Common EBT-Related Issues and How to Resolve Them

While EBT cards offer a convenient way to access benefits, you may occasionally run into problems. Common issues include a lost or stolen card, a forgotten PIN, missing benefits, or unauthorized charges. Knowing the right steps can help you resolve these situations quickly.

Card Lost or Stolen

If your card is missing or you believe it was stolen, taking immediate action is necessary to protect your benefits. The first step is to report the loss to prevent anyone else from using your funds.

• Call Missouri EBT Customer Service at 800-997-7777 and select the option to report a lost or stolen card. This deactivates it immediately.

• Request a replacement card during the same call after verifying your identity.

• Confirm your mailing address on file. A new card should arrive within 7 to 10 business days.

• Once the new card arrives, call the same customer service number to activate it and choose a new PIN.

• Keep the confirmation number from the automated system for your records.

Forgotten or Changed PIN

Forgetting your PIN or needing to change it is a common issue. Missouri no longer sends PINs by mail, so you must use the automated phone system to manage it.

• Call the Interactive Voice Response (IVR) line at 800-997-7777 with your EBT card handy.

• Follow the prompts to enter your card number and other identifying details like your SSN or DCN.

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

• Listen for the confirmation that your PIN has been successfully changed before using your card.

Card Locked After Too Many Wrong PIN Attempts

Your card will automatically lock if the wrong PIN is entered four times within a 24-hour period. The receipt will typically indicate that your PIN tries have been exceeded.

• If you remember the correct PIN, you can simply wait until after midnight for the system to unlock automatically.

• If you have forgotten the PIN, call customer service at 800-997-7777 to set a new one, which will unlock the card instantly.

• If your card gets locked repeatedly, it may be damaged, and you should request a replacement.

Benefits Missing or Delayed

If you expect a deposit but do not see it in your account, there are a few things you can check. Delays can happen for several reasons, from holidays to issues with your case file.

• First, confirm whether any funds were deposited. You can check your EBT balance on the ebtEDGE website or use a free app like Benny to track your SNAP and EBT Cash balance.

• Compare the expected deposit date with the Missouri issuance calendar. Deposits that fall on weekends or state holidays typically arrive the next business day.

• Log in to your myDSS account to see if you have any outstanding requests for documents or interviews.

• If your balance is still incorrect after 24 hours, contact your local FSD office to open a discrepancy ticket.

Unauthorized Transactions or Suspected Electronic Benefit Theft

Electronic benefit theft occurs when your benefits are stolen through scams like skimming or phishing. If you notice unauthorized charges, you must act fast to protect your remaining funds and report the crime.

• Immediately freeze your card using the ebtEDGE app or call 800-997-7777 to cancel it and stop further theft.

• Change your PIN to a completely new number that you have not used before.

• You must report the theft within 30 days by submitting Form IM-111 online, by mail, or in person.

• Request a new card and activate it with a new PIN once it arrives.

Manage Your EBT Benefits and Get Cashback with Benny

With the free Benny app, you can track your real-time EBT balance for SNAP and Cash benefits. It also provides cashback on SNAP-eligible items from stores like Target and Walmart. Just link your card, shop, and scan your receipt in the app to get your cash back.

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