Common EBT-Related Issues and How to Resolve Them

Using your Illinois Link card is usually straightforward, but problems can arise. You might face issues like a lost card, a forgotten PIN, a declined transaction, missing benefits, or even fraud. Here’s how to handle five of the most frequent problems.

Lost Or Stolen Link Card

A lost or stolen card is an emergency. You must act fast to protect your benefits from being spent by someone else. Disabling the card immediately is the first and most important step to take.

• Immediately report the card as lost or stolen to freeze the account by calling 1-800-678-LINK (5465).

• You will need to verify your identity with your Social Security number and date of birth.

• Request a replacement card. It should arrive by mail in about 7-10 business days.

• Once the new card arrives, you must call again to activate it and set a new PIN.

Forgotten Or Locked PIN

If you forget your PIN or enter the wrong one too many times, your card will be locked, preventing any purchases. Resetting it is a simple process that restores access to your funds.

• Prepare your card number, Social Security number, and date of birth before you begin.

• Use the automated phone system at 1-800-678-LINK (5465) and select the option to reset your PIN.

• After verifying your identity, choose a new four-digit PIN that is difficult to guess.

• Confirm the new PIN works by checking your balance or making a small qualifying purchase.

Card Declined Or Not Working At Checkout

A declined transaction can be frustrating and may happen for several reasons. These include insufficient funds, a damaged card, or a retailer’s equipment being temporarily offline.

• First, check your EBT balance to confirm you have enough funds. You can do this online, through the state's phone line, or with a free app like Benny.

• Examine your card for any visible damage or to see if it has expired. If so, you will need to order a replacement.

• Ensure you are entering the correct PIN. If you think it might be locked, follow the steps for resetting it.

• Try using the card at a different checkout lane or another approved store, as the issue might be with the retailer's system.

Missing Or Delayed Monthly Benefits

Your benefits should arrive on a predictable schedule, but holidays or paperwork issues can cause delays. Before getting concerned, there are a few things you can check on your own.

• Review the EBT deposit schedule and compare it with the current date, accounting for any recent holidays.

• Confirm the funds have not been deposited by checking your account balance.

• Look through recent mail or emails for any messages from DHS requesting paperwork for recertification. Submit any missing documents right away.

• Make sure your personal information, like your address and household size, is current with DHS.

Suspected Benefit Theft Or Skimming Fraud

Benefit theft, often through card skimming devices, is a growing problem. If you notice unauthorized transactions, you must act immediately to secure your account and report the fraud.

• The first step is to freeze your card to prevent further theft.

• Request a new card and set a new, secure PIN right away.

• File a Report of Electronic Theft with DHS to begin the process for potential reimbursement of stolen funds.

• Enable extra security features if available, like blocking out-of-state transactions, and change your PIN regularly to protect your benefits.

Manage Your EBT Benefits and Get Cashback with Benny

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

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