How Can I Keep My EBT Card Secure?

Phishing and spam attacks are on the rise across Montana, targeting EBT users with increasingly deceptive messages. It is important to recognize the different forms these scams can take. Knowing the warning signs allows you to take the right steps to protect your benefits.

How EBT Benefits Are Stolen

Skimming and cloning are the fastest-growing threats to EBT cardholders. Thieves attach a fake card reader or keypad overlay to a legitimate payment terminal to capture your card’s magnetic stripe data and PIN. Because EBT cards still use magnetic stripes instead of more secure EMV chips, they are prime targets for this type of fraud.

Scammers also use phishing tactics, sending text messages that claim your card is locked or social media posts offering "instant cash" for your card details. These messages direct you to fake websites or phone numbers designed to steal your card number and PIN. Some emails specifically target college students, falsely telling them they are pre-approved for SNAP to trick them into sharing information.

More advanced scams involve spoofed phone calls where the caller ID appears to be the official help line. Another tactic uses QR codes that promise a quick balance check but link to a phishing website.

What To Do If Your Benefits Are Stolen

If you suspect your benefits have been stolen, you must act quickly to limit the damage. The first steps involve reporting the theft and securing your account.

1. Immediately call the Montana EBT customer service line at 866-850-1556 to report the fraud and cancel your card.

2. Request a new card and choose a new PIN to prevent further unauthorized use.

3. File a Request for Replacement of Stolen SNAP Benefits with the Office of Inspector General within 30 days of discovering the theft.

Montana will replace SNAP benefits stolen through electronic theft, such as skimming or cloning, that occurred on or after October 1, 2022. Reimbursement is limited to either the amount stolen or your household’s last two monthly benefit amounts, whichever is less. You can receive a replacement up to two times per federal fiscal year, and approved benefits are typically loaded onto your new card within 12 days.

However, the federal law authorizing replacements does not cover EBT Cash from programs like TANF. If these benefits are stolen, they cannot be reissued. The only recourse is to replace your card and file a police report, but the funds themselves are lost. Policy could shift in the future, so you should verify the current rules with the DPHHS.

Other Common Issues with EBT Cards and How to Resolve Them

Beyond security threats, you might run into other common issues with your Montana Access Card. From a declined transaction at the grocery store to a missing deposit, knowing the cause and the solution can help you resolve problems quickly and efficiently.

Card Declined at Checkout

A declined transaction can happen for several reasons. The card’s magnetic stripe might be dirty or damaged, or the store’s point-of-sale terminal could be offline. Sometimes, the issue is as simple as a clerk choosing the wrong payment option or a system-wide network outage.

It could also be a case of insufficient funds in your account. Before assuming the worst, it is good to check your current EBT balance.

• Ask the cashier to wipe the card and try again. If that fails, they may be able to enter the 16-digit card number manually.

• You can check your account funds instantly using an app like Benny or by calling the EBT customer service line at 866-850-1556.

• If the card is physically damaged, call the Cardholder Help Desk for a replacement. For an immediate replacement, you can visit a local Office of Public Assistance.

• If the store’s equipment is down, you may need to try again later or use your card at a different approved retailer.

Forgotten or Locked PIN

Entering an incorrect PIN three or four times will automatically lock your Montana Access Card for a full 24 hours as a security measure. This can happen easily if you mis-key a common number sequence or if someone else, like a child, tries to guess the PIN.

• You can reset your PIN at any time by calling the toll-free Help Desk at 866-850-1556. Follow the automated prompts, which will require your card number, the last four digits of the head of household's Social Security Number, and their date of birth.

• When you create a new PIN, choose a four-digit number that is hard for others to guess. For security, never write your PIN on the card itself.

Benefits Not Deposited on Time

SNAP benefits are deposited on a predictable schedule, but payments can stop if required paperwork is overdue. The most common reasons for a missed deposit are a missed annual recertification interview or a failure to submit the six-month change report on time.

You are also required to report changes to your household income or address within a 10-day window. Occasionally, a federal holiday weekend can also delay the funds transfer by a day.

• Check your case status by logging into My Montana Benefits or calling your local Office of Public Assistance to see what forms are due. If you receive a redetermination packet, complete and return it with proofs immediately to restart your benefits.

• If you have submitted all your paperwork, wait one full business day after the scheduled deposit date before calling the Help Desk for a manual review.

• It is a good practice to keep digital copies of all paperwork you submit, so you can quickly resend anything that gets lost.