Common EBT-Related Issues and How to Resolve Them

While EBT is a convenient way to access benefits, you might occasionally run into problems. Common issues include a lost card, a forgotten PIN, missing deposits, or a card being declined at the register.

Lost or Stolen ACCESS Card

If you realize your card is missing, it is important to act quickly to protect your benefits from unauthorized use. Follow these steps immediately to secure your account and request a replacement.

• Call the EBT Recipient Hotline at 1-888-328-7366. Use the automated menu to report the card as lost or stolen, which will instantly disable it.

• When you speak to an agent, verify your identity and confirm you want the old card deactivated.

• Request a new card and confirm your current mailing address. A replacement typically arrives in 7–10 business days.

• Take note of the confirmation number for your records.

• When your new card arrives, call the number on the sticker to activate it and set a new PIN.

Forgotten PIN or Locked Account

Entering the wrong PIN multiple times can lock your account for security reasons. If you've forgotten your PIN or your account is locked, you can reset it through the automated phone system.

• Dial 1-888-328-7366 and select the option for PIN services. Have your EBT card handy.

• Follow the prompts to enter your card number and other identifying details to unlock the account.

• Choose a new four-digit PIN. Avoid using simple sequences or personal numbers like your birthday.

• To reduce fraud risk, consider changing your PIN monthly. You can do this by phone or through the ConnectEBT or myCOMPASS PA mobile apps.

• Test the new PIN at a store or ATM to make sure it works correctly.

Missing Deposits or $0 Balance

Seeing an incorrect balance or missing a deposit can be alarming. The first step is to verify your payment date and check for any unexpected transactions before reporting a problem.

• First, confirm your regular benefit deposit date by checking the Pennsylvania EBT deposit schedule.

• You can check your real-time balance using the free Benny app or the myCOMPASS PA portal. You can also call the hotline and select the balance option.

• If your benefits are still missing after the deposit date, ask a customer service agent if a system outage, holiday, or issue with your case is causing a delay.

• If you see unfamiliar purchases, your benefits may have been stolen. Proceed with the steps for reporting fraud.

• If a paperwork issue is the cause, contact your County Assistance Office to submit any missing documents.

Card Declined or Not Working

If your card is declined at checkout, it doesn’t always mean you have insufficient funds. The issue could be with the payment terminal, the card itself, or your account status.

• First, try using your card at a different register, as the problem might be with a specific terminal.

• If it's still declined, call the hotline for an automated balance check. If the balance is sufficient, speak with an agent.

• Ask the agent to check if your card is locked, expired, damaged, or not yet activated. They can help resolve these issues.

• If the card is worn out or expired, you can request a free replacement. Be sure to verify your mailing address.

• Once the new card arrives, activate it and destroy the old one.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app that helps you check your EBT 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 shopping, scan your receipt with Benny to receive cashback on SNAP-eligible items.

Download Benny to manage your spending and get more out of your EBT benefits.