Common EBT-Related Issues and How to Resolve Them

While the Texas EBT system is generally reliable, you may occasionally run into problems with your Lone Star Card. From a lost card to a forgotten PIN, knowing the right steps to take can resolve the issue quickly and protect your benefits. Here are some common problems and their solutions.

Lost Or Stolen Card

Discovering your card is missing can be stressful, but you can prevent benefit theft by acting immediately. Taking swift action will secure your account and begin the process of getting a replacement card sent to you.

• Immediately call the Lone Star Card Help Desk at 800-777-7328 to report the card missing and have it frozen.

• Follow the prompts to speak with a representative, verify your identity, and request a replacement. The new card typically arrives within seven days.

• After the call, you can use the Your Texas Benefits app to confirm the card is frozen and track the shipment.

• Once your new card arrives, activate it and select a new PIN before making any purchases. Your balance and PIN will transfer automatically.

Damaged Card Or Swipe Errors

If your card is worn out and won't swipe at the checkout counter, the card itself may be the issue. Before requesting a new one, it is a good idea to make sure the problem isn't with the store's card reader.

• Try using your card in a different checkout lane or at an ATM to confirm the terminal is not the source of the problem.

• If the card still fails, use the “Freeze Card” function in the Your Texas Benefits app to prevent any accidental transactions.

• Call 800-777-7328 and choose the option for a card that “doesn’t work” to request a replacement.

• When the new card arrives, test it at a retailer and check your receipt to confirm your balance transferred correctly. A full FAQ is available for more details.

Forgotten Or Locked PIN

Forgetting your PIN or getting locked out after too many wrong attempts is a common issue. Fortunately, you can reset your PIN easily over the phone to regain access to your account and benefits.

• Dial 800-777-7328 and select the menu option to “change or reset PIN.”

• Provide the requested identifying information, then create a new four-digit PIN that is not a birthday or a repeating pattern.

• For added security, HHSC recommends resetting your PIN regularly using the phone line or the Your Texas Benefits app.

• Test the new PIN at an ATM or store. If it fails, contact customer service again to rule out other issues.

Suspicious Transactions Or Fraud

Unauthorized charges on your account may indicate that your card information has been compromised through skimming or other scams. Reviewing your transaction history and reporting suspicious activity is the best way to protect your funds.

• Review recent purchases by calling 800-777-7328 to hear your last 10 transactions or by using an app like Benny to check your balance.

• If you see charges you did not make, freeze the card in the app or call customer service to cancel it and issue a new one.

• Change your PIN right away, even if the card has already been canceled.

• Report the fraud to the HHSC Office of Inspector General at 800-436-6184 and file a police report. You may be eligible for replacement SNAP benefits if fraud is confirmed.

Manage Your EBT Benefits and Get Cashback with Benny

The Benny app 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 begin, link your EBT card to the app. After you shop, scan your receipt with Benny and receive cashback on SNAP-eligible items.

Download Benny to help manage your spending and get more from your EBT benefits.