How Can I Keep My EBT Card Secure?

Phishing and spam attacks are increasingly common across New Hampshire, targeting residents through various deceptive means. These scams can appear as texts, emails, or even spoofed social media posts from what look like official sources. Knowing the different forms these attacks can take is the first step toward protecting your benefits and acting quickly if they are compromised.

How EBT Benefits Are Stolen

Thieves use several sophisticated methods to gain unauthorized access to EBT accounts. These tactics are designed to trick cardholders or capture their information without their knowledge.

One common method is card skimming. Criminal rings attach illegal devices to legitimate card readers at places like ATMs and self-checkout lanes. These skimmers capture card stripe data while hidden cameras record PIN entry. Reports of these attacks have surged dramatically since 2021.

Another prevalent tactic is phishing. Scammers send fraudulent texts, emails, or robocalls pretending to be from a state agency. These messages urge you to "verify" your card number and PIN on a fake website or over the phone. The USDA confirms that no EBT processor will ever request this information through a message or call.

What To Do If Your Benefits Are Stolen

If you discover that your benefits have been stolen, it is important to report the fraud immediately to begin the replacement process. New Hampshire has a specific procedure for these situations.

You must take the following steps to report the theft:

1. Immediately report the theft and request to cancel your card by calling the EBT customer service line at 1-888-997-9777.

2. Submit a signed statement or BFA Form 473 to the New Hampshire Department of Health and Human Services (DHHS). You can find more information on the official DHHS website.

New Hampshire can replace electronically stolen SNAP, FANF/TANF cash, and SSP benefits. This policy applies to thefts that occurred between October 1, 2022, and December 20, 2024. Reimbursement is limited to two claims per federal fiscal year and will equal either the amount stolen or two months of your household’s benefit allotment, whichever is less.

Benefits cannot be replaced if they were lost because you voluntarily shared your card or PIN. The program also does not cover stolen P-EBT benefits. After December 20, 2024, federal reimbursement for stolen benefits will no longer be available.

Once a claim is approved, payments are issued within ten days of the report or two business days after DHHS receives the signed form, whichever is later. If your claim is denied, you have the right to a fair hearing.

Other Common Issues with EBT Cards and How to Resolve Them

Beyond security threats, everyday issues can disrupt access to your EBT benefits. Knowing how to handle a lost card, a forgotten PIN, or a declined transaction will help you resolve these problems quickly and maintain access to your funds.

Lost Or Damaged Card

A misplaced card or one with a worn-out magnetic stripe or chip can prevent you from using your SNAP or EBT Cash benefits. Since the card is your only way to access these funds, resolving the issue promptly is important.

• Call the New Hampshire DHHS EBT Customer Service line at 1-888-997-9777 immediately. This deactivates your old card to prevent misuse and starts the process of mailing a new one, which usually arrives in 7–10 business days.

• If you need a card sooner, visit a local DHHS District Office and ask if they can issue an emergency same-day replacement.

• While you wait, you can monitor your account balance and transactions using the Benny app or the ebtEDGE website.

Forgotten Or Blocked PIN

Your card will be locked if you enter the wrong four-digit PIN three consecutive times. Many people also simply forget their PIN, which also blocks access to their account at the checkout counter or ATM.

• Call the customer service line at 1-888-997-9777 and follow the prompts to reset your PIN. You will need to verify your identity with your date of birth, Social Security Number, and card number.

• You can also change your PIN by logging into the ebtEDGE cardholder portal or by visiting a DHHS office in person.

• Once you create a new PIN, memorize it and then destroy any physical note. No retailer or agency employee should ever ask for your PIN.

Card Declined At Checkout

An EBT transaction can be declined for several reasons. The store’s payment system might be temporarily offline, your account may have insufficient funds, or you may be trying to purchase items that are not eligible for SNAP.

• Check your balance before you shop by looking at your last receipt, calling the customer service line, or using an online tool. You can find more information on the official DHHS website.

• Ensure the store displays the Quest logo, which indicates EBT acceptance. If the system seems to be down, ask the cashier to try the card again after a moment.

• If your balance is too low, you can remove some items or pay the difference with another method.

• Remember to separate non-food items and hot, prepared foods from your SNAP-eligible groceries, as they must be paid for with EBT Cash or another form of payment.

Handy Bookmarks

• New Hampshire DHHS EBT Page: Official information, forms, and contacts.

• ebtEDGE Cardholder Portal: Check balances, change your PIN, or order a new card.

• Benny: A free mobile app for checking your balance and tracking benefits.

• DHHS EBT Client Questions: An overview of the 24-hour customer service line.

• MoneyPass ATM Locator: Find surcharge-free ATMs across the state.