Common EBT-Related Issues and How to Resolve Them

While EBT is a reliable system, you may occasionally encounter issues with your card or benefits. Most problems have straightforward solutions, from resolving a forgotten PIN to reporting a lost card. Understanding the common challenges can help you fix them quickly and protect your funds.

Lost or Stolen EBT Card

If your card is lost or stolen, you must act fast to prevent unauthorized use of your benefits. The first step is to deactivate the card and request a new one. You can report a lost or stolen card 24/7 by calling the Nevada EBT Customer Service line at 1-866-281-2443.

• Select the menu option to report a lost or stolen card to cancel it immediately.

• Verify your identity using your card number, date of birth, and other personal details.

• Request a replacement card and confirm your mailing address. A new card typically arrives in 7–10 business days.

• When the new card arrives, activate it and set a new PIN.

• Check your balance right away to confirm no fraudulent purchases were made. You can see your balance on your last receipt or by using a free app like Benny.

Forgotten, Locked, or Compromised PIN

Entering the wrong PIN multiple times will temporarily lock your card for security. If you forget your PIN or suspect it has been compromised, you should change it immediately to regain access to your account and protect your benefits.

• Call Nevada EBT Customer Service and select the option for PIN changes.

• Follow the automated prompts to verify your identity.

• Choose a new four-digit PIN that is difficult for others to guess. Avoid using your birthdate or simple number sequences.

• If your card was locked from too many wrong attempts, it unlocks automatically at 12:01 a.m. You can also ask an agent to unlock it sooner.

• Test the new PIN by performing a balance inquiry.

Suspicious or Unauthorized Transactions

Card skimming and other types of fraud can drain your benefits quickly. It is important to report any suspicious activity immediately, as Nevada will not replace benefits stolen after December 20, 2024. Quick action is your best defense against theft.

• As soon as you notice an unfamiliar charge, call customer service to freeze your card, change your PIN, and request a new card.

• File a benefit-theft claim with the DWSS Investigations & Recovery Unit within 10 business days. You can report fraud by calling 702-486-1875 for Southern Nevada or 775-448-5211 for Northern Nevada.

• Keep copies of all your receipts, statements, and the claim number for your records.

• Monitor your claim status through ACCESS Nevada or by contacting the investigator assigned to your case.

Benefits Not Deposited or Missing From Balance

If your benefits don't appear on the expected date, it is often due to a paperwork delay rather than a lost deposit. First, confirm the correct deposit date based on Nevada's issuance calendar, which uses the last digit of your case number.

• Verify your current balance using an ATM, your last receipt, or a free app that shows your SNAP and EBT Cash balance.

• Log in to ACCESS Nevada to check if any renewal forms or verification documents are pending.

• If paperwork is missing, submit the required forms and call to confirm they were received.

• If the deposit was sent but is missing, request a transaction history to check for fraudulent activity.

Card Not Working or Transactions Declined

A declined transaction can happen for several reasons, including insufficient funds, a damaged card, or a retailer's system outage. Before trying again, it is a good idea to check your balance to ensure you have enough funds for the purchase.

• Carefully re-enter your PIN. If the keypad seems faulty, try a different checkout lane.

• Inspect the magnetic stripe and chip on your card for damage. If it is scratched, ask the cashier to enter the card number manually.

• Try using your card at a different store to determine if the issue is with the retailer’s system.

• If the card is still not working, call customer service to see if it is locked or to order a replacement.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app for tracking your real-time SNAP and EBT Cash balance. You can also get cash back on eligible purchases at stores like Target, Walmart, Kroger, and Costco. To get started, link your EBT card. After you shop, scan your receipt with the app to receive cashback on SNAP-eligible items.

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