How Can I Keep My EBT Card Secure?

Phishing and spam attacks are on the rise across New Mexico, targeting EBT users with increasing sophistication. Understanding the various forms these scams can take is the first line of defense. This knowledge allows you to recognize a threat and take the necessary steps to protect your benefits.

How EBT Benefits Are Stolen

One of the fastest-growing threats is hardware skimming. Criminals plant thin "shimmer" devices on checkout terminals or ATMs to secretly capture your card's magnetic stripe data and your PIN as you type it. This information is then used to create a cloned, chip-less EBT card and drain the account.

Digital attacks are also common, often arriving as "smishing" texts or spoofed calls. These messages create a false sense of urgency, claiming your card is locked or that you must recertify, and provide a link to a fake website. Government agencies and EBT processors will never ask for your card number or PIN by text, email, or phone.

What To Do If Your Benefits Are Stolen

If you are a victim of theft, replacement of your benefits is not guaranteed and depends on specific circumstances. Under a federal rule adopted by New Mexico, only SNAP benefits stolen electronically between October 1, 2022, and December 20, 2024, may qualify for replacement. You must file a claim within 30 days of discovering the fraudulent transactions. Benefits from TANF or other cash programs are not eligible for replacement at this time.

To report the theft and begin the claims process, follow these steps:

1. Report the theft immediately. You can file a claim online, call the HCA Customer Service Center at 1-800-283-4465, or visit a local Income Support Division office.

2. Provide a list of all the unauthorized transactions.

3. Keep your compromised EBT card until you receive a new one from HCA or its processor.

4. Continue to monitor your account daily while the investigation is underway.

Other Common Issues with EBT Cards and How to Resolve Them

Beyond security threats, day-to-day technical glitches can disrupt access to your benefits. Knowing how to troubleshoot common problems like a damaged card, a forgotten PIN, or an incorrect balance can help you resolve issues quickly and without stress.

Card Will Not Swipe, Tap, or Insert

Physical wear and tear is a common culprit when your card stops working. A bent chip, small tears, or a worn-out magnetic stripe can prevent Point-of-Sale (POS) terminals and ATMs from reading your card's information correctly.

• First, try a different checkout terminal. If the store's system is down, the cashier may be able to complete a manual paper voucher for SNAP food purchases. You will get a copy of the voucher to track your spending.

• If the card itself is damaged, call the New Mexico Health Care Authority (HCA) at 1-800-283-4465 or Fidelity Information Services (FIS) at 1-800-843-8303 to order a replacement. A new card will be mailed in about seven days for a $1.25 fee.

Forgotten or Locked PIN

It happens to everyone. If you enter the wrong Personal Identification Number (PIN) four times in a row, your card will be locked for security until midnight. Many people also simply forget their four-digit number over time.

• You can reset your PIN by calling 1-800-843-8303 and following the prompts. You will need your card number, date of birth, and the last four digits of your Social Security Number. You can also reset it through the ebtEDGE website after creating an account.

• Choose a four-digit number that is easy for you to remember but difficult for others to guess. Never write your PIN on the card or store it in your wallet.

Balance Shows “Zero” or Seems Wrong

An incorrect balance can be alarming, but it is often due to temporary issues. These can include posting delays from recent transactions, pending holds from gas station pumps, or merchant reversals that have not yet cleared.

• You can check your real-time balance by saving your receipts, using the ebtEDGE portal, or calling the 24-hour FIS hotline. You can also download the Benny app, which imports your New Mexico EBT data to show your balance and set low-balance alerts.

• If a charge still seems wrong after 24 hours, call the FIS dispute line. You have 90 days to open a claim for an inaccurate transaction, so have your receipt with the store name, amount, and date ready.

Helpful Bookmarks

• New Mexico EBT Information: The official state page for EBT details.

• ebtEDGE Portal: Manage your account and check your balance online.

• Benny App: Check your balance and get cashback on your phone.

• USDA SNAP Retailer Locator: Find stores that accept EBT near you.

• Allpoint ATM Locator: Find surcharge-free ATMs for EBT Cash withdrawals.