How Can I Keep My EBT Card Secure?

Phishing and spam attacks are on the rise across Tennessee, targeting EBT users with increasing sophistication. Scammers use deceptive texts, calls, and websites to trick people into revealing their private information. Knowing the forms these scams take is the first step in protecting your benefits and taking action on time.

How EBT Benefits Are Stolen

Thieves use both physical and digital tactics to steal benefits. Organized rings often install illegal card-skimming devices on checkout readers, particularly at self-service lanes. These nearly invisible overlays can capture your card data and PIN, allowing criminals to create a clone of your card and drain your account.

Digital scams are also common. You might receive a text message or email claiming your account is locked or that you are eligible for extra benefits. These messages are fraudulent attempts to get you to share your card number and PIN. The Tennessee Department of Human Services (TDHS) will only contact you through pre-arranged calls or its secure OneDHS portal and will never ask for your private card details.

What To Do If Your Benefits Are Stolen

If you suspect your benefits have been stolen, you must act immediately to prevent further loss. The following steps outline how to report the theft and secure your account.

1. Immediately freeze your card using the ebtEDGE mobile app and call 1-888-997-9444 to report the card stolen and cancel it.

2. File a report with your local police department.

3. Contact the TDHS Office of Inspector General at 1-800-241-2629 to report the fraud.

Unfortunately, the federal authority that allowed states to replace stolen SNAP benefits was not renewed by Congress. The replacement program ended on January 20, 2025. Any thefts discovered after December 20, 2024, are no longer eligible for reimbursement.

Benefits from programs like Families First (TANF) or P-EBT have never been eligible for replacement if stolen. For these programs, as well as for SNAP, the only available action is to cancel the compromised card and request a new one.

Other Common Issues with EBT Cards and How to Resolve Them

Beyond security threats, everyday issues can disrupt access to your benefits. From a declined transaction at the grocery store to a forgotten PIN, knowing the right steps to take can resolve these common problems quickly and without stress.

Card Declined at Checkout

A declined card at the checkout counter can be frustrating, but it's usually due to a simple issue. The cause is often an insufficient balance or an attempt to purchase ineligible items like soap or vitamins. Other times, the cashier may have selected the wrong payment option, or the store's terminal could be temporarily offline. Your account might also be blocked after too many incorrect PIN attempts.

• Check your balance before shopping with an app like Benny, the ebtEDGE portal, the toll-free number, or your last receipt.

• Ask the cashier to split the transaction between eligible food items and other goods and to confirm they pressed the correct payment key.

• If the store’s point-of-sale system is down, you may need to wait or try another authorized retailer.

• Call EBT Customer Service immediately if your account is blocked to have it cleared and reset your PIN.

Forgotten or Locked PIN

For security, your EBT card will automatically lock if the wrong PIN is entered four times in a row. The lock lasts until midnight. Of course, if you simply forget your PIN, the card is also unusable until you reset it.

• Dial 1-888-997-9444 and choose the option to change your PIN. You will need to enter your card and date of birth details to create a new four-digit code.

• Alternatively, sign in to your ebtEDGE account or use the mobile app to change your PIN.

• Create a number that is easy for you to remember but difficult for others to guess, avoiding things like your birth year or repeating digits.

• Make a purchase with your card within 24 hours to confirm the new PIN is active.

Expected Benefits Did Not Arrive

In Tennessee, SNAP benefits are deposited on a staggered schedule based on the last two digits of your Social Security Number. Delays can sometimes occur due to bank holidays or if your case file is missing required paperwork.

• Review the official deposit calendar to confirm your scheduled payment date. You can find this on the state's EBT information page.

• Log in to the One DHS Customer Portal to check your case status for any pending verification requests. Upload any needed documents, such as proof of income or address, promptly.

• If you have recently moved or changed jobs, update your information in the portal to ensure you receive all notices.

• If your deposit date has passed and your case is active, call the Family Assistance Service Center at 866-311-4287 to report a missing benefit.