Common EBT-Related Issues and How to Resolve Them

Navigating the EBT system is usually straightforward, but issues can sometimes arise. From a lost card to a forgotten PIN, knowing the right steps to take can resolve problems quickly and with minimal stress. Below are five common situations and how to handle them.

Lost or Stolen Card or Unauthorized Transactions

If your card is missing or you notice purchases you didn't make, you must act immediately to protect your remaining benefits. Taking quick action can prevent further loss and start the process of getting a new card.

• Call the 24/7 EBT Customer Service line at 1-888-997-9777 to report the issue and deactivate the card.

• Follow the prompts to request a free replacement card and verify your current mailing address.

• If benefits were stolen, ask how to file a claim. You must submit the required signed statement or BFA Form 473 within 10 days.

• When the new card arrives, create a new PIN before using it.

• Continue to monitor your balance. You can check it on the ebtEDGE website or by using a free app like Benny.

Forgotten, Locked, or Compromised PIN

Forgetting your PIN or entering it incorrectly too many times can lock you out of your account. Fortunately, resetting it is a simple process that restores access to your benefits quickly and securely.

• Call the EBT customer service number and choose the option to change or unlock your PIN.

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

• Select a new four-digit PIN that is hard for others to guess.

• Write down your new PIN in a secure place that only you can access.

• Test the new PIN with a small purchase or at an ATM to confirm it is active.

Card Declined or Not Working at Checkout

A declined card can be caused by several factors, from insufficient funds to a damaged card or a faulty terminal. Troubleshooting the cause can help you get back to your shopping.

• First, perform a balance inquiry to rule out insufficient funds. You can do this at an ATM, through your last receipt, or with an app that tracks your SNAP and EBT Cash balance.

• If your card is cracked or the chip is damaged, call customer service to request a replacement.

• Ask the cashier to try the transaction on a different terminal, as individual machines can sometimes go offline.

• Save your receipts and use another payment method until your EBT card is working correctly.

Benefits Not Loaded or Delayed Deposit

If your benefits don't appear as expected, it could be due to a holiday, a weekend, or an issue with your case file. Checking your deposit schedule and case status is the first step.

• Confirm your scheduled deposit date, as payments can be delayed if the date falls on a weekend or holiday.

• Call the balance hotline to check for recent deposits and compare them with the amount you were expecting.

• If no benefits have been posted, your case may be awaiting recertification or required documentation.

• Submit any missing paperwork to your district office or upload it through the NH Easy portal and confirm it was received.

• Check your balance again in 24 hours. If the benefits are still missing, escalate the issue to a supervisor.

Suspected Scams, Skimming, or Other Fraud

Fraudsters use fake texts, calls, and card skimming devices to steal EBT benefits. Being vigilant and knowing how to respond to suspected fraud is important for keeping your account secure.

• If you get a suspicious message or see unfamiliar withdrawals, change your PIN and request a new card immediately.

• File an electronic stolen-benefits statement with the Bureau of Family Assistance within 30 days to seek replacement funds.

• Make a police report and keep the case number for your claim file.

• Always inspect card readers for loose parts and shield the keypad when you enter your PIN.

• Monitor your account daily through ebtedge.com or the balance line until you are sure it is secure.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app designed to help you manage your EBT funds. It lets you check your SNAP and EBT Cash balance in real-time and earn cash back on qualifying items at participating retailers like Walmart, Target, and Costco. Simply link your EBT card, shop, and scan your receipt to get money back.

Download Benny to stretch your budget and make the most of your benefits.