How Can I Keep My EBT Card Secure?

Phishing and spam attacks are on the rise across Indiana. These scams can take many forms, from text messages to fake websites. Knowing how to spot these fraudulent attempts is the best way to protect your benefits and take action on time.

How EBT Benefits Are Stolen

Thieves use several sophisticated methods to gain access to EBT accounts. One common tactic is "smishing," where fraudulent text messages or calls claim an account is locked or offer bonus benefits. These messages trick people into revealing their card number and PIN, something state or USDA officials will never request.

Scammers also create fake customer service numbers and post them online to harvest card information from unsuspecting callers. At physical stores, criminals may install card skimmers or keypad overlays on payment terminals to copy magnetic stripe data and record PIN entries. This stolen information is then used to create cloned cards and drain an account, often immediately after benefits are deposited.

What To Do If Your Benefits Are Stolen

If you suspect your benefits have been stolen, you must act immediately to limit the damage. Follow these steps to report the fraud:

1. Immediately lock your card through the ConnectEBT portal or by calling the Hoosier Works card customer service line at 877-768-5098.

2. Change your PIN to prevent further unauthorized access.

3. Keep any relevant receipts or screenshots of fraudulent transactions as evidence.

4. File a report with your local police department.

5. If your TANF benefits were stolen, you must also submit a theft affidavit to the Division of Family Resources.

Whether your benefits can be replaced depends on the type of assistance and when the theft occurred. Due to the expiration of federal authority, Indiana cannot replace any SNAP benefits stolen on or after December 21, 2024. For TANF EBT Cash, replacement is possible if the funds were stolen via skimming or cloning. To request a replacement, you must email EBTfraud@fssa.in.gov and submit the required affidavit. More information is available on the state's fraud information page.

Other Common Issues with EBT Cards and How to Resolve Them

Beyond security threats, day-to-day technical glitches can prevent you from using your Hoosier Works card. Knowing the common causes and quick fixes for these problems can help you get your transactions back on track without unnecessary stress or delay.

Card Will Not Swipe, Insert, or Tap

A common reason for a transaction failure is physical damage to the card itself. The magnetic stripe or chip can get scratched, bent, or demagnetized over time. This often happens due to exposure to extreme heat, moisture, or being kept too close to a magnet, like the one on a cell phone case.

• Ask the cashier if they can manually key in your 16-digit card number.

• If the card is visibly damaged, request a replacement by calling the 24-hour EBT Customer Service line at 877-768-5098 or by logging into ConnectEBT.com to cancel it. The first replacement each year is free.

• Keep your new card in a protective sleeve and away from strong magnets to prevent future damage.

Personal Identification Number (PIN) Forgotten or Locked

If you enter the wrong PIN three times in a row, your card will automatically lock as a security measure to prevent unauthorized use. This block is temporary but requires you to reset your PIN before you can use the card again.

• You can change your PIN by calling the customer service line at 877-768-5098 and following the automated prompts. You can also change it online in the “Change PIN” section of the Hoosier Works card page.

• Choose a four-digit number that is not your date of birth or an easy-to-guess pattern like 1111.

• Never write your PIN on the card or share it with store staff. If an employee asks for your PIN, refuse and report the incident to the store's management.

Benefits Do Not Appear on the Expected Date

It can be alarming to see a zero balance on the day you expect your benefits. This is often due to Indiana's staggered deposit schedule, which distributes SNAP benefits between the 5th and 23rd of each month based on the first letter of your last name. Deposits can also be delayed on weekends or state holidays.

In some cases, a hold on your account may be the cause. If a recertification form or a change of address is still being processed, your benefits may be paused until the required documents are approved.

• First, confirm your scheduled deposit date based on the state's alphabetical schedule.

• Check your balance after 6 p.m. using your last receipt, the toll-free number, the ConnectEBT website, or a mobile app like Benny.

• If the funds are still missing, check the FSSA Benefits Portal for any pending actions on your case or call the DFR at 800-403-0864.

Handy Bookmarks

• Indiana FSSA Hoosier Works Card page: Find program rules, FAQs, and customer service information.

• FSSA Benefits Portal: Apply for benefits, upload documents, or check your case status.

• ConnectEBT: Access your account 24/7 to see balances, change your PIN, and view transaction history.

• Benny: A mobile app to quickly check your Indiana EBT balance and recent transactions.

• Allpoint ATM locator: Search for surcharge-free ATMs across the state.