Common EBT-Related Issues and How to Resolve Them

While the Oregon Trail card is a reliable tool for accessing benefits, you might occasionally run into problems. Common issues range from a lost card to a forgotten PIN or a missing deposit. Fortunately, most of these situations have straightforward solutions.

Lost or Stolen Card

Misplacing your card or having it stolen requires immediate action to protect your funds. The first step is to freeze your account to prevent anyone else from using it. You can then request a replacement card, which is free of charge.

• Immediately call the 24-hour EBT customer service line at 888-997-4447 to report the card missing and freeze your account.

• During business hours (Monday–Friday, 8:30 a.m.–4:30 p.m.), call the replacement card line at 855-328-6715 or visit an ODHS office to order a new card.

• Confirm your mailing address with the agent. A replacement card typically arrives within five business days.

• If your old card turns up, destroy it to avoid confusion. Monitor your account until the new card is active.

Forgotten or Locked-Out PIN

Forgetting your Personal Identification Number (PIN) or getting locked out after too many incorrect attempts is a frequent issue. You can easily reset your PIN over the phone by verifying your identity, which protects your account from unauthorized access.

• Call the 24-hour customer service line to request a PIN reset. You will need to verify your identity using your card number, date of birth, and ZIP code.

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

• Test the new PIN at a store or ATM. If it still doesn’t work, you may need to visit an ODHS office for in-person assistance.

Card Declined or Physically Damaged

A declined transaction does not always mean you have insufficient funds. The problem could be a temporary network outage, an issue with the store’s card reader, or physical damage to your card. Troubleshooting the cause can help you get it working again.

• Ask the cashier if the EBT network is down. You can also try a different checkout lane or another store to rule out a merchant-specific problem.

• Inspect your card for cracks or a worn magnetic strip. Gently wiping the chip or strip and trying again can sometimes fix the issue.

• If the card is still declined, check your balance. You can use a free app like Benny to see your real-time SNAP and EBT Cash balance, or check your last store receipt.

• If the card is damaged, request a free replacement and destroy the defective card.

Missing Monthly Deposit

If your expected monthly benefits have not been loaded onto your card, the first step is to confirm the correct deposit date. If the date has passed and the funds are still missing, you may need to contact your local office to check for issues with your case.

• Verify the correct payment date by checking the EBT deposit schedule for Oregon. Payment dates are based on the last digit of your case number.

• You can confirm your current balance by checking your most recent store receipt or by logging into the ebtEDGE online portal.

• If the deposit date has passed and funds are not available, contact your local ODHS office or the ONE customer service center at 800-699-9075.

• Keep a written log of call dates and reference numbers in case the problem recurs and needs to be escalated.

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 make a purchase, scan your receipt with Benny to receive cashback on SNAP-eligible items.

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