New York EBT Customer Service: How to Get Help & Common Issues

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Handling your New York EBT benefits can be straightforward. This guide explains how to get in touch with EBT customer service for issues like a lost card, a forgotten PIN, or a questionable charge, and provides simple solutions to fix common problems efficiently.

How to Contact EBT Customer Service in New York

You can reach New York's EBT customer service through several different channels.

Phone: For card-specific issues like a lost card or forgotten PIN, call the 24/7 helpline at 1-888-328-6399. For other questions that require agency assistance, you can contact the main line of the Office of Temporary and Disability Assistance at 518-473-1090.
Email: For general inquiries, you can send a message to nyspio@otda.ny.gov. This email is for the New York State Office of Temporary and Disability Assistance, which oversees the EBT program. More details are on the OTDA contact page.
Mail: For official correspondence or to submit documents, you can write to the New York State Office of Temporary and Disability Assistance, 40 North Pearl Street, Albany, NY 12243.
In-Person: You can find your nearest county office by using the “Local Departments of Social Services” locator. For those in New York City, a list of borough SNAP Centers with addresses and hours is available online.

Multi-Lingual Support

New York provides live phone interpretation services in at least eight languages, including Spanish, Chinese, Russian, and Arabic. For a complete list of supported languages, you can review the Language Assistance Services information.

Track Your EBT Balance & Get Cash Back on SNAP

Download the app

Common EBT-Related Issues and How to Resolve Them

While EBT is a dependable system, recipients can sometimes face issues with their card or benefits. Most problems have straightforward solutions that can be handled by phone or online. Below are five common situations and the steps to resolve them.

Lost, Stolen, or Damaged Card

Misplacing your card or finding it compromised can be stressful, but taking immediate action can protect your benefits. The process to deactivate the old card and receive a new one is quick and designed to minimize disruption.

Immediately report the card lost or stolen by calling 1-888-328-6399 or logging into the ebtEDGE portal to deactivate it.
Request a free replacement card through the automated phone system or a customer service agent. It should arrive by mail within five to seven days.
If benefits were stolen, ask your local social services office for a benefit replacement form. Submit it quickly, as federal rules limit reimbursement amounts and frequency.
Use the “Freeze/Unfreeze Card” feature on the ebtEDGE app or website to block transactions until your new card arrives.
When the replacement card is delivered, select a new, secure PIN before making your first purchase.

Forgotten or Compromised PIN

Forgetting your PIN or suspecting someone else knows it requires an immediate change to secure your account. You can update your PIN anytime without needing to order a new card, as long as the card itself is not compromised.

Log in to the ebtEDGE website or call the customer service line at 1-888-328-6399 and select the “Change PIN” option.
Choose a four-digit number that is not a simple sequence like 1234 or a repeating number like 1111, as the system will reject them.
Always cover the keypad when entering your PIN and never write it on the card or its sleeve.
For maximum security, consider changing your PIN after every transaction to protect against data skimming.
If the card does not accept your new PIN, contact the helpline to check for a technical lock on your account.

Suspicious or Unauthorized Transactions

If you notice transactions you did not make, your benefits may have been stolen through electronic theft like skimming or phishing. Reporting the fraud right away is the first step toward recovering your funds.

Review your transaction history on the ebtEDGE portal or by calling the helpline and requesting your last ten transactions.
As soon as you confirm unauthorized activity, report the benefit theft. Your card will be disabled, and a replacement will be issued.
You must submit a benefit-replacement claim within the required timeframe. Reimbursement is limited to the stolen amount or two months of benefits, whichever is less.
Change your PIN and remind household members to ignore unsolicited texts or calls asking for card details. An EBT scam alert from OTDA confirms the agency never asks for your PIN.
Before swiping, inspect card readers for signs of tampering, such as loose parts or unusual colors.

Card Declined at Checkout

A declined transaction can happen for several reasons, from insufficient funds to a technical glitch with the store’s reader. A few quick checks can usually identify and solve the problem on the spot.

First, verify your account balance. You can do this through the state's ebtEDGE portal or by using a free app like Benny to track your SNAP and EBT Cash balance.
Make sure your card is not frozen. If you previously used the “Freeze Card” feature in the ebtEDGE app, you will need to unfreeze it.
Inspect the card for physical damage like cracks or a worn magnetic stripe. Gently clean the card and try again.
Ask the cashier if their EBT system is online. If it is down, you may need to try another checkout lane or a different store.
If the card continues to fail, call the helpline from the store for live troubleshooting or to request a replacement.

