How Can I Keep My EBT Card Secure?

Phishing and spam attacks are on the rise across Massachusetts, targeting EBT users with increasing sophistication. These scams can appear as texts, calls, or emails, making it difficult to tell what is legitimate. Understanding the methods thieves use is the first step toward protecting your benefits and acting quickly if they are compromised.

How EBT Benefits Are Stolen

Physical card theft often involves skimmers and shimmers, which are malicious devices placed over or inside store card readers. These gadgets copy your card’s magnetic stripe data. Criminals then create clone cards and can drain your SNAP or EBT Cash balance in minutes.

Scammers also use digital tactics like sending fake text messages or making robocalls that appear to be from the DTA. These phishing schemes create a false sense of urgency, warning that your card is locked or benefits will expire. They direct you to a look-alike website or ask for your card number and PIN over the phone to steal your credentials.

What To Do If Your Benefits Are Stolen

If you discover your benefits are missing, you must report the theft to the DTA as soon as possible. Taking the following steps quickly can help resolve the issue and is necessary for a replacement claim.

1. File DTA’s stolen-benefit form within 30 days of discovering the loss. You can submit it online, by phone, fax, mail, or in person.

2. Provide any proof you have, such as transaction screenshots or store receipts.

3. Immediately change your EBT card’s PIN to prevent further unauthorized use.

Under federal law, Massachusetts can replace SNAP benefits that were stolen through skimming, cloning, or phishing. This policy covers thefts that occurred between October 1, 2022, and December 20, 2024. After you file a claim and the DTA verifies the theft, you can be reimbursed for the amount stolen, up to a maximum of two months of your household’s normal benefit amount.

However, this federal replacement authority has not been extended past December 20, 2024. For any benefits stolen on or after December 21, 2024, the DTA has stated it may not be able to issue replacements unless new state or federal funding becomes available. Even if reimbursement is not possible, reporting the theft helps law enforcement track down criminal activity.

Other Common Issues with EBT Cards and How to Resolve Them

Beyond security threats, everyday issues can prevent you from using your benefits. Problems like a forgotten PIN, a damaged card, or confusion over your account balance are common but have straightforward solutions that can get you back on track quickly.

PIN Blocked Or Forgotten

Entering the wrong PIN several times at a store or ATM can lock your card for security. You might also simply forget the number you chose, especially if you do not use the card frequently.

• Call the 24-hour EBT Customer Service line at 800-997-2555 and follow the prompts to pick a new PIN. You will need your card number and personal details to verify your identity.

• You can also reset your PIN using the DTA Connect mobile app or by visiting a local DTA office.

• Choose a PIN that is easy for you to remember but difficult for others to guess.

Card Lost Or Damaged

Physical damage from scratches, bending, or regular wear can make your card’s magnetic stripe or chip unreadable. Your card might also be lost, stolen, or never delivered due to a postal delay or an incorrect address on file.

If the card is just damaged, ask the cashier to enter the number manually. If that fails, or if the card is missing, you will need a replacement.

• Report a lost or stolen card immediately by calling 800-997-2555 to deactivate it and prevent unauthorized use.

• You can request a replacement through the DTA Connect app, by phone, or by visiting a DTA office for same-day printing.

• A $5 replacement fee may be deducted from your next deposit, though this fee is waived for reasons like a defective card or a name change.

No Benefits Loaded On The Expected Day

Sometimes your account may show a zero balance on the day you expect a deposit. This usually happens if required paperwork, like a recertification form, was not submitted or if you did not provide necessary proofs for changes in your circumstances.

• Check for alerts in your DTA Connect account or review any letters from the DTA to find the exact reason.

• Submit any missing documents online, by phone, by mail, or in person. If you meet all requirements within 30 days of your case closing, the DTA will reopen it without a new application.

• You can call the DTA Assistance Line to confirm your paperwork was received and ask for same-day processing if you are out of food.