How Can I Keep My EBT Card Secure?

Phishing and spam attacks are becoming more common in North Carolina. These scams can take many forms, from fake texts to look-alike websites. Understanding these threats helps you protect your benefits by taking the right steps quickly.

How EBT Benefits Can Be Stolen

Thieves can attach physical skimmers to card readers at supermarkets and ATMs. These devices are designed to copy your card’s magnetic stripe while a tiny, hidden camera records your PIN. Always inspect a payment terminal for loose parts or a keypad that looks newer than the rest of the machine.

Digital fraud is also a significant threat, often appearing as phishing scams. You might get a text or email with a fake warning that your account is locked to trick you into sharing your card number and PIN. Official agencies will never ask for this information by text, email, social media, or phone.

What To Do If Your Benefits Are Stolen

If you believe your benefits have been stolen, you must act immediately. Follow these steps to report the fraud and protect your account.

1. Immediately freeze your card using the official ebtEDGE website or mobile app.

2. Call the North Carolina EBT Call Center at 1-888-622-7328 to report the theft and request a new card.

3. Contact your local county Department of Social Services (DSS) office to file a report of the theft.

A temporary federal rule allowed North Carolina to replace SNAP benefits stolen between October 1, 2022, and December 20, 2024. However, that authority has expired. As of December 21, 2024, stolen SNAP benefits cannot be replaced. Stolen Work First and other EBT Cash benefits are also not replaceable, meaning any stolen funds are permanently lost.

Other Common Issues with EBT Cards and How to Resolve Them

From a forgotten PIN to a damaged card, occasional issues can interrupt your access to benefits. Knowing how to resolve these common problems quickly will help you get your card working again with minimal disruption.

Card Is Locked or You Forgot Your PIN

Entering the wrong PIN four times in a row will automatically lock your EBT card for security. This feature prevents unauthorized use but can also happen from simple keypad errors or even a child guessing at the number. The lock is temporary and automatically lifts after 12:01 a.m. the following day.

If you cannot remember your PIN, you will need to set a new one.

• If you remember the correct number, wait until after midnight to try the transaction again.

• If you have forgotten the PIN, call the North Carolina EBT Customer Service line at 1-888-622-7328 and follow the prompts to choose a new one.

• Pick a new four-digit code that is difficult for others to guess and avoid writing it down near your card.

Card Will Not Swipe or Is Damaged

An EBT card can stop working if its magnetic stripe or chip becomes damaged. Frequent use, bending the card, or exposing it to heat can weaken these components, leading to a “Cannot read card” error at the checkout terminal. You might also see visible cracks or wear on the card itself.

• First, try wiping the magnetic stripe with a soft, dry cloth and attempting the transaction at a different register.

• If the card is still unreadable, call 1-888-622-7328 to request a replacement. A new card will arrive by mail in 7–10 business days with your existing balance and PIN.

• If you need food immediately, contact your county Department of Social Services (DSS) office to ask about getting a temporary voucher.

Balance Shows $0 or an Unexpected Amount

A store terminal might show a zero or incorrect EBT balance even when you expect to have funds available. This can happen if you are recalling last month’s balance, a recent purchase has not fully processed yet, or you accidentally checked the details for an old card.

Before reporting an issue, it is best to confirm your current balance through an official channel.

• Check the ending balance printed on your last grocery receipt.

• Call the EBT customer service number at 1-888-622-7328.

• Log in to the ebtEDGE cardholder portal or use its free mobile app.

• Use the Benny app, which connects to your account to show real-time SNAP and EBT Cash balances.

If your balance is still different from what the store’s terminal reads, ask the cashier to cancel the transaction and try again. If that fails, contact customer service to open a balance inquiry ticket.