How Can I Keep My EBT Card Secure?

Phishing and spam attacks are on the rise in Delaware, with scammers using sophisticated methods to target EBT users. These schemes can take many forms, from deceptive text messages to physical tampering with payment terminals. Understanding how these scams work is the first step toward protecting your benefits.

How EBT Benefits Are Stolen

One common method is card skimming. Thieves attach hidden devices to checkout card readers or ATMs to copy your card’s magnetic stripe data and use tiny cameras to record your PIN. Always inspect a payment terminal for loose parts or anything unusual and cover the keypad when entering your PIN.

Digital theft is also prevalent through phishing. Scammers send text messages, a practice known as smishing, claiming your card is blocked to trick you into calling a fraudulent number. Others use vishing, making phone calls pretending to be from EBT security to get you to share your card number and PIN. Remember, state or EBT staff will never call or text to ask for this private information.

What To Do If Your Benefits Are Stolen

If you find a suspicious transaction, you must report it immediately. The ability to replace stolen SNAP benefits was based on a temporary federal program. According to Delaware's policy, this program only covered thefts that occurred through December 20, 2024, and benefits stolen after that date cannot be replaced.

For those who experienced theft during the covered period, specific steps were required:

1. The theft had to be reported within 60 days of its discovery.

2. A claim form had to be submitted within 10 days of the report.

There is no program to replace stolen EBT Cash benefits from programs like TANF or General Assistance. If your EBT Cash is stolen, you should file a police report and contact the Division of Social Services to get a new card and prevent additional losses.

Other Common Issues with EBT Cards and How to Resolve Them

Beyond security threats, you might encounter other problems with your Delaware EBT card. From missing benefits to a locked account, these issues can be frustrating. Understanding the cause and the correct steps to take can help you resolve them without delay.

My Monthly Benefits Haven't Arrived

Delaware deposits SNAP benefits on a staggered schedule, from the 2nd to the 23rd of each month. Your specific date depends on the first letter of your last name or, for some newer cases, your case number. This means your benefits might not have arrived simply because it isn't your scheduled day.

Other potential causes include processing delays due to weekends or holidays, or a hold on your account. A hold can occur if required paperwork, like a recertification or a six-month interim report, has not been processed.

• Confirm your specific deposit date through the ASSIST self-service portal or by checking your EBT balance on an app like Benny.

• Call the Delaware Cardholder hotline number on the back of your card to verify if the deposit was processed overnight.

• If your benefits are still missing after your scheduled date, contact your caseworker or DSS Customer Relations at 1-866-843-7212 to ask about any outstanding paperwork.

My Card Is Locked Or I See An "Invalid PIN" Message

If you see an “Invalid PIN” message or find your card is locked, it is likely a security measure. Entering an incorrect PIN four consecutive times will automatically lock your Delaware QUEST card for a full 24 hours to prevent unauthorized use.

• You can choose a new PIN by calling the 24-hour cardholder line at 1-800-526-9099 or by logging into the ConnectEBT website.

• Be prepared to verify your identity with your card number, date of birth, and the last four digits of your Social Security Number.

• After resetting your PIN, wait at least 30 minutes before attempting to use your card at a store.

My Card Is Damaged And Won't Scan

A card that is bent, exposed to heat, or has a worn-out or demagnetized stripe can become unreadable by payment terminals. This physical damage is a common cause for a transaction to be declined with a “Cannot read” or “Card error” message.

• Request a free replacement by calling the cardholder hotline or visiting a local DSS office. New cards are typically mailed within 3-5 business days, but you can ask about expedited pickup.

• In the meantime, ask the cashier if their system allows for manual card number entry, which still requires your PIN.

• To prevent future issues, keep your new card in a protective sleeve and away from magnets.