How Can I Keep My EBT Card Secure?

Phishing and spam attacks are on the rise across Alabama. These scams can appear in many different forms, making them difficult to spot. Knowing how thieves operate is the first step toward protecting your benefits and taking action on time.

How Benefits Are Stolen

Thieves use a combination of digital deception and physical devices to access EBT funds. Many scams begin with unsolicited calls, texts, or emails designed to trick you into giving away your card number and PIN. These messages often create a false sense of urgency, linking to fake websites that mimic official portals, but the Alabama DHR will never ask for your credentials this way.

Physical theft often involves card skimmers, which are devices illegally installed on point-of-sale terminals to copy your card's information. Thieves may also use "shimmers" that fit inside the chip reader or hidden Bluetooth readers to capture data. Since Alabama EBT cards still rely on a magnetic stripe, it is important to inspect payment terminals for any loose or suspicious parts before swiping.

What To Do If Your Benefits Are Stolen

If you discover fraudulent activity on your account, taking immediate action is necessary to secure any remaining balance. The following steps should be taken right away:

1. Change your PIN immediately.

2. Lock your card using the ConnectEBT app or website to block further use.

3. File a fraud report at your local county DHR office.

For a limited time, Alabama offered a program to replace SNAP benefits stolen through skimming, cloning, or phishing. This program covered fraud that occurred between October 10, 2022, and December 20, 2024. According to the replacement benefit rules, victims had to file a sworn affidavit within 30 days of discovering the theft. Reimbursement did not apply to lost cards, shared PINs, P-EBT, or EBT Cash funds.

The federal law that funded this program expired on September 30, 2024, and Alabama's program does not cover thefts after December 20, 2024. At this time, there is no way to recover stolen benefits unless Congress authorizes a new program.

Other Common Issues with EBT Cards and How to Resolve Them

Beyond security threats, day-to-day issues can sometimes interrupt access to your benefits. Knowing how to handle common problems like a forgotten PIN, a damaged card, or a declined transaction will help you resolve them quickly and get back to your shopping.

Forgotten Or Locked PIN

Forgetting your PIN or entering it incorrectly three times in a row will automatically lock your Alabama EBT card for security. This is a standard protection measure, but it can be inconvenient if you are in the middle of a transaction.

• Use the ConnectEBT mobile app or website to choose the “Reset/Change PIN” option. You will need your card number, the last four digits of the head of household's SSN, and their date of birth.

• If you cannot get online, call Alabama EBT Customer Service at 1-800-997-8888 and use the automated system to reset your PIN.

• After setting a new PIN, wait about 30 minutes before trying to use the card again.

Damaged, Worn, Or Demagnetized Card

Constant use can lead to wear and tear. Exposure to heat, bending the card, or scratches on the magnetic stripe can damage it, leading to a “Card Read Error” at the checkout counter. This prevents the terminal from reading your card's information.

• First, ask the cashier to try swiping the card at a different terminal. If it still fails, you will need a replacement.

• Request a new card through the ConnectEBT app or website, or by calling 1-800-997-8888. A replacement typically arrives by mail in five to seven business days.

• While you wait for the new card, most store cashiers can manually key-enter your card number and PIN for eligible purchases.

Transaction Declined With Sufficient Funds

It can be confusing when a transaction is declined even though you know you have funds available. This often happens when trying to purchase non-SNAP-eligible items like hot foods or paper products. It can also occur if the card is locked in your security settings or if the store's payment system is temporarily offline.

• Confirm your current balance by checking a recent receipt, calling the number on your card, or using the ConnectEBT portal or an app like Benny.

• Check the ConnectEBT app to make sure your card is not set to “Lock Card Everywhere” or “Lock Card Outside Alabama.”

• Ask the cashier to separate your SNAP-eligible food from other items and pay for the non-food items with a different payment method.

Helpful Bookmarks And Resources

• Alabama DHR Food Assistance: The official state resource for SNAP and EBT information.

• MyDHR: The online portal to apply for benefits, report changes, and complete recertifications.

• ConnectEBT: The primary site to check your balance, manage your PIN, and request a replacement card.

• Benny App: A mobile app for checking your balance and getting cashback on eligible purchases.

• Allpoint ATM Locator: A tool to find surcharge-free ATMs for EBT Cash withdrawals.