Common EBT-Related Issues and How to Resolve Them

Navigating the EBT system can sometimes present challenges. Common problems range from a lost card to a forgotten PIN or a transaction error. Knowing the right steps to take can help you resolve these situations quickly and secure your benefits.

Lost Or Stolen Lone Star Card

Discovering your Lone Star Card is missing can be stressful, but taking immediate action is simple. The primary goal is to freeze the card to prevent unauthorized use, a key step in fraud prevention.

• Immediately call the Lone Star Card Help Desk at 800-777-7328. The line is available 24/7.

• Follow the automated prompts to speak with a representative and report your card as lost or stolen to freeze it.

• Verify your identity to request a replacement card. It should arrive by mail in about seven days with your balance and PIN automatically transferred.

• After the call, you can use the Your Texas Benefits app to confirm the card is frozen and track the new card’s shipment.

• Once the new card arrives, activate it and choose a new PIN before making any purchases.

Card Damaged Or Will Not Swipe/Read

If your card is physically damaged or fails to swipe at a terminal, first determine if the card is the problem. A faulty card reader could be the culprit, so a quick test can save you time.

• Try using your card at a different checkout lane or another store’s terminal to confirm the issue is with the card itself.

• If the card still doesn’t work, use the “Freeze Card” feature in the Your Texas Benefits app to avoid incomplete transactions.

• Contact the Help Desk at 800-777-7328 and select the option for a card that “doesn’t work” to request a replacement.

• Confirm your mailing address is correct. If it needs to be updated, you will be directed to call 2-1-1 to change it before the new card is sent.

• When the replacement arrives, test it and check the receipt to verify your balance transferred correctly.

Forgotten PIN Or PIN Locked

Forgetting your PIN or having it locked after too many incorrect attempts is a common issue. You can reset it quickly over the phone without needing to order a new card.

• Dial 800-777-7328 and choose the menu option to change or reset your PIN.

• After providing your identifying information, create a new four-digit PIN. Avoid using birthdays or simple, repeating numbers.

• Write down your new PIN and keep it in a secure location separate from your EBT card. Never share it with anyone.

• For added security, consider changing your PIN monthly through the phone line or the Your Texas Benefits app.

• Test the new PIN at a store or ATM. If it fails, contact customer service immediately to rule out other issues.

Suspicious Transactions Or Possible Fraud

If you notice unauthorized charges on your account, you may be a victim of fraud, such as card skimming. Acting fast is important to protect your remaining benefits and report the crime.

• Review your recent purchase history in the app or by calling 800-777-7328 to hear your last ten transactions.

• If you find charges you didn’t make, immediately freeze your card through the app or call customer service to cancel it.

• Change your PIN right away, even if the card has already been canceled.

• Report the fraud to the HHSC Office of Inspector General at 800-436-6184 and file a local police report to document the theft.

• Keep all receipts and reference numbers. You may be eligible for replacement benefits if HHSC confirms the fraud occurred.

Missing Deposit Or Incorrect Balance

Sometimes your monthly benefits may not appear on schedule, or your balance might seem incorrect. Before reporting an error, it is a good idea to double-check the information yourself.

• First, confirm the amount is wrong by checking your balance multiple ways, such as your last store receipt or a free app like Benny.

• Compare the current date to your expected EBT deposit schedule. Benefits are issued from the 1st to the 28th of the month, based on your EDG number.

• If your benefits should have arrived, call the Help Desk to “report an error.” You must call within 90 days of the error date.

• Provide the agent with the exact amount you believe is missing and any supporting receipt or case numbers.

• You will receive a written decision from HHSC. If your claim is approved, the corrected amount will be deposited automatically.

Manage Your EBT Benefits and Get Cashback with Benny

The free Benny app helps you track your EBT balance in real-time and get cash back on eligible purchases from stores like Target, Walmart, Kroger, and Costco. To begin, link your EBT card in the app. Once you make a purchase, just scan your receipt with Benny to receive cashback on your SNAP-eligible items.

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