How Can I Keep My EBT Card Secure?

Phishing and spam attacks are increasingly common across Wisconsin. These scams can appear as texts, calls, or emails, making them hard to spot. Recognizing the different forms of fraud is the first line of defense in protecting your benefits.

How EBT Benefits Are Stolen

Thieves use several deceptive methods to gain access to your account information. Scammers send fake text messages about locked cards or bonus benefits, make spoofed robocalls to “verify” your card, or create imitation websites to capture your card number and PIN. Government agencies will never ask for your PIN or card number by phone, text, or email.

Physical theft methods are also a threat. Criminals place “skimmer” devices on store card readers to copy your card’s magnetic stripe and use hidden cameras to record your PIN. These cloned cards are then used to drain accounts.

What To Do If Your Benefits Are Stolen

If you suspect that your benefits have been stolen, you must act quickly to report the fraud and request a replacement. Here are the steps to follow:

1. Immediately freeze or cancel your card through the ebtEDGE mobile app or by calling QUEST Card Service at 877-415-5164.

2. Change your PIN to prevent further unauthorized use.

3. Keep any records of the fraudulent transactions, such as screenshots or receipts.

4. Report the theft to your local Department of Human Services (DHS) office, the local police, and the USDA Office of Inspector General (OIG).

5. Submit a stolen-benefit claim form within 30 days of discovering the theft. You can find more information on the official Wisconsin EBT website.

Wisconsin has an approved plan to reimburse stolen FoodShare (SNAP) benefits. This plan covers thefts that occurred between October 1, 2022, and December 20, 2024.

To receive a replacement, you must file a claim within 30 days of finding the loss. The state will replace up to the amount stolen or two months of your regular allotment, whichever is less, for each incident.

This replacement policy does not cover TANF cash benefits from the Wisconsin Works program or other EBT cash programs. Stolen cash benefits are typically not restored, but you should still report the theft.

Other Common Issues with EBT Cards and How to Resolve Them

Beyond security threats, you might run into other issues with your QUEST card. Knowing the common reasons for card problems and how to fix them can help you access your benefits without unnecessary delays or frustration. Here are some frequent challenges.

Card Declined At Checkout

A declined card at the checkout counter can be frustrating, but it often has a simple explanation. The issue could be an unactivated card, an incorrect PIN entry, or an insufficient FoodShare balance for the transaction. Entering the wrong PIN three times will also lock the card until midnight.

• First, check your balance. You can see your real-time EBT balance on Benny, the ebtEDGE website, or by calling QUEST Card Service at 877-415-5164.

• If your card is new, call the activation number on its sticker to set a four-digit PIN.

• If your PIN is locked, you must wait until after midnight to try again or reset it.

• Ask the cashier to try swiping the card again, as the problem could be a temporary network outage.

• If these steps do not work, call QUEST Card Service to check your card's status or request a replacement.

Forgotten Or Blocked PIN

Your PIN is your key to using your benefits, and it is required for every purchase. If you enter the wrong PIN three times in a row, the system will automatically lock your card for security reasons until the next calendar day.

• Call QUEST Card Service at 877-415-5164. When you hear the automated menu, press 2 to speak with an agent and ask them to “remove” your current PIN. After the call, you can immediately call back and use the automated system to choose a new one.

• If an agent is unable to assist, ask to speak with a supervisor.

• When choosing a new PIN, pick a four-digit number that is easy for you to remember but hard for others to guess. Avoid using your birthdate or parts of your address.

Damaged, Lost, Or Unreceived Card

EBT cards can get damaged over time, with the magnetic stripe or chip failing to work. It is also possible for a new or replacement card to get lost in the mail and never arrive.

• Report a damaged, lost, or unreceived card immediately by calling QUEST Card Service to order a replacement. The first replacement each year is free.

• If you have an emergency and cannot wait for a new card to arrive by mail, you can request a temporary QUEST card at your local agency by filling out form F-02260A. This card is valid for up to 30 days.

• When your new permanent card arrives, you will need to call to activate it. Your PIN will remain the same.

Helpful Resources To Bookmark

• Wisconsin QUEST Card information page: Official instructions, balance options, and contact numbers.

• ACCESS Wisconsin portal: Apply for benefits, renew your case, and upload documents.

• Benny: A free tool to check your EBT balance and get cashback.

• ebtEDGE login: View detailed balance and transaction history.

• MoneyPass ATM locator: Find surcharge-free ATMs for EBT Cash withdrawals.

• SNAP Retailer Locator: Find stores that accept EBT.