How Can I Keep My EBT Card Secure?

Phishing and smishing attacks targeting Illinois EBT users are on the rise, using deceptive texts and calls to steal information. Understanding the methods thieves use is important for protecting your account and responding quickly if fraud occurs.

How EBT Benefits Are Stolen

Thieves use several methods to steal benefits. They install skimmers on point-of-sale devices to copy card data and PINs or use fraudulent texts and robocalls to trick you into revealing personal information. These scams often claim your account is locked to harvest your card number and PIN.

What To Do If Your Benefits Are Stolen

The federal program that replaced stolen SNAP benefits expired on December 20, 2024, and Illinois does not currently offer reimbursement. EBT Cash benefits were never covered. If you suspect fraud, you should still report it, change your PIN, and request a new card. Keeping records of the theft is recommended in case policies change.

Other Common Issues with EBT Cards and How to Resolve Them