How Can I Keep My EBT Card Secure?

Phishing and spam attacks are increasingly common across New York, with scammers using sophisticated methods to steal benefits. Understanding the forms these scams can take is the first line of defense. This knowledge allows you to recognize threats and take the necessary steps to protect your account.

How EBT Benefits Are Stolen

Card-skimming is a primary threat where thieves place a device over a store’s card reader or an ATM to copy your card’s magnetic stripe and PIN. These devices often look like a loose or mismatched part of the machine. The stolen data is then used to create a duplicate card and drain your benefits.

Phishing has also surged through fake texts, emails, and calls claiming your card is locked or needs recertification. These messages direct you to fake websites to steal your card number and PIN. Remember, official agencies will never ask for your PIN, and any such request is a scam.

Newer schemes involve counterfeit balance-checker apps and social media posts offering to buy benefits. These are designed to harvest your card information. Only use the official ebtEDGE mobile app and never share card details online, as detailed in the state's EBT scam alert.

What to Do If Your Benefits Are Stolen

If you suspect your benefits have been stolen, you must act quickly to report the fraud and request a replacement.

1. First, immediately freeze or cancel your card through the ebtEDGE app or by calling the EBT customer service helpline to request a new one.

2. Next, you must submit a replacement application within 30 days of discovering the theft. You will need to provide your case number, CIN, and the date, location, and amount of each fraudulent transaction.

Stolen SNAP benefits may be replaced if the theft occurred between October 1, 2022, and December 20, 2024. Reimbursement is limited to two claims per federal fiscal year and is capped at either the amount stolen or twice your last full monthly benefit, whichever is less. Summer EBT and P-EBT benefits cannot be replaced.

For stolen EBT Cash benefits, replacements are available for thefts that happened on or after January 1, 2022. However, starting October 1, 2024, only one replacement will be allowed per fiscal year.

Other Common Issues with EBT Cards and How to Resolve Them

Beyond fraud, everyday technical glitches or administrative hurdles can disrupt access to your benefits. Knowing how to troubleshoot these common problems can save you time and stress, getting your card back in working order quickly.

Card Won’t Swipe, Insert, or Tap

A card can stop working due to simple wear and tear. Scratches on the magnetic stripe, a damaged chip, or exposure to magnets can make the card unreadable by store terminals.

Before assuming the card is broken, try using it at a different register or another store. If it still fails, the card itself is likely the problem.

• Request a replacement by calling the EBT Customer Service line at 1-888-328-6399 or through the ebtEDGE portal.

• New York City residents can find information on obtaining a same-day permanent card. For others, a replacement card will arrive by mail in 7-10 business days.

Invalid PIN or PIN Tries Exceeded

Entering the wrong PIN three times will lock your card for 24 hours as a security measure. This can also happen if you try to use a new card before it has been activated and a PIN has been assigned.

A frequent error with P-EBT cards involves using a Social Security Number instead of the child’s date of birth for activation, as outlined in the P-EBT PIN instructions.

• To activate a card or reset your PIN, call 1-888-328-6399. You will need your 19-digit card number and the required date of birth digits.

• You can also change your PIN anytime on the ebtEDGE website or mobile app.

Benefits Not Showing or Balance Is $0

An unexpected zero balance can happen for several reasons. Your benefits may not have been deposited yet due to a holiday weekend affecting the deposit schedule, which is tied to your case number. It could also signal that a required recertification packet is overdue.

First, confirm your balance. You can get a real-time EBT balance for SNAP and EBT Cash with the Benny app, or check via the ebtEDGE portal or the customer service line.

• If a deposit is missing, contact your local Department of Social Services to check if a recertification is pending.

• If a holiday is the cause, funds typically appear the next business day without any action needed on your part.

Helpful Links To Bookmark

• New York State OTDA EBT page: Find benefit rules, deposit schedules, and official forms.

• ConnectEBT cardholder site: Look up your balance and view transaction history.

• ebtEDGE portal: Manage your card, request replacements, and see your history.

• Surcharge-free ATM locator: Find ATMs that waive fees for EBT Cash withdrawals.