How Can I Keep My EBT Card Secure?

Phishing and spam attacks are on the rise in Arizona, with scammers increasingly targeting EBT users. These fraudulent attempts can appear as text messages, phone calls, or even physical tampering with card readers. Knowing the different forms these scams take is the first step toward protecting your benefits and taking action on time.

How EBT Benefits Are Stolen

Scammers often use "smishing," sending text messages that impersonate government agencies like DES. These texts might falsely claim your card is locked or that you have extra benefits available, directing you to fake websites designed to steal your card number and PIN. Government offices will not initiate contact via text or ask for your credentials through a link.

Physical theft also occurs through card-skimming devices. Criminals attach these illegal readers to checkout terminals or ATMs to copy the information from your card's magnetic stripe. They often use hidden cameras or keypad overlays to capture your PIN at the same time, allowing them to create a clone of your card.

Phishing attempts also happen over the phone or on social media. A person might pose as "card security," asking for your card number or ebtEDGE password to gain access to your account and drain your funds.

What To Do If Your Benefits Are Stolen

If you suspect your benefits have been stolen, you must act immediately to protect your account and report the incident. Under a time-limited federal law, Arizona was authorized to replace benefits that were electronically stolen through scams like phishing or skimming. This applied to thefts that occurred between October 10, 2022, and December 20, 2024, and required the household to submit a claim form within 45 days of the theft. More replacement details are available on the official DES website.

If you suspect fraud, take the following steps:

1. Immediately freeze your card using the ebtEDGE app or website and change your PIN.

2. For suspicious text messages, do not click any links. Report the message to the Arizona Attorney General or the FTC.

3. For suspicious phone calls, hang up immediately. Call the official FIS number on the back of your card (1-888-997-9333) to report the incident.

Other Common Issues with EBT Cards and How to Resolve Them

Beyond security concerns, day-to-day card use can present its own set of challenges. From a forgotten PIN to a damaged card, knowing how to quickly address these common problems will help you access your benefits without unnecessary delays or stress.

PIN Problems

Entering the wrong PIN three times in a row will trigger an automatic security lock. This can also happen if there are long gaps between using your card, making the number easy to forget.

• Call Fidelity National Information Services (FIS) customer service at 1-888-997-9333 and use the “PIN change” option. You will need your 16-digit card number and date of birth.

• If the automated system cannot verify your identity, visit a local DES Family Assistance Administration office with a photo ID to reset your PIN in person.

• Once reset, write the new PIN in a secure place or store it in an encrypted note on your phone to avoid future lockouts.

Card Will Not Swipe or Tap

A QUEST EBT card can stop working if the magnetic stripe gets worn down from daily friction or if the card itself is damaged. Exposure to heat, like being left on a car dashboard, can warp the plastic and prevent terminals from reading it.

• Inspect the card for cracks or deep scratches. You can ask the retailer to attempt a manual entry, but only do this once.

• Order a replacement from FIS. The first replacement each calendar year is free, and later ones cost $5.

• If you need a card the same day, ask DES staff to issue an emergency replacement at a regional office. You will need to bring a photo ID.

• After the new card arrives, call FIS or use the ebtEDGE app to activate it and move your existing PIN over.

No Benefits on Deposit Date

You might check your balance on the first of the month and see $0, even if your household was recently re-certified. This is because Arizona staggers deposits between the 1st and 13th based on the first letter of the head-of-household’s last name. Delays can also result from the late submission of a renewal form or from bank holidays.

• Verify your surname-based issuance day. For example, last names starting with “O” or “P” are paid on the 8th.

• Check your case status on the Health-e-Arizona Plus website. If it shows “pending,” call the DES Customer Assistance line for an update.

• Use an app like Benny, the ebtEDGE portal, or the phone balance line before you shop to avoid a surprise decline.