Cannot Find Balance or Transaction History

Knowing your current balance and reviewing your transaction history helps you budget and quickly spot unauthorized activity. New York provides several ways to access this information 24/7, both online and by phone.

For a quick update, dial 1-888-328-6399 and use the automated options to hear your account balance or last ten transactions.
Register your card on the ebtEDGE website or mobile app to view up to six months of transaction history and see your EBT balance.
If you require a paper statement, you can call the helpline and request a free two-month transaction history be mailed to you.
Check your balance before you shop to avoid a declined purchase and to monitor your account for potential fraud.
If you find an incorrect balance or a transaction error, file a claim through the helpline and your local social services office.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app that helps you track your SNAP and EBT Cash balance in real-time and get cash back on eligible purchases. After linking your card, just make a purchase at a participating store like Walmart or Target, then scan your receipt with Benny to receive cashback on SNAP-eligible items.

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

SHARE

Handling your New York EBT benefits can be straightforward. This guide explains how to get in touch with EBT customer service for issues like a lost card, a forgotten PIN, or a questionable charge, and provides simple solutions to fix common problems efficiently.

How to Contact EBT Customer Service in New York

You can reach New York's EBT customer service through several different channels.

Phone: For card-specific issues like a lost card or forgotten PIN, call the 24/7 helpline at 1-888-328-6399. For other questions that require agency assistance, you can contact the main line of the Office of Temporary and Disability Assistance at 518-473-1090.
Email: For general inquiries, you can send a message to nyspio@otda.ny.gov. This email is for the New York State Office of Temporary and Disability Assistance, which oversees the EBT program. More details are on the OTDA contact page.
Mail: For official correspondence or to submit documents, you can write to the New York State Office of Temporary and Disability Assistance, 40 North Pearl Street, Albany, NY 12243.
In-Person: You can find your nearest county office by using the “Local Departments of Social Services” locator. For those in New York City, a list of borough SNAP Centers with addresses and hours is available online.

Multi-Lingual Support

New York provides live phone interpretation services in at least eight languages, including Spanish, Chinese, Russian, and Arabic. For a complete list of supported languages, you can review the Language Assistance Services information.

Track Your EBT Balance & Get Cash Back on SNAP

Download the app

Common EBT-Related Issues and How to Resolve Them

While EBT is a dependable system, recipients can sometimes face issues with their card or benefits. Most problems have straightforward solutions that can be handled by phone or online. Below are five common situations and the steps to resolve them.

Lost, Stolen, or Damaged Card

Misplacing your card or finding it compromised can be stressful, but taking immediate action can protect your benefits. The process to deactivate the old card and receive a new one is quick and designed to minimize disruption.

Immediately report the card lost or stolen by calling 1-888-328-6399 or logging into the ebtEDGE portal to deactivate it.
Request a free replacement card through the automated phone system or a customer service agent. It should arrive by mail within five to seven days.
If benefits were stolen, ask your local social services office for a benefit replacement form. Submit it quickly, as federal rules limit reimbursement amounts and frequency.
Use the “Freeze/Unfreeze Card” feature on the ebtEDGE app or website to block transactions until your new card arrives.
When the replacement card is delivered, select a new, secure PIN before making your first purchase.

Forgotten or Compromised PIN

Forgetting your PIN or suspecting someone else knows it requires an immediate change to secure your account. You can update your PIN anytime without needing to order a new card, as long as the card itself is not compromised.

Log in to the ebtEDGE website or call the customer service line at 1-888-328-6399 and select the “Change PIN” option.
Choose a four-digit number that is not a simple sequence like 1234 or a repeating number like 1111, as the system will reject them.
Always cover the keypad when entering your PIN and never write it on the card or its sleeve.
For maximum security, consider changing your PIN after every transaction to protect against data skimming.
If the card does not accept your new PIN, contact the helpline to check for a technical lock on your account.

Suspicious or Unauthorized Transactions

If you notice transactions you did not make, your benefits may have been stolen through electronic theft like skimming or phishing. Reporting the fraud right away is the first step toward recovering your funds.

Review your transaction history on the ebtEDGE portal or by calling the helpline and requesting your last ten transactions.
As soon as you confirm unauthorized activity, report the benefit theft. Your card will be disabled, and a replacement will be issued.
You must submit a benefit-replacement claim within the required timeframe. Reimbursement is limited to the stolen amount or two months of benefits, whichever is less.
Change your PIN and remind household members to ignore unsolicited texts or calls asking for card details. An EBT scam alert from OTDA confirms the agency never asks for your PIN.
Before swiping, inspect card readers for signs of tampering, such as loose parts or unusual colors.

