Common EBT-Related Issues and How to Resolve Them

While the EBT system is generally reliable, you might occasionally run into issues. Common problems range from a lost card or forgotten PIN to transaction declines and concerns about your benefit balance. Knowing how to address these situations can help you resolve them quickly.

Lost, Stolen, or Damaged EBT Card

If your card is missing or physically damaged, you must report it immediately to protect your benefits and request a new one. Taking swift action is the best way to secure your account against unauthorized use.

• Call the Virginia EBT Client Customer Service Helpdesk at 1-866-281-2448.

• When prompted, press 2 to report a card that is lost, stolen, or damaged.

• Verify your identity by providing your name, address, Social Security number, and date of birth.

• Ask the representative to deactivate the old card and mail a replacement, which should arrive in 7-10 business days. If your address has changed, update it with your local DSS office first.

• Once the new card arrives, call the same number to activate it and set a new PIN.

Forgotten or Locked PIN

Forgetting your PIN or having it locked after too many incorrect attempts is a common issue that can be resolved over the phone. You can reset it yourself through the automated system without needing to speak to a representative.

• Dial 1-866-281-2448 and choose the menu option to change your PIN.

• Verify your identity by entering personal details, such as the last four digits of your SSN and your date of birth.

• Select a new four-digit PIN that is not easy to guess, avoiding sequences or repeated numbers.

• Re-enter the new PIN to confirm it, then end the call.

• Test the new PIN with a small purchase or balance inquiry to confirm the reset was successful.

Card Declined or Not Working at Checkout

A declined transaction can be frustrating, but it is often due to a simple reason that can be quickly identified. Before calling for help, check a few common causes right at the store.

• First, confirm you have a sufficient EBT balance. You can check your last receipt or use a free app like Benny to track your SNAP and EBT Cash balance.

• Make sure every item being purchased is SNAP-eligible, as ineligible items will cause a decline.

• Re-enter your PIN carefully. After several wrong attempts, the card will lock.

• Ask the cashier to try a different register, as the store’s point-of-sale system may have a temporary glitch.

• If problems continue, call customer service from the store to check your card's status.

Missing, Delayed, or Incorrect Benefit Balance

If your benefits have not appeared as expected or the amount seems wrong, there are a few steps to take to investigate the discrepancy. Start by checking the official deposit information and reviewing your account activity.

• Call 1-866-281-2448 to hear the exact date and amount of your most recent deposit.

• Compare that date with Virginia’s benefit issuance schedule. Deposits that fall on weekends or holidays post the next business day.

• Review recent transactions by phone or on your receipts to rule out unauthorized withdrawals.

• If benefits were never issued, contact your local DSS to confirm all your recertification documents were processed.

• Ask the EBT representative to open a service ticket for any technical errors and follow up until the funds appear.

Suspected Fraud, Skimming, or Phishing Scams

Protecting your EBT benefits from theft is critical. If you suspect fraudulent activity, you must act quickly to minimize your losses and report the incident to the proper authorities.

• Immediately call 1-866-281-2448 to change your PIN and request that your card be deactivated and replaced.

• Contact your local DSS to document the theft and file a police report.

• Keep copies of receipts or transaction logs showing the unauthorized charges.

• Monitor your account daily. Some Virginia localities offer a mobile feature to lock and unlock the card between purchases.

• Delete any texts or calls claiming to be from "VA EBT" that ask for your card number or PIN. The helpdesk never makes unsolicited calls about EBT scams.

Manage Your EBT Benefits and Get Cashback with Benny

With the free Benny app, you can track your SNAP and EBT Cash balance in real-time and earn cash back on eligible purchases at participating 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 qualifying items.

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