How Can I Keep My EBT Card Secure?

Phishing and spam attacks are on the rise across West Virginia, targeting EBT cardholders with increasing sophistication. These scams can take many forms, from deceptive text messages to fraudulent card readers at stores. Recognizing the signs of theft is the first step in protecting your benefits.

How EBT Benefits Are Stolen

Thieves use several common methods to gain access to your account information and steal your funds. Card skimmers are a growing threat. Criminals place a thin device over a store’s card reader and a tiny camera nearby to capture your card number and PIN. Before swiping, it is a good practice to tug on the card slot and keypad to check for loose parts, a step officials recommend.

Phishing attacks often come as text messages or robocalls claiming your account is locked. These messages contain links to fake websites that mimic the real ebtEDGE portal to steal your login details. Always delete suspicious messages and never click on their links.

What To Do If Your Benefits Are Stolen

If you suspect fraudulent activity on your account, you must act immediately to protect your remaining balance and report the theft. You should take the following steps:

1. Change your PIN at once.

2. Freeze or replace your card through the ebtEDGE app or by phone.

3. File a fraud report on the same day the theft is discovered.

4. Keep paper or screenshot copies of the unauthorized transactions for your records.

Replacement of stolen SNAP benefits is possible under specific federal rules. The policy covers thefts that occurred between October 1, 2022, and December 20, 2024. Eligible households may receive a reimbursement for the amount stolen or up to two months of their regular benefit amount, whichever is less, with a limit of two replacements per federal fiscal year.

After December 20, 2024, West Virginia’s Bureau for Family Assistance will no longer have the authority to issue new replacements for stolen SNAP funds, as detailed in a recent announcement. It is important to note that TANF and other EBT Cash benefits are not eligible for replacement due to theft.

Other Common Issues with EBT Cards and How to Resolve Them

Beyond theft, other common issues can prevent you from accessing your benefits. Problems can range from a physically damaged card that won’t swipe to a forgotten PIN or a card that never arrived in the mail. Here’s how to resolve them.

Card Will Not Swipe, Tap, or Insert

If your card is consistently rejected at checkout lanes or ATMs with a “cannot read card” error, the magnetic strip or chip is likely damaged. Over time, the strip can get worn, scratched, bent, or demagnetized from being near phones or magnets.

Before reporting it, try gently wiping the strip and chip. You can also ask the cashier to attempt a manual entry of the card number, though not all stores permit this.

• Call the 24-hour customer service line on the back of your card at 1-866-545-6502 to request a free replacement. Your PIN will remain the same.

• If you need the card sooner than the standard 7-10 day delivery, ask the agent to mark your request for “expedited pick-up” at your county Department of Human Services (DoHS) office.

• Protect your new card by keeping it in a wallet sleeve away from magnets.

Forgotten or Locked PIN

Your Mountain State card will automatically lock after the fourth incorrect PIN attempt. It is easy to forget your PIN, especially if you have not used your card recently or have not changed the number in a while.

You can reset your PIN without waiting to speak to a representative. You will need your card number, date of birth, and Social Security Number for verification.

• Use the automated menu at 1-866-545-6502 or log in to the FIS cardholder portal to choose a new PIN.

• If you cannot recall your verification details, a customer service representative can help confirm your identity through other means and unlock the card.

• After choosing a new PIN, test it at any point-of-sale device to confirm it works.

Card Never Arrives or Is Sent to the Wrong Address

New or replacement cards are typically mailed within 7-10 days. If your card doesn't arrive, it is often because the address on file with the state does not match United States Postal Service records.

An outdated address can also prevent you from receiving important recertification notices, which could interrupt your benefits.

• Check that your mailing address is current in your WV PATH account or with your caseworker.

• Call customer service at 1-866-545-6502 to cancel the original card and have a new one issued. If your mail service is unreliable, you can ask to have the card held for pick-up.

• When picking up a card in person, you will need to bring a government-issued photo ID and a current utility bill or lease to prove your residency.