Card Declined at Checkout

A declined transaction can happen for several reasons, from insufficient funds to a technical glitch with the store’s reader. A few quick checks can usually identify and solve the problem on the spot.

First, verify your account balance. You can do this through the state's ebtEDGE portal or by using a free app like Benny to track your SNAP and EBT Cash balance.
Make sure your card is not frozen. If you previously used the “Freeze Card” feature in the ebtEDGE app, you will need to unfreeze it.
Inspect the card for physical damage like cracks or a worn magnetic stripe. Gently clean the card and try again.
Ask the cashier if their EBT system is online. If it is down, you may need to try another checkout lane or a different store.
If the card continues to fail, call the helpline from the store for live troubleshooting or to request a replacement.

Cannot Find Balance or Transaction History

Knowing your current balance and reviewing your transaction history helps you budget and quickly spot unauthorized activity. New York provides several ways to access this information 24/7, both online and by phone.

For a quick update, dial 1-888-328-6399 and use the automated options to hear your account balance or last ten transactions.
Register your card on the ebtEDGE website or mobile app to view up to six months of transaction history and see your EBT balance.
If you require a paper statement, you can call the helpline and request a free two-month transaction history be mailed to you.
Check your balance before you shop to avoid a declined purchase and to monitor your account for potential fraud.
If you find an incorrect balance or a transaction error, file a claim through the helpline and your local social services office.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app that helps you track your SNAP and EBT Cash balance in real-time and get cash back on eligible purchases. After linking your card, just make a purchase at a participating store like Walmart or Target, then scan your receipt with Benny to receive cashback on SNAP-eligible items.

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

SHARE

Handling your New York EBT benefits can be straightforward. This guide explains how to get in touch with EBT customer service for issues like a lost card, a forgotten PIN, or a questionable charge, and provides simple solutions to fix common problems efficiently.

How to Contact EBT Customer Service in New York

You can reach New York's EBT customer service through several different channels.

Phone: For card-specific issues like a lost card or forgotten PIN, call the 24/7 helpline at 1-888-328-6399. For other questions that require agency assistance, you can contact the main line of the Office of Temporary and Disability Assistance at 518-473-1090.
Email: For general inquiries, you can send a message to nyspio@otda.ny.gov. This email is for the New York State Office of Temporary and Disability Assistance, which oversees the EBT program. More details are on the OTDA contact page.
Mail: For official correspondence or to submit documents, you can write to the New York State Office of Temporary and Disability Assistance, 40 North Pearl Street, Albany, NY 12243.
In-Person: You can find your nearest county office by using the “Local Departments of Social Services” locator. For those in New York City, a list of borough SNAP Centers with addresses and hours is available online.

Multi-Lingual Support

New York provides live phone interpretation services in at least eight languages, including Spanish, Chinese, Russian, and Arabic. For a complete list of supported languages, you can review the Language Assistance Services information.

Track Your EBT Balance & Get Cash Back on SNAP

Download the app

Common EBT-Related Issues and How to Resolve Them

While EBT is a dependable system, recipients can sometimes face issues with their card or benefits. Most problems have straightforward solutions that can be handled by phone or online. Below are five common situations and the steps to resolve them.

Lost, Stolen, or Damaged Card

Misplacing your card or finding it compromised can be stressful, but taking immediate action can protect your benefits. The process to deactivate the old card and receive a new one is quick and designed to minimize disruption.

Immediately report the card lost or stolen by calling 1-888-328-6399 or logging into the ebtEDGE portal to deactivate it.
Request a free replacement card through the automated phone system or a customer service agent. It should arrive by mail within five to seven days.
If benefits were stolen, ask your local social services office for a benefit replacement form. Submit it quickly, as federal rules limit reimbursement amounts and frequency.
Use the “Freeze/Unfreeze Card” feature on the ebtEDGE app or website to block transactions until your new card arrives.
When the replacement card is delivered, select a new, secure PIN before making your first purchase.

Forgotten or Compromised PIN

Forgetting your PIN or suspecting someone else knows it requires an immediate change to secure your account. You can update your PIN anytime without needing to order a new card, as long as the card itself is not compromised.

