Common EBT-Related Issues and How to Resolve Them

While the Hoosier Works EBT card is a reliable way to access benefits, you may occasionally run into problems. Common issues range from a lost card or forgotten PIN to transaction declines and delayed benefit deposits. Knowing the right steps can help you resolve these situations quickly.

Lost or Stolen Hoosier Works EBT Card

If your card is missing, it is important to act immediately to protect your benefits. Deactivating the card prevents anyone else from using it. You can then request a replacement card to be mailed to you.

• Immediately call Indiana EBT Customer Service at 1-877-768-5098 to report the card lost or stolen. This will deactivate the old card.

• Verify your identity using your Social Security number, date of birth, and ZIP code.

• Request a new card and confirm your mailing address is correct. You can ask if an expedited pickup at your local DFR office is possible.

• When your new card arrives, call the same number to set your PIN before using it.

Forgotten, Compromised, or Locked PIN

Forgetting your PIN or having it compromised doesn't mean you're locked out of your account for long. The automated phone system allows you to reset it without needing to know the old one.

• Call 1-877-768-5098 and choose the option to change your PIN.

• Follow the prompts to enter your card number and identifying information.

• Choose a new 4-digit PIN that is not easy to guess.

• If your card was locked from too many wrong attempts, it will reactivate after midnight or once you reset the PIN.

Card Will Not Swipe or Transaction Keeps Declining

A declined transaction can happen for several reasons, including a damaged card or insufficient funds. Before calling for help, there are a few things you can check yourself.

• Inspect your card for any damage or an expired date. If it's a new card, make sure it has been activated.

• Ask the cashier to try keying in the number manually. If that fails, it could be a temporary system outage.

• Confirm you have enough funds for the purchase. You can check your EBT balance online or use a free app like Benny to track your SNAP and EBT Cash balance.

Suspected Fraud, Skimming, or Missing Benefits

If you notice unauthorized transactions, you must report the activity right away to prevent further theft. Indiana has a process for reporting and potentially recovering electronically stolen benefits.

• Call 1-877-768-5098 to freeze your card and change your PIN.

• File a police report and keep the report number, as it may be required for reimbursement.

• Request a replacement card so the compromised number cannot be used again.

• To protect your account, always cover the keypad when entering your PIN and check card readers for tampering.

Benefits Did Not Show Up on the Expected Date

If your benefits haven't been deposited as expected, the cause is often related to the payment schedule or a pending issue with your case file. Verifying these details is the first step.

• Check the official Indiana SNAP schedule, as benefits are issued on different days based on your last name.

• Confirm the deposit is actually missing by checking your balance online or via the automated phone line.

• If benefits are more than a day late, call the FSSA call center at 800-403-0864 to ask about your case status.

• Submit any requested paperwork promptly, as incomplete eligibility reviews are a common reason for delays.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app that helps you manage your benefits. You can track your SNAP and EBT Cash balance in real-time and earn cash back on eligible items at participating stores like Walmart, Kroger, and Target. To get started, link your EBT card, make a purchase, and then scan your receipt in the app to receive your rewards.

Download Benny to better manage your spending and get more from your EBT benefits.