Common EBT-Related Issues and How to Resolve Them

Navigating the EBT system can sometimes present challenges. From a lost card to a declined transaction, various problems can arise, but most have straightforward solutions.

Lost, Stolen, or Compromised Card

If your card is lost, stolen, or you notice unauthorized charges, you must act quickly to protect your remaining benefits. Taking immediate steps can prevent further loss and begin the recovery process.

• Call the Maryland EBT Customer Call Center at 1-800-997-2222 to report the issue.

• Ask the representative to cancel the card and mail a free replacement, confirming your current address.

• Change your PIN during the call or online through ConnectEBT to block unauthorized access.

• Review your recent transactions and write down every charge you did not make.

• File a fraud report with your local Department of Social Services and ask about benefit reimbursement.

Forgotten or Compromised PIN

You cannot complete purchases if you forget your PIN or suspect it has been compromised. Resetting it is a necessary step to regain access to your funds and secure your account from misuse.

• Dial the customer service number and select the option to change your PIN.

• Verify your identity with your card number, birth date, and the last four digits of your SSN.

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

• Test the new PIN at a retailer or ATM. If it fails, repeat the process.

• Store your new PIN securely and never share it with anyone to prevent future issues.

Missing Benefits

If your scheduled SNAP or cash benefits have not appeared on your card, there are a few things to check. Often, the issue can be resolved by verifying deposit dates or submitting required paperwork.

• Compare today’s date with Maryland’s EBT deposit schedule to confirm the deposit is actually late.

• Check your current balance and last deposit date through the automated phone system or a free app like Benny.

• Review recent mail or email from DHS for any requests for documents to verify your eligibility.

• If your paperwork is complete, ask a customer service agent to open a ticket to investigate a system error.

• If the delay persists for more than two business days, contact your caseworker for assistance.

Card Declined at Checkout

A declined transaction can be frustrating, especially when you know you have funds. The cause is often a simple issue like a PIN error, a system outage, or a problem with the store's equipment.

• Before trying again, confirm your EBT balance using the ConnectEBT app or the automated phone service.

• Carefully re-enter your PIN. Too many wrong attempts can lock your account.

• Ask the cashier to run the transaction again or move to another register. If it still fails, try a different store.

• If declines continue, check if there is a statewide outage or a fraud hold on your account.

• Save any receipts or on-screen error codes to provide exact details to an agent.

Damaged or Expired Card

Physical damage like cracks or a scratched magnetic stripe can prevent your card from working. An expired card will also need to be replaced, though your benefits themselves are not affected.

• Inspect your card for cracks, bent corners, or other damage. Do not keep swiping a damaged card.

• Request a replacement by calling customer service. Confirm your address and ask when the new card will ship.

• If the card has expired, an agent can order a new one at no cost.

• If you cannot wait for mail delivery, ask your local DSS office about picking up a same-day card.

• Activate the new card and set a fresh PIN as soon as it arrives, then destroy the old one.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app that lets 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 to the app, and after you shop, scan your receipt to receive cashback on qualifying items.

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