Common EBT-Related Issues and How to Resolve Them

Dealing with your EBT card can sometimes lead to unexpected problems. From a lost card to a mysterious transaction, these issues can be stressful, but most have straightforward solutions. Knowing the right steps can help you resolve problems quickly and restore access to your benefits.

Lost Or Stolen EBT Card

If your card is missing, acting fast is the best way to protect your benefits. You should immediately report the card as lost or stolen to prevent anyone else from using it. A replacement card is typically mailed and arrives within a week or two.

• Call Tennessee EBT Customer Service at 1-888-997-9444 to report the card missing.

• Verify your identity with your card number, the last four digits of your SSN, date of birth, and ZIP code.

• Ask the agent to deactivate the old card and request a replacement, confirming your mailing address.

• Once the new card arrives, activate it and set a new PIN before use.

Forgotten, Locked, Or Compromised PIN

Forgetting your PIN or entering it incorrectly too many times can lock your account temporarily. Resetting your PIN is a simple process that can be done over the phone, and an agent can help unlock your card if needed.

• Call customer service and choose the option to reset your PIN.

• Provide your identity details as they appear on your case file.

• Enter a new four-digit PIN twice to confirm it.

• If your card is locked, ask the agent to unlock it.

• Test the new PIN at a store or ATM to make sure it works.

Suspicious Or Unauthorized Transactions

Unauthorized charges can happen due to card skimming fraud. If you notice transactions you didn't make, you must report them to have your benefits replaced. Keeping a record of the fraudulent activity is an important part of the process.

• Review your transaction history on the EBT portal or a receipt.

• Call customer service to freeze the card and dispute the charges.

• Report the fraud to the TDHS Office of Inspector General at 1-800-241-2629.

• File a police report to create an official record of the theft.

• Submit a benefit replacement form through the One DHS portal or at a local office.

Card Declined Or Not Working At Checkout/ATM

A declined card doesn't always mean you're out of funds. The issue could be with the store's card reader, an incorrect PIN, or physical damage to your card. Checking your balance first can help you figure out the next steps.

• Try swiping the card again or moving to a different checkout lane.

• Double-check that you are entering the correct PIN.

• Confirm you have enough funds by checking your last receipt or a free balance-checking app like Benny. You can find a full guide on how to check your balance.

• Inspect your card for damage like cracks or a worn magnetic stripe. If it's damaged, request a replacement.

Missing, Delayed, Or Incorrect Benefit Balance

If your benefits haven't appeared as expected, it could be due to a weekend or holiday delaying the deposit. You can check the official EBT deposit schedule to confirm dates. If the date has passed, the issue might be related to your case status.

• Check your balance by phone or online to confirm the amount.

• Review recent case notices to ensure all your paperwork was processed.

• Call customer service to request an account review if the balance is still wrong or missing.

• Get a service ticket number for your call and follow up if the issue isn't resolved.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app that helps you track your EBT balance in real-time and get cash back on eligible purchases at stores like Target, Walmart, and Kroger. To get started, link your EBT card to the app. After you shop, scan your receipt with Benny to receive cashback on SNAP-eligible items.

Download Benny to help manage your spending and get more from your EBT benefits.