Common EBT-Related Issues and How to Resolve Them

While the Oregon Trail card is a dependable tool for most recipients, several common problems can arise. From a lost card to a forgotten PIN, these issues can be stressful, but they often have straightforward solutions. Below are five frequent EBT card problems and the steps to resolve them.

Lost or Stolen Card

Misplacing your EBT card or having it stolen requires immediate action to protect your benefits. The first step is to secure your account and then arrange for a replacement.

• Immediately call the 24-hour EBT customer service line at 888-997-4447 to report the card missing and freeze your account.

• Take note of any unauthorized purchases the agent mentions, including the date and time.

• To order a new card, call the replacement line at 855-328-6715 during business hours or visit an ODHS office.

• Confirm your mailing address. A new card should arrive within five business days.

• If your old card shows up, destroy it. Monitor your account until the new card is active.

Forgotten or Locked-Out PIN

Forgetting your PIN or getting locked out after too many incorrect attempts is a common frustration. You can reset your PIN quickly by following a few simple steps.

• Call the 24-hour customer service number to request a PIN reset.

• You will need to verify your identity with your card number, date of birth, and ZIP code.

• Choose a new four-digit PIN that is secure but memorable for you.

• Test the new PIN at a store or ATM. If it fails, you may need to visit an ODHS office for help.

• Keep your PIN secret and consider changing it periodically to guard against theft.

Card Declined or Physically Damaged

A declined transaction can be caused by several factors, including a damaged card or a network outage. Before requesting a replacement, try to troubleshoot the issue.

• Ask the cashier if the EBT network is down. If it is, you may just need to wait a few minutes.

• Inspect your card for a worn magnetic strip or cracks. Gently wipe the strip and try again.

• Try using the card at a different store to see if the problem is with the merchant's terminal.

• If the card is physically damaged, call 855-328-6715 or visit an ODHS office for a free replacement.

Suspicious Transactions or Electronic Theft

If you notice transactions you didn't make, it's important to act fast to prevent further loss of benefits. Electronic theft is a serious concern, and quick reporting is your best defense.

• Review your recent transaction history on the ebtEDGE portal or by calling customer service.

• Immediately use the ebtEDGE "Freeze Card" feature or call 888-997-4447 to block your card.

• During business hours, call 855-328-6715 to cancel the compromised card and order a new one.

• File a fraud report with ODHS. Note that federal funding to replace stolen benefits is limited.

• Once your new card arrives, consider activating blocks for out-of-state and online purchases for added security.

Unable to Confirm Balance or Missing Monthly Deposit

Not knowing your balance or finding that your monthly benefits haven't arrived can be unsettling. There are several ways to check your account status and investigate deposit issues.

• Check your balance on your last store receipt, use the ebtEDGE portal, or try a free app like Benny to track your SNAP and EBT Cash balance.

• If your benefits haven't loaded by the expected date on the EBT deposit schedule, contact your local ODHS office or the ONE customer service center at 800-699-9075.

• Keep a log of all communications, including dates, reference numbers, and screenshots, to help resolve recurring problems.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free application that helps you track your real-time SNAP and EBT Cash balance and get cash back on eligible purchases at stores like Target, Walmart, and others. To get started, link your EBT card to the app. After you make a purchase, 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.