Common EBT-Related Issues and How to Resolve Them

While EBT cards provide a straightforward way to access benefits, you may occasionally run into problems. Cardholders can face several common issues, from a lost card to a balance discrepancy. Below are five frequent problems and the steps to resolve them.

Lost Or Stolen Quest Card

If your card is missing, it is important to act quickly to protect your benefits. Deactivating the card immediately prevents anyone else from using it. A replacement card can be mailed to your address on file.

• Call Idaho’s EBT customer service at 888-432-4328 as soon as you realize your card is gone. This line immediately blocks further use of the card.

• Follow the menu prompts to report a lost or stolen card. You will need to provide your card or Social Security number and other details to verify your identity.

• Request a replacement card from the agent and confirm your current mailing address. A new card typically arrives within seven to ten business days.

• While you wait, you can monitor your balance by phone or at ebtedge.com to ensure no unauthorized transactions appear.

• Once the new card arrives, follow the instructions to activate it and set a new PIN. If you find your old card later, you should destroy it.

Forgotten, Locked, Or Compromised PIN

Forgetting your PIN or entering it incorrectly too many times can lock you out of your account. You can reset your PIN over the phone using the automated system or by speaking with a customer service agent.

• Dial 888-432-4328 and choose the “PIN reset” option from the automated menu.

• Verify your identity by entering your card number, date of birth, ZIP code, or Social Security number when prompted.

• Create a new four-digit PIN that is easy for you to remember but difficult for others to guess.

• Test the new PIN during your next purchase or at an ATM to confirm that the reset was successful.

• If the system continues to reject your PIN, press “0” to speak with a live agent for a manual reset.

Balance Looks Wrong Or Can't Be Confirmed

If you are unsure of your balance or believe it is incorrect, there are several ways to check it. For a complete overview, you can review the guide on how to check your EBT balance.

• Check your balance by calling the EBT hotline, visiting ebtedge.com, or using a free app like Benny to track your SNAP and EBT Cash funds.

• Look at your last purchase receipt, as the remaining balance is usually printed on it.

• Use an ATM to perform a balance inquiry, though be aware that some fees may apply.

• Compare the balance with your own records. If you find a discrepancy, call customer service and ask for an account review.

Suspicious Or Unauthorized Transactions

If you notice charges you do not recognize, you must report them immediately to protect your remaining benefits. It is helpful to gather all relevant details about the suspicious transactions before you call.

• Review your recent transaction history by phone, on ebtedge.com, or on your receipts. Note any charges that are unfamiliar.

• Gather the date, merchant name, and dollar amount for each transaction you want to dispute.

• Report the unauthorized transactions and ask the agent to deactivate your card and issue a new one.

• If benefits were stolen through skimming or other fraud, you can request a reimbursement form from the Department of Health and Welfare.

• Keep the reference number provided by the agent and follow up to check on the status of the investigation.

Monthly Benefits Not Deposited

If your benefits do not appear on the expected day, there could be several reasons. The deposit date can be affected by holidays, or there may be an issue with your case that needs to be addressed.

• First, check the statewide deposit schedule, as holidays and weekends can sometimes cause a one- or two-day delay.

• Log in to idalink or call your DHW caseworker to verify that your eligibility paperwork and recertification were processed.

• Ensure your household information, such as your address and income, is current with the DHW.

• If your information is correct, call the EBT hotline to ask if your account has been suspended or locked for any reason.

• If the deposit is still missing, ask the agent for a service ticket and escalate the issue to a supervisor if necessary.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app that lets you track your real-time SNAP and EBT Cash balance and earn cash back on eligible purchases at stores like Target, Walmart, and Costco. To begin, link your EBT card. After making a purchase, scan your receipt with Benny to receive cashback on SNAP-eligible items.

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