disabled and a replacement will be sent.
You must submit a benefit-replacement claim within the required timeframe. Reimbursement is limited to the stolen amount or two months of benefits, whichever is less.
Change your PIN and remember that OTDA will never ask for your PIN or card number by phone, text, or email.

Card Declined at Checkout

A declined card can be frustrating, but it doesn't always mean your benefits are gone. The issue could be a low balance, a frozen card, or a problem with the store's equipment. A few quick checks can often identify and solve the problem on the spot.

First, verify your available funds. You can use a free app like Benny to track your SNAP and EBT Cash balance or check via the ebtEDGE portal. For a full guide, see how to check your EBT balance.
Check the ebtEDGE app to make sure your card is not accidentally “frozen.”
Inspect the card for cracks or a worn magnetic stripe. Gently clean it and try again.
Ask the cashier if their EBT system is online. If it’s down, you may need to try another register or store.

Manage Your EBT Benefits and Get Cashback with Benny

The free Benny app helps you monitor your EBT balance and earn cash back on qualifying purchases from retailers like Walmart, Target, and Costco. To get started, simply link your EBT card. After you shop, scan your receipt with the app to receive cashback on SNAP-eligible items.

Download Benny to manage your spending and make your EBT benefits go further.

SHARE

Managing your EBT account in New York can feel overwhelming when you run into an issue. Whether you're an existing cardholder who needs to replace a lost card or reset your PIN, or you're just starting and have questions about applying, this guide provides all the ways to contact New York's EBT customer service and troubleshoot common problems.

How to Contact EBT Customer Service in New York

You can reach New York's EBT customer service through several channels for different types of support.

Phone: For card-specific issues like checking your balance, changing your PIN, or reporting a lost card, call the 24/7 EBT Customer Service helpline at 1-888-328-6399. For questions requiring agency staff assistance, contact the Office of Temporary and Disability Assistance main line at 518-473-1090.
Email: You can send general questions to the New York State Office of Temporary and Disability Assistance, which runs the EBT program, at nyspio@otda.ny.gov.
Mail: For formal correspondence, you can write to the main office at New York State Office of Temporary and Disability Assistance, 40 North Pearl Street, Albany, NY 12243.
In-Person: Find your nearest county office through the state's Local Departments of Social Services locator. If you are in New York City, a separate list of borough SNAP Centers provides local addresses and hours.

Multi-Lingual Support

New York provides live phone interpretation services for EBT inquiries in several languages, including Spanish, Chinese, and Russian. A complete list of supported languages is available through the OTDA's Language Assistance Services.

Track Your EBT Balance & Get Cash Back on SNAP

Download the app

Common EBT-Related Issues and How to Resolve Them

While your EBT card is a convenient tool, you may occasionally run into problems. From a lost card to a forgotten PIN, knowing how to quickly resolve these issues can prevent a major headache at the checkout counter. Most problems can be fixed by phone or online.

Lost, Stolen, or Damaged Card

If your card is gone or broken, you must act fast to protect your benefits. A quick report can deactivate the card, preventing anyone else from using it. You can then order a replacement and take steps to recover any stolen funds.

Immediately report the card lost or stolen by calling 1-888-328-6399 or logging into the ebtEDGE portal to deactivate it.
Request a free replacement card, which should arrive by mail in five to seven business days.
If benefits were stolen, get a benefit replacement form from your local social services office. Submit it quickly, as federal rules limit reimbursement.
Use the “Freeze/Unfreeze Card” feature on ebtEDGE to block transactions until your new card arrives.
When the replacement card comes, choose a new, secure PIN before using it.

PIN Forgotten, Locked, or Compromised

Your PIN is the main line of defense for your account. If you forget it, or if you think someone else saw it, you should change it right away. This is a simple process that you can do yourself as often as needed to keep your account secure.

Log in to ebtEDGE or call the helpline to use the “Change PIN” option.
Select a four-digit number that is not a simple sequence (like 1234) or a repeating digit (like 2222), as the system will reject them.
Always cover the keypad when entering your PIN and never write it on the card or its sleeve.
To guard against data skimming, consider changing your PIN after every transaction.

Suspicious or Unauthorized Transactions

Electronic theft through skimming, cloning, or phishing is a serious threat. If you see transactions you don't recognize, it's important to report them immediately. This allows the state to investigate and helps you start the process of recovering stolen benefits.

Review your transaction history on the ebtEDGE portal or app.
Report any unauthorized activity to the EBT helpline. Your card will be disabled and a replacement will be sent.
You must submit a benefit-replacement claim within the required timeframe. Reimbursement is limited to the stolen amount or two months of benefits, whichever is less.
Change your PIN and remember that OTDA will never ask for your PIN or card number by phone, text, or email.

Card Declined at Checkout

A declined card can be frustrating, but it doesn't always mean your benefits are gone. The issue could be a low balance, a frozen card, or a problem with the store's equipment. A few quick checks can often identify and solve the problem on the spot.

First, verify your available funds. You can use a free app like Benny to track your SNAP and EBT Cash balance or check via the ebtEDGE portal. For a full guide, see how to check your EBT balance.
Check the ebtEDGE app to make sure your card is not accidentally “frozen.”
Inspect the card for cracks or a worn magnetic stripe. Gently clean it and try again.
Ask the cashier if their EBT system is online. If it’s down, you may need to try another register or store.

Manage Your EBT Benefits and Get Cashback with Benny

The free Benny app helps you monitor your EBT balance and earn cash back on qualifying purchases from retailers like Walmart, Target, and Costco. To get started, simply link your EBT card. After you shop, scan your receipt with the app to receive cashback on SNAP-eligible items.

Download Benny to manage your spending and make your EBT benefits go further.