Common EBT-Related Issues and How to Resolve Them

Using your EBT card is usually straightforward, but problems can arise. Common issues include a lost card, a forgotten PIN, delayed benefits, declined transactions, or suspected fraud. Knowing the right steps to take can resolve these situations quickly.

Lost Or Stolen Card

If your Mountain State EBT card is lost or stolen, acting fast is important to protect your remaining benefits. You must report it immediately to have the card blocked and a new one issued.

• Call the 24-hour line at 1-866-545-6502 or 877-716-1212 if you cannot read the card. Stay on the line until an agent confirms the card is blocked.

• Verify your identity with your card number, the last four digits of your SSN, and your date of birth so the agent can freeze the old card.

• Request a replacement card. It usually takes 7-10 business days to arrive.

• When the new card arrives, activate it through the automated system and choose a new PIN.

• If benefits were used before you reported the theft, ask if you can file a stolen-benefit claim for eligible transactions.

Forgotten PIN

Forgetting your PIN or getting locked out after too many incorrect attempts is a common frustration. Fortunately, you can reset it yourself without needing to visit a local office.

• Dial 1-866-545-6502 and choose the menu option for PIN services.

• Select a new 4-digit PIN that does not repeat numbers or use personal information like your birthday.

• Test the new PIN at an ATM or store. If it is still rejected, call back and ask an agent to unlock the card.

• You can also log in to the ebtEDGE Cardholder Portal or mobile app to change your PIN online.

• Consider updating your PIN at the start of each month to reduce the risk of fraud.

Benefits Not Deposited

If your deposit date passes and your balance is still zero, a few quick checks can often identify the cause. Delays are frequently due to holidays, weekends, or missing paperwork.

• Compare today’s date with the West Virginia issuance schedule. Weekends or federal holidays can push deposits to the next business day.

• Call the automated line or check a Quest-marked ATM to confirm the balance hasn’t posted. You can also use a free app like Benny to track your SNAP and EBT Cash balance.

• Make sure you submitted every document for your most recent eligibility review. Missing paperwork is a top cause of delayed benefits.

• Verify that your address and phone number are current so notices reach you.

• If 24 hours have passed beyond the adjusted schedule, call customer service, provide your case number, and ask for a “balance trace.”

Card Declined At Checkout

It can be confusing when your card is declined even though you believe you have funds. This can happen for several reasons, from a simple PIN error to a system-wide outage.

• Immediately check your balance again by phone or an app. If it shows $0.00, stop and investigate before retrying the purchase.

• Re-enter the PIN carefully. Three wrong attempts will lock the card until midnight.

• Look at the expiration date on the front. Cards that are even one day past the date will decline and must be replaced.

• Ask the cashier to try a different terminal or run the transaction as debit with cash-back set to $0.

• If other EBT shoppers are having the same problem, it may be a host-system outage. Wait a few hours, then retry.

Suspected Fraud Or Skimming

Unauthorized transactions or a sudden drop in your balance could be signs of card skimming or cloning. Taking immediate action is the best way to limit the damage and protect your benefits.

• Pull your last 10 transactions by phone or on ebtEDGE to confirm which ones are yours.

• Change your PIN immediately, either online or by calling the automated system.

• Report the fraud to the Office of EBT at 304-558-4126 or the main helpline at 1-866-545-6502. Request a new card and file a dispute form.

• Log into the ebtEDGE app or portal and enable the “Block Out-of-State Transactions” setting for added security.

• Get in the habit of inspecting card readers, updating your PIN monthly, and reviewing your balance after you shop.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app that helps you track your EBT balance for both SNAP and Cash benefits in real-time. You can also get cash back on eligible purchases at stores like Walmart, Kroger, and Costco. To get started, link your EBT card to the app, and after you shop, scan your receipt to receive cashback on qualifying items.

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