Common EBT-Related Issues and How to Resolve Them

While EBT is a reliable system, you may occasionally encounter issues. Common problems include a lost card, a forgotten PIN, missing benefits, declined transactions, or suspected fraud. Knowing the right steps can help you resolve these situations quickly and protect your benefits.

Lost or Stolen EBT Card

If your EBT card is missing, acting fast is the best way to protect your funds from unauthorized use. You should immediately report the loss to freeze your account and request a replacement.

• Call Alabama EBT Customer Service at 1-800-997-8888 as soon as you realize the card is gone. Choose the option for a lost or stolen card to freeze the account.

• Confirm your identity with your card number, the last four digits of your SSN, and your date of birth so the agent can deactivate the old card.

• Request a new card and verify your mailing address. A replacement typically arrives in 5–7 business days.

• When the new card arrives, call the same number to set a new PIN before you use it.

• If benefits were stolen before you reported the loss, you can file a stolen-benefits claim at your county DHR office within 30 days to seek reimbursement.

Forgotten or Locked PIN

Forgetting your PIN or having it locked after too many incorrect attempts is a common hiccup. Fortunately, you can reset it over the phone without needing to visit an office.

• Dial 1-800-997-8888 and follow the menu prompts to reset your PIN.

• You will need to enter your card number, SSN digits, and date of birth to verify your identity.

• Choose a new four-digit PIN. Avoid simple combinations like 1111 or 1234, as these are more vulnerable to fraud.

• After resetting, you can confirm the new PIN is active by checking your balance through the automated system.

• Make a small test purchase to be sure it works. If it still fails, you may need to repeat the reset process or request a new card.

Missing, Delayed, or Zero Benefits Balance

If your benefits are not available on the expected date, there could be several reasons, from processing delays to issues with your case file. Here’s how to figure out what is going on.

• First, confirm whether funds were deposited. You can check using the state's automated line or a free app like Benny, which tracks your SNAP and EBT Cash balance.

• Compare your expected payment date with the official EBT deposit schedule. Benefits can post late if the issuance date falls on a weekend or holiday.

• Check recent mail, texts, or portal messages from DHR. Incomplete recertification or income verification paperwork is a common reason for delayed payments.

• If there is no clear reason for the delay, call Customer Service and ask a live agent to review your case notes.

• Submit any missing documents to your county DHR office right away, and then follow up with Customer Service to confirm the hold on your account is cleared.

Card Declined or Not Working at Checkout

A declined card at the register can be frustrating, but it does not always mean you are out of funds. The issue could be with the store's terminal, your card, or a temporary system outage.

• Ask the cashier to run the transaction again and confirm the store’s EBT machine is online, as brief outages can cause declines.

• From the store, call 1-800-997-8888 to check your balance and listen for any messages about system downtime.

• If you have funds, note any error code. Ask the merchant to call the EBT Merchant Helpdesk at 1-800-477-8604 for store troubleshooting.

• Inspect your card for physical damage like scratches or demagnetization. If it will not swipe anywhere, call Customer Service to request a free replacement.

• Keep your receipt and error details. If the problem continues with a new card, file a technical complaint with DHR and request a written response.

Suspicious or Unauthorized Transactions or Scam Calls

Scammers increasingly target EBT recipients through fraudulent calls and texts to steal benefits. It is important to recognize these scams and know how to protect your account from unauthorized use.

• Hang up immediately on anyone claiming to be from EBT Customer Service who asks for your card number or PIN. DHR cautions against phone scammers and confirms they will never request this information.

• Call 1-800-997-8888 right away to change your PIN and have your card locked to prevent further theft.

• Check your recent transactions through the phone menu or the ebtEDGE portal. Write down the details of any charges you do not recognize.

• Report the theft to your county DHR office within 30 days. You will need to complete a stolen-benefits affidavit so the agency can investigate and replace eligible funds.

• File a fraud report with local law enforcement and the FTC, keep copies for your records, and continue to monitor your statements.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app that helps you track your SNAP and EBT Cash balance in real-time. You can also get cash back on eligible purchases at stores like Target, Walmart, Costco, and Kroger. To get started, link your EBT card to the app. After you shop, scan your receipt to receive cashback on SNAP-eligible items.

Download Benny to take control of your spending and get more from your EBT benefits.