How Can I Keep My EBT Card Secure?

Phishing and spam attacks are increasingly common across Illinois, targeting EBT users with deceptive messages. These scams can appear as urgent texts, emails, or even phone calls designed to trick you into revealing your private information. Understanding the different forms these attacks can take is the best way to protect your benefits.

How EBT Benefits Are Stolen

Thieves use both physical and digital tactics to access EBT accounts. At stores, they may install illegal card-skimming devices on checkout terminals to copy your card data and PIN. Always inspect the card reader before you swipe, checking for anything that looks loose, bulky, or out of place, and cover the keypad when entering your PIN.

Digital fraud often involves "smishing" texts or robocalls claiming your account is locked, directing you to a fake number to steal your card details. Remember that government agencies will never ask for your full card number or PIN by phone, text, or email. You can also use the ebtEDGE website or mobile app to block out-of-state and internet transactions or temporarily freeze your card for added security.

What To Do If Your Benefits Are Stolen

If you discover your benefits have been stolen, it is important to report the theft immediately. While federal law authorized the replacement of stolen SNAP benefits for a limited time, that authority has since expired. For thefts that occurred between October 1, 2022, and December 20, 2024, Illinois could replace up to two months of benefits twice per year, but losses dated after December 20, 2024, are not reimbursed.

EBT Cash benefits like TANF were never covered by the federal reimbursement law. If these funds are stolen, the state will provide a new card and PIN but will not restore the lost benefits. Even if reimbursement is not possible, you should still take the following steps:

1. File a fraud report with the Illinois Department of Human Services (IDHS).

2. Immediately freeze or replace your card and change your PIN.

3. Keep copies of any police reports or screenshots of fraudulent transactions in case policies change in the future.

Other Common Issues with EBT Cards and How to Resolve Them

Beyond security threats, everyday issues can disrupt your access to benefits. From a card that will not swipe to a forgotten PIN, knowing the right steps to take can resolve these problems quickly and keep your account in good standing.

My Card Won’t Swipe, Scan, or Insert

A worn magnetic stripe, cracked plastic, or even food residue on the chip can prevent a successful transaction. The card's physical condition is usually the culprit when it fails to read at the checkout terminal.

• First, try wiping the magnetic stripe or chip with a soft cloth. You can also ask the cashier to attempt a manual key-entry if their system allows it.

• If the card remains unreadable, you can order a free replacement online through the Link portal or by calling the Link Help Line at 800-678-LINK.

• Your new card should arrive by mail in about a week. Keep your old card until the replacement comes to avoid any interruption in access to your benefits.

The Checkout Terminal Says “Insufficient Balance”

This message often appears if you try to shop before your benefits have been deposited for the month or if the total cost of your purchase exceeds your available EBT balance. It can also happen if you attempt to buy an item that is not eligible for SNAP.

• Confirm your exact balance before shopping. You can check it using the Benny mobile app, on your last purchase receipt, or by calling the automated phone line.

• If your balance is low, you may need to separate SNAP-eligible items from other goods or pay the difference with another form of payment.

• Make a note of your monthly deposit date, which is based on your case number, to be sure funds are available before you head to the store.

I Forgot My PIN or It’s Locked

For security, your card will automatically lock for 24 hours after several incorrect PIN entries, typically four. This prevents unauthorized use if your card is lost or stolen.

• You can reset your PIN by calling 800-678-LINK or logging into the Link portal. You will need to verify your identity with your card number, SSN, and date of birth before you can choose a new four-digit PIN.

• If you cannot complete the identity verification, you can visit your local Family and Community Resource Center with identification for in-person assistance.

• Once your new PIN is active, it is a good idea to test it by making a balance inquiry at a retailer or ATM before you try to make a purchase.