How Can I Keep My EBT Card Secure?

Phishing and spam attacks are increasingly targeting Kentucky households through deceptive communications. These scams can appear as fake text messages, spoofed phone calls, or look-alike websites designed to steal your information. Recognizing these fraudulent attempts is the first step toward protecting your benefits from theft.

How EBT Benefits Are Stolen

The most common threats are skimming and cloning. Criminals attach a small device to a checkout or ATM card reader to copy the data from your card’s magnetic stripe, while a hidden camera captures your PIN. They then create a duplicate card and can drain your account, often right after your monthly benefits are deposited.

Phishing scams are also widespread. You might receive a text message claiming your card is locked or a phone call from someone pretending to be from DCBS. These fraudsters try to trick you into revealing your card number and PIN. Social media posts offering "cash for EBT" are another tactic used to harvest login details and empty accounts.

What To Do If Your Benefits Are Stolen

If you discover unauthorized charges, you must act immediately to protect your remaining balance and report the fraud. Here are the steps to take:

1. Call FIS at 888-979-9949 to cancel your card and request a new one.

2. Report the theft to DCBS by calling 855-306-8959 or contacting your local Family Support Office.

3. Provide the date, amount, and location of the fraudulent transactions.

4. You will be required to sign an affidavit within the timeframe provided by DCBS.

Whether your stolen SNAP benefits can be replaced depends on how and when they were stolen. A federal program allows for reimbursement of benefits stolen through skimming or cloning between October 1, 2022, and September 30, 2024. However, replacements are limited to either the amount stolen or two months of your household’s normal allotment, whichever is less. You can only receive two such reimbursements per federal fiscal year.

This replacement program does not cover KTAP cash benefits or P-EBT funds. Unless Congress extends the program, any thefts that occur after September 30, 2024, will not be eligible for federal replacement. More information is available on the official Kentucky EBT website.

Other Common Issues with EBT Cards and How to Resolve Them

Beyond security threats, you may run into other routine problems with your EBT card. Knowing how to handle these common hiccups, from a card that will not swipe to trouble checking your balance, can save you time and frustration at the checkout counter.

Card Won't Swipe, Insert, or Tap

A Kentucky EBT card can see years of use, and everyday wear and tear can take its toll. A worn magnetic stripe, a cracked chip, or simply moisture and heat can gradually damage the card. Sometimes, the issue isn't with your card at all but with the retailer’s point-of-sale (POS) device.

If your card fails at checkout, there are a few things you can try.

• Ask the cashier to key in your card number manually.

• Try using a different checkout lane.

• If the card still doesn’t work, call Kentucky EBT Customer Service at 1-888-979-9949 to order a replacement. The first one in a calendar year is typically free.

Forgotten or Blocked PIN

It is easy to forget a PIN, but it can also be blocked for security reasons. Your PIN will lock after four incorrect attempts. The Department for Community Based Services (DCBS) may also flag an account during a security sweep or send an automated message prompting a PIN change if your data has been compromised.

You have several options for setting a new PIN.

• Call 1-888-979-9949 and follow the prompts to reset your PIN after verifying your identity.

• Change your PIN online through the ConnectEBT web portal.

• Visit a DCBS office kiosk with a photo ID.

After you change your PIN, wait at least 30 minutes before using your card to allow retailers’ systems to update.

Cannot Get an Up-to-Date Balance

Knowing your exact EBT balance can sometimes be difficult due to busy phone lines, temporary website outages, or delays in transaction posting. If you are having trouble logging into an app or getting through on the phone, there are other reliable ways to check your funds.

Here are some alternatives for checking your balance:

• Use Benny, a free mobile app that shows your real-time SNAP and EBT Cash balance.

• Check your last grocery receipt, which should have your remaining balance printed at the bottom.

• Use an in-network ATM that displays the QUEST or MoneyPass logo. You can find one using an ATM locator.