How Can I Keep My EBT Card Secure?

Phishing and spam attacks are on the rise across Alaska, targeting EBT recipients with increasing sophistication. These scams can appear as texts, emails, or phone calls that look official. Recognizing the different ways thieves operate is the first step toward protecting your benefits.

How EBT Benefits Are Stolen

Thieves use several common methods to gain access to your food and cash benefits. One prevalent technique is card skimming, where a device secretly installed on a store’s card reader captures your card data and PIN. Thieves then create a cloned card and often drain the account from another state right after benefits are deposited. Always tug on a card reader before swiping, and if it feels loose, use a different checkout lane.

Another method is phishing, which involves unsolicited calls, texts, or emails claiming your account is frozen or you have extra benefits. These messages are scams designed to trick you into revealing your card number and PIN. Government agencies will never contact you to ask for this private information.

What To Do If Your Benefits Are Stolen

If you suspect your benefits have been stolen, you must act quickly. You can find information about reporting fraud on the Alaska EBT website. Take the following steps:

1. Immediately call the number on the back of your Quest card, 1-888-997-8111, to report the theft and have your card disabled.

2. You must file an official claim within 30 days of discovering the theft.

For SNAP benefits stolen electronically between October 1, 2022, and December 20, 2024, Alaska may issue a replacement. The amount will be the lesser of what was stolen or two months of your household's benefit, with a maximum of two replacements per federal fiscal year. Due to federal law changes, thefts occurring after December 20, 2024, cannot be reimbursed unless Congress passes new legislation.

However, stolen TANF and other EBT Cash benefits are not covered by this federal replacement rule. While you should still report the theft to have the card disabled, you will have to assume the financial loss.

Other Common Issues with EBT Cards and How to Resolve Them

Beyond security concerns, day-to-day issues can sometimes prevent you from using your benefits. From a declined transaction at the grocery store to a forgotten PIN, here are a few common problems and how to resolve them quickly.

Card Declined At The Checkout

Small glitches can cause a transaction to be rejected. This might happen if the Alaska Quest Card’s magnetic stripe is worn, the chip is dirty, or the store’s payment terminal is temporarily offline. Most stores will try the chip first, then the swipe.

The problem often stems from physical card damage, network outages, or because the store is not set up for EBT food purchases. If both chip and swipe methods fail, the transaction will not go through.

• Clean the chip with a soft cloth and try again. If the stripe is visibly scratched, ask the cashier to key-enter the 16-digit card number, as many terminals allow this.

• If the card is unreadable, call Quest Customer Service at 888-997-8111 to request a no-cost replacement. It typically ships within 3–5 business days to the address on file with the Division of Public Assistance (DPA).

Forgotten Or Locked Pin

For security, your card will lock if the wrong Personal Identification Number (PIN) is entered four times in a row. This can happen if you forget the number or if someone else, like a family member, makes too many incorrect guesses.

• Call Quest Customer Service and press “4” for PIN services. You will need your card number, date of birth, and full Social Security Number to choose a new four-digit PIN.

• Log in at the Fidelity Information Services cardholder site, which is linked from the Alaska Quest page, and follow the menu to change your PIN.

• Visit a local DPA office kiosk in Anchorage, Fairbanks, or Juneau with a photo ID, where staff can re-encode the PIN on the spot.

Benefits Not Showing Up On Time

Alaska issues SNAP benefits on the 1st, 5th, 10th, or 15th of the month, based on the last digit of the head-of-household’s SSN. If you see a zero balance on your expected issuance day, it often points to a paperwork hold.

This usually happens because of a missing annual recertification or the new six-month Interim Report, a one-page form that confirms household changes. The Division of Public Assistance introduced this form in July 2023.

• Return the Interim Report within ten days by email, fax, or in person. Keep a time-stamped copy for your records.

• Call your local DPA eligibility worker to confirm all your verification documents, like income proofs and shelter costs, have been logged. Benefits usually post overnight once processed.

• Check your balance daily through Benny, the free mobile app, or by calling Quest Customer Service. Your latest grocery receipt will also show the exact refill date.