Common EBT-Related Issues and How to Resolve Them

While EBT provides a convenient way to access benefits, recipients may occasionally face issues. Problems can range from a lost card to a transaction being declined unexpectedly. Knowing the right steps to take can help you resolve these situations quickly and restore access to your funds.

Lost or Stolen EBT Card

A lost or stolen card requires immediate action to protect your benefits from unauthorized use. The primary resource for EBT customer service in Tennessee is the 24/7 phone line, which you should contact to deactivate the card as soon as possible.

• Call the customer service line at 1-888-997-9444 and follow the menu to report the card missing.

• Verify your identity with personal details like your SSN and date of birth.

• Request that the agent deactivates the old card and mails a replacement to your confirmed address. New cards usually arrive within 7–10 business days.

• Activate the new card and choose a new PIN upon arrival.

Forgotten, Locked, or Compromised PIN

Your PIN is your key to accessing your benefits. If it's forgotten, compromised, or entered incorrectly too many times, your card may be locked. Fortunately, resetting it is a straightforward process that can be done over the phone.

• Call customer service and choose the “PIN reset” option from the menu.

• Provide your identity details as they appear on your case file.

• Enter a new 4-digit PIN twice to confirm your selection.

• If your card was locked, ask the agent to unlock it after resetting your PIN.

• Test the new PIN at a store or ATM to confirm it works.

Suspicious or Unauthorized Transactions

Card skimming and other forms of fraud are a growing concern, making it important to monitor your account for suspicious activity. If you notice transactions you didn't make, you must report them to begin the dispute process and protect your remaining benefits.

• Review your recent transaction history and note any unfamiliar charges.

• Immediately call customer service to freeze your card and dispute the fraudulent charges.

• Report the fraud to the TDHS Office of Inspector General at 1-800-241-2629.

• File a police report to create an official record, which is often needed for benefit replacement.

• Submit the required replacement form through the One DHS portal or at a local office within 30 days.

Card Declined or Not Working

A declined card at checkout can be frustrating, but the cause is often simple. It could be an issue with the store’s card reader, an incorrect PIN, or insufficient funds. Troubleshooting the problem usually takes just a few moments.

First, confirm you have enough funds for the purchase. You can check your balance by calling the Tennessee EBT customer service number on your card or by using a free app like Benny, which tracks your SNAP and EBT Cash balance in real-time.

• Try swiping the card again or moving to a different register, as the store's reader may be faulty.

• Carefully re-enter your PIN. If the card is locked, you will need to reset your PIN.

• Examine the card for any visible damage like cracks or a worn magnetic stripe. If it's damaged, request a replacement.

• If the card still fails, ask the merchant if their terminal accepts EBT.

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 Kroger. It's a useful tool that complements the support offered by customer service for EBT in Tennessee.

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. The app shows your real-time balance for both SNAP and EBT Cash.

While you'll still need the Tennessee EBT customer service number for card-related issues, you can Download Benny to take control of your spending and get more out of your benefits.