Common EBT-Related Issues and How to Resolve Them

While your EBT card is a convenient tool, you might occasionally run into problems. Common issues range from a lost card or forgotten PIN to suspicious transactions or delayed benefits. Knowing the right steps to take can help you resolve these situations quickly and protect your funds.

Lost or Stolen EBT Card

If your card is missing, it's important to act fast to prevent anyone else from using your benefits. You must report it immediately to have the card disabled and request a replacement.

• Contact the 24/7 Conduent EBT Cardholder Customer Service at 1-800-526-9099. This number is also on the back of your card and the DHSS food stamps page.

• Follow the prompts to report a lost or stolen card and verify your identity.

• Ask the agent to disable the old card and mail a new one. Your replacement should arrive within 7–10 business days.

• Once the new card arrives, you will need to activate it and set a new PIN before use.

Forgotten, Locked, or Compromised PIN

An incorrect or exposed PIN can prevent you from making purchases and puts your benefits at risk. If you forget your PIN or suspect it has been compromised, you should change it immediately.

• Call the Delaware EBT Customer Service line at 1-800-526-9099 and select the option to change or reset your PIN.

• You will need to enter your card number and other details to confirm your identity.

• Choose a new four-digit PIN that is difficult to guess. Avoid using birthdays or repeating numbers.

• Never write your PIN down or share it with anyone.

Unauthorized or Suspicious Transactions

Card skimming and phishing schemes can drain your account balance without your knowledge. Regularly checking your transaction history is the best way to spot fraudulent activity early.

You can review your recent purchases on ConnectEBT.com or by using a free app like Benny to track your balance. For full guidance, see this guide on how to check your EBT balance.

• If you find any transactions you did not make, report them immediately by calling customer service.

• Provide the agent with the details of each unauthorized purchase.

• Ask the agent to freeze or replace your card and inquire about Delaware’s reimbursement process for benefit theft.

• Change your PIN after reporting the fraud and be cautious of where you swipe your card.

Card Consistently Declined or Physically Damaged

If your card is repeatedly declined even when you have funds, the magnetic stripe or chip may be damaged. It could also be blocked by the system for security reasons.

• First, try your card at a different store or ATM to confirm the issue is not with the retailer’s terminal.

• If it still fails, check for system blocks or PIN errors by contacting the EBT customer service line.

• If a replacement is needed, you can request one over the phone. For immediate access to benefits, you can visit a local State Service Center to ask for an instant-issue card. Dial 2-1-1 to find the nearest location.

• To prevent future damage, store your new card away from magnets and phones.

Missing or Delayed Monthly Benefit Deposit

SNAP benefits are typically deposited on the same day each month, based on your Social Security number. Delays can happen due to holidays, weekends, or issues with your case paperwork.

First, confirm your scheduled payment date, as it may be affected by a weekend or holiday. You can find more information on the Delaware EBT deposit schedule.

• Check your balance online at ConnectEBT.com or with a balance-checking app to see if the deposit has posted.

• If the deposit is missing, contact your caseworker to ensure all your eligibility reviews and documents are up to date.

• If your case is in good standing, contact the DSS Customer Relations line at 1-866-843-7212 to report a missing issuance.

• Keep a record of your call and follow up if the funds do not appear within 24 hours.

Manage Your EBT Benefits and Get Cashback with Benny

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

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