How Can I Keep My EBT Card Secure?

Phishing and spam attacks targeting EBT users are on the rise, with scammers using increasingly deceptive texts and calls. Recognizing these fraudulent methods is the first line of defense in protecting your food and cash benefits from theft.

How EBT Benefits Are Stolen

Thieves use several tactics. Card skimmers are devices hidden on store or ATM readers that copy your card data while cameras capture your PIN. Scammers also send fake texts with links to malicious sites that steal your login when you try to check Arizona EBT balance. Phishing calls similarly trick people into sharing their card number and PIN to drain their account.

What To Do If Your Benefits Are Stolen

If you suspect theft, act immediately to prevent further loss.

1. Call the FIS number on your card (1-888-997-9333) to report it.

2. Change your PIN through the ebtEDGE portal.

A state program replaced benefits stolen electronically between October 2022 and December 2024, but it has concluded. No reimbursements are available for thefts occurring after this period.

Other Common Issues with EBT Cards and How to Resolve Them

Beyond security threats, everyday glitches can disrupt access to your benefits. Here are three common EBT card problems and the steps you can take to resolve them quickly.

PIN And Security Lockouts

Entering the wrong PIN three times in a row will trigger an automatic security lockout. This can also happen if you simply forget your PIN after long periods without using the card.

To fix this, you can call FIS customer service at 1-888-997-9333 or use the ebtEDGE portal to change your PIN. After resetting it, it's a good idea to check Arizona EBT balance to confirm it works.

• If the automated system cannot verify your identity, you must visit a local Department of Economic Security (DES) office with a photo ID to reset the PIN in person.

• Once reset, store your new PIN in a secure location to avoid future lockouts.

Card Will Not Swipe Or Tap

A worn magnetic stripe or a damaged chip can prevent a point-of-sale terminal from reading your QUEST EBT card. This damage often results from daily friction inside a wallet or from heat exposure, like leaving it on a car dashboard.

Some older payment machines in Arizona may also not recognize the EMV chip and require a swipe, which can fail if the stripe is demagnetized. Once your new card is active, you can check EBT balance in Arizona to see your funds.

• Inspect the card for cracks or scratches. You can ask the retailer to attempt a manual entry, but this may not always be an option.

• Order a replacement card from FIS. The first replacement each calendar year is free.

• If you need a card immediately, visit a regional DES office with a photo ID to request an emergency replacement.

Benefits Not Deposited On Expected Date

You might find a zero balance on the day you expect your benefits. This is often because deposits are staggered throughout the month, from the 1st to the 13th, based on the first letter of your last name.

Delays can also occur if renewal paperwork was submitted late or due to banking holidays that push back processing times.

• Verify your specific issuance day schedule, which is based on your surname.

• Check your case status on Health-e-Arizona Plus. If it shows as “pending,” call the DES Customer Assistance line for an update.

• Before you shop, perform an EBT balance check in Arizona using an app like Benny or the FIS phone line to avoid a surprise decline.