Log in to the ebtEDGE website or call the customer service line at 1-888-328-6399 and select the “Change PIN” option.
Choose a four-digit number that is not a simple sequence like 1234 or a repeating number like 1111, as the system will reject them.
Always cover the keypad when entering your PIN and never write it on the card or its sleeve.
For maximum security, consider changing your PIN after every transaction to protect against data skimming.
If the card does not accept your new PIN, contact the helpline to check for a technical lock on your account.

Suspicious or Unauthorized Transactions

If you notice transactions you did not make, your benefits may have been stolen through electronic theft like skimming or phishing. Reporting the fraud right away is the first step toward recovering your funds.

Review your transaction history on the ebtEDGE portal or by calling the helpline and requesting your last ten transactions.
As soon as you confirm unauthorized activity, report the benefit theft. Your card will be disabled, and a replacement will be issued.
You must submit a benefit-replacement claim within the required timeframe. Reimbursement is limited to the stolen amount or two months of benefits, whichever is less.
Change your PIN and remind household members to ignore unsolicited texts or calls asking for card details. An EBT scam alert from OTDA confirms the agency never asks for your PIN.
Before swiping, inspect card readers for signs of tampering, such as loose parts or unusual colors.

Card Declined at Checkout

A declined transaction can happen for several reasons, from insufficient funds to a technical glitch with the store’s reader. A few quick checks can usually identify and solve the problem on the spot.

First, verify your account balance. You can do this through the state's ebtEDGE portal or by using a free app like Benny to track your SNAP and EBT Cash balance.
Make sure your card is not frozen. If you previously used the “Freeze Card” feature in the ebtEDGE app, you will need to unfreeze it.
Inspect the card for physical damage like cracks or a worn magnetic stripe. Gently clean the card and try again.
Ask the cashier if their EBT system is online. If it is down, you may need to try another checkout lane or a different store.
If the card continues to fail, call the helpline from the store for live troubleshooting or to request a replacement.

Cannot Find Balance or Transaction History

Knowing your current balance and reviewing your transaction history helps you budget and quickly spot unauthorized activity. New York provides several ways to access this information 24/7, both online and by phone.

For a quick update, dial 1-888-328-6399 and use the automated options to hear your account balance or last ten transactions.
Register your card on the ebtEDGE website or mobile app to view up to six months of transaction history and see your EBT balance.
If you require a paper statement, you can call the helpline and request a free two-month transaction history be mailed to you.
Check your balance before you shop to avoid a declined purchase and to monitor your account for potential fraud.
If you find an incorrect balance or a transaction error, file a claim through the helpline and your local social services office.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app that helps you track your SNAP and EBT Cash balance in real-time and get cash back on eligible purchases. After linking your card, just make a purchase at a participating store like Walmart or Target, then scan your receipt with Benny to receive cashback on SNAP-eligible items.

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

SHARE

Handling your New York EBT benefits can be straightforward. This guide explains how to get in touch with EBT customer service for issues like a lost card, a forgotten PIN, or a questionable charge, and provides simple solutions to fix common problems efficiently.

How to Contact EBT Customer Service in New York

You can reach New York's EBT customer service through several different channels.

Phone: For card-specific issues like a lost card or forgotten PIN, call the 24/7 helpline at 1-888-328-6399. For other questions that require agency assistance, you can contact the main line of the Office of Temporary and Disability Assistance at 518-473-1090.
Email: For general inquiries, you can send a message to nyspio@otda.ny.gov. This email is for the New York State Office of Temporary and Disability Assistance, which oversees the EBT program. More details are on the OTDA contact page.
Mail: For official correspondence or to submit documents, you can write to the New York State Office of Temporary and Disability Assistance, 40 North Pearl Street, Albany, NY 12243.
In-Person: You can find your nearest county office by using the “Local Departments of Social Services” locator. For those in New York City, a list of borough SNAP Centers with addresses and hours is available online.

Multi-Lingual Support

New York provides live phone interpretation services in at least eight languages, including Spanish, Chinese, Russian, and Arabic. For a complete list of supported languages, you can review the Language Assistance Services information.

Track Your EBT Balance & Get Cash Back on SNAP

Download the app

Common EBT-Related Issues and How to Resolve Them

While EBT is a dependable system, recipients can sometimes face issues with their card or benefits. Most problems have straightforward solutions that can be handled by phone or online. Below are five common situations and the steps to resolve them.

Lost, Stolen, or Damaged Card

Misplacing your card or finding it compromised can be stressful, but taking immediate action can protect your benefits. The process to deactivate the old card and receive a new one is quick and designed to minimize disruption.

Immediately report the card lost or stolen by calling 1-888-328-6399 or logging into the ebtEDGE portal to deactivate it.
Request a free replacement card through the automated phone system or a customer service agent. It should arrive by mail within five to seven days.
If benefits were stolen, ask your local social services office for a benefit replacement form. Submit it quickly, as federal rules limit reimbursement amounts and frequency.
Use the “Freeze/Unfreeze Card” feature on the ebtEDGE app or website to block transactions until your new card arrives.
When the replacement card is delivered, select a new, secure PIN before making your first purchase.

Forgotten or Compromised PIN

Forgetting your PIN or suspecting someone else knows it requires an immediate change to secure your account. You can update your PIN anytime without needing to order a new card, as long as the card itself is not compromised.

Log in to the ebtEDGE website or call the customer service line at 1-888-328-6399 and select the “Change PIN” option.
Choose a four-digit number that is not a simple sequence like 1234 or a repeating number like 1111, as the system will reject them.
Always cover the keypad when entering your PIN and never write it on the card or its sleeve.
For maximum security, consider changing your PIN after every transaction to protect against data skimming.
If the card does not accept your new PIN, contact the helpline to check for a technical lock on your account.

Suspicious or Unauthorized Transactions

If you notice transactions you did not make, your benefits may have been stolen through electronic theft like skimming or phishing. Reporting the fraud right away is the first step toward recovering your funds.

Review your transaction history on the ebtEDGE portal or by calling the helpline and requesting your last ten transactions.
As soon as you confirm unauthorized activity, report the benefit theft. Your card will be disabled, and a replacement will be issued.
You must submit a benefit-replacement claim within the required timeframe. Reimbursement is limited to the stolen amount or two months of benefits, whichever is less.
Change your PIN and remind household members to ignore unsolicited texts or calls asking for card details. An EBT scam alert from OTDA confirms the agency never asks for your PIN.
Before swiping, inspect card readers for signs of tampering, such as loose parts or unusual colors.

Card Declined at Checkout

A declined transaction can happen for several reasons, from insufficient funds to a technical glitch with the store’s reader. A few quick checks can usually identify and solve the problem on the spot.

First, verify your account balance. You can do this through the state's ebtEDGE portal or by using a free app like Benny to track your SNAP and EBT Cash balance.
Make sure your card is not frozen. If you previously used the “Freeze Card” feature in the ebtEDGE app, you will need to unfreeze it.
Inspect the card for physical damage like cracks or a worn magnetic stripe. Gently clean the card and try again.
Ask the cashier if their EBT system is online. If it is down, you may need to try another checkout lane or a different store.
If the card continues to fail, call the helpline from the store for live troubleshooting or to request a replacement.

Cannot Find Balance or Transaction History

Knowing your current balance and reviewing your transaction history helps you budget and quickly spot unauthorized activity. New York provides several ways to access this information 24/7, both online and by phone.

For a quick update, dial 1-888-328-6399 and use the automated options to hear your account balance or last ten transactions.
Register your card on the ebtEDGE website or mobile app to view up to six months of transaction history and see your EBT balance.
If you require a paper statement, you can call the helpline and request a free two-month transaction history be mailed to you.
Check your balance before you shop to avoid a declined purchase and to monitor your account for potential fraud.
If you find an incorrect balance or a transaction error, file a claim through the helpline and your local social services office.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app that helps you track your SNAP and EBT Cash balance in real-time and get cash back on eligible purchases. After linking your card, just make a purchase at a participating store like Walmart or Target, then scan your receipt with Benny to receive cashback on SNAP-eligible items.

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

SHARE

Handling your New York EBT benefits can be straightforward. This guide explains how to get in touch with EBT customer service for issues like a lost card, a forgotten PIN, or a questionable charge, and provides simple solutions to fix common problems efficiently.

How to Contact EBT Customer Service in New York

You can reach New York's EBT customer service through several different channels.

Phone: For card-specific issues like a lost card or forgotten PIN, call the 24/7 helpline at 1-888-328-6399. For other questions that require agency assistance, you can contact the main line of the Office of Temporary and Disability Assistance at 518-473-1090.
Email: For general inquiries, you can send a message to nyspio@otda.ny.gov. This email is for the New York State Office of Temporary and Disability Assistance, which oversees the EBT program. More details are on the OTDA contact page.
Mail: For official correspondence or to submit documents, you can write to the New York State Office of Temporary and Disability Assistance, 40 North Pearl Street, Albany, NY 12243.
In-Person: You can find your nearest county office by using the “Local Departments of Social Services” locator. For those in New York City, a list of borough SNAP Centers with addresses and hours is available online.

Multi-Lingual Support

New York provides live phone interpretation services in at least eight languages, including Spanish, Chinese, Russian, and Arabic. For a complete list of supported languages, you can review the Language Assistance Services information.

Track Your EBT Balance & Get Cash Back on SNAP

Download the app

Common EBT-Related Issues and How to Resolve Them

While EBT is a dependable system, recipients can sometimes face issues with their card or benefits. Most problems have straightforward solutions that can be handled by phone or online. Below are five common situations and the steps to resolve them.

Lost, Stolen, or Damaged Card

Misplacing your card or finding it compromised can be stressful, but taking immediate action can protect your benefits. The process to deactivate the old card and receive a new one is quick and designed to minimize disruption.

Immediately report the card lost or stolen by calling 1-888-328-6399 or logging into the ebtEDGE portal to deactivate it.
Request a free replacement card through the automated phone system or a customer service agent. It should arrive by mail within five to seven days.
If benefits were stolen, ask your local social services office for a benefit replacement form. Submit it quickly, as federal rules limit reimbursement amounts and frequency.
Use the “Freeze/Unfreeze Card” feature on the ebtEDGE app or website to block transactions until your new card arrives.
When the replacement card is delivered, select a new, secure PIN before making your first purchase.

Forgotten or Compromised PIN

Forgetting your PIN or suspecting someone else knows it requires an immediate change to secure your account. You can update your PIN anytime without needing to order a new card, as long as the card itself is not compromised.

Log in to the ebtEDGE website or call the customer service line at 1-888-328-6399 and select the “Change PIN” option.
Choose a four-digit number that is not a simple sequence like 1234 or a repeating number like 1111, as the system will reject them.
Always cover the keypad when entering your PIN and never write it on the card or its sleeve.
For maximum security, consider changing your PIN after every transaction to protect against data skimming.
If the card does not accept your new PIN, contact the helpline to check for a technical lock on your account.

Suspicious or Unauthorized Transactions

If you notice transactions you did not make, your benefits may have been stolen through electronic theft like skimming or phishing. Reporting the fraud right away is the first step toward recovering your funds.

Review your transaction history on the ebtEDGE portal or by calling the helpline and requesting your last ten transactions.
As soon as you confirm unauthorized activity, report the benefit theft. Your card will be disabled, and a replacement will be issued.
You must submit a benefit-replacement claim within the required timeframe. Reimbursement is limited to the stolen amount or two months of benefits, whichever is less.
Change your PIN and remind household members to ignore unsolicited texts or calls asking for card details. An EBT scam alert from OTDA confirms the agency never asks for your PIN.
Before swiping, inspect card readers for signs of tampering, such as loose parts or unusual colors.

Card Declined at Checkout

A declined transaction can happen for several reasons, from insufficient funds to a technical glitch with the store’s reader. A few quick checks can usually identify and solve the problem on the spot.

First, verify your account balance. You can do this through the state's ebtEDGE portal or by using a free app like Benny to track your SNAP and EBT Cash balance.
Make sure your card is not frozen. If you previously used the “Freeze Card” feature in the ebtEDGE app, you will need to unfreeze it.
Inspect the card for physical damage like cracks or a worn magnetic stripe. Gently clean the card and try again.
Ask the cashier if their EBT system is online. If it is down, you may need to try another checkout lane or a different store.
If the card continues to fail, call the helpline from the store for live troubleshooting or to request a replacement.

Cannot Find Balance or Transaction History

Knowing your current balance and reviewing your transaction history helps you budget and quickly spot unauthorized activity. New York provides several ways to access this information 24/7, both online and by phone.

For a quick update, dial 1-888-328-6399 and use the automated options to hear your account balance or last ten transactions.
Register your card on the ebtEDGE website or mobile app to view up to six months of transaction history and see your EBT balance.
If you require a paper statement, you can call the helpline and request a free two-month transaction history be mailed to you.
Check your balance before you shop to avoid a declined purchase and to monitor your account for potential fraud.
If you find an incorrect balance or a transaction error, file a claim through the helpline and your local social services office.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app that helps you track your SNAP and EBT Cash balance in real-time and get cash back on eligible purchases. After linking your card, just make a purchase at a participating store like Walmart or Target, then scan your receipt with Benny to receive cashback on SNAP-eligible items.

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