Common EBT-Related Issues and How to Resolve Them

Dealing with your EBT card can sometimes involve frustrating issues. From a lost card to a mysterious balance, problems can arise unexpectedly. Understanding the common challenges and knowing the right steps to take can help you resolve them quickly and secure your benefits.

Lost or Stolen EBT Card

If your card is missing, acting fast is the best way to protect your benefits. You should immediately report the loss to prevent anyone else from using your funds.

• Lock your card right away using the DTA Connect mobile app or its online portal.

• Call the 24/7 EBT customer service line at 1-800-997-2555 to report the card lost or stolen. Your old card will be deactivated.

• Choose to have a new card mailed to you, which takes 7–10 days, or pick one up the same day at a local DTA office.

• Select a new PIN and keep it confidential.

• A $5 replacement fee may be deducted from your benefits unless you qualify for an exemption.

Forgotten, Locked, or Compromised PIN

Entering the wrong PIN four times in a row will automatically lock your card for security. If this happens, or if you suspect someone knows your PIN, you will need to reset it.

• Stop trying to use the card after the third incorrect PIN attempt to avoid it locking.

• Reset your PIN through the DTA Connect app, at a compatible ATM, or by calling the EBT phone system and selecting the PIN change option.

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

• Unlock your card in DTA Connect once your new PIN is active.

• Consider changing your PIN monthly to reduce the risk of fraud.

Benefits Missing or The Balance Looks Wrong

If your benefits haven't appeared or the balance seems incorrect, first verify your payment date. Sometimes, holidays can cause a slight delay in deposits.

• Check the official EBT deposit schedule to confirm your regular deposit date.

• Review your recent transaction history. You can check your last store receipt or use a free app like Benny to track your balance.

• If the amount is still wrong, file a transaction error claim within 90 days.

• Keep your claim confirmation number and any supporting receipts.

• Follow up with the DTA Assistance Line if the issue isn't resolved.

Card Declined, Damaged, or Unreadable at Checkout

A declined transaction can be caused by the card itself, the store's equipment, or your account status. A few simple checks can often solve the problem.

• Clean the card’s magnetic strip or chip and ask to try a different card reader.

• Confirm that the store accepts EBT and that you have enough funds for the purchase. You can find guidance on how to check EBT balance here.

• If it still fails, check that your account and card are active.

• Request a replacement card if yours is worn out or damaged.

• Activate the new card, set a new PIN, and destroy the old one.

Suspected Fraud, Skimming, or Stolen Benefits

If you notice unauthorized transactions, it is critical to secure your account immediately to prevent further losses. Massachusetts may reimburse benefits stolen through skimming.

• Lock your card in the DTA Connect app and change your PIN right away.

• Review your transaction history for any purchases you did not make.

• Call EBT customer service to freeze the compromised card and order a replacement.

• File a stolen-benefits claim with the DTA.

• Protect your new card by locking it when not in use and changing the PIN often.

Manage Your EBT Benefits and Get Cashback with Benny

With the free Benny app, you can monitor your EBT balance in real-time and earn cash back on qualifying purchases from stores like Walmart, Target, and Costco. To get started, connect your EBT card to the app. After you shop, scan your receipt with Benny to receive money back on SNAP-eligible items.

Download Benny to take control of your spending and make your EBT benefits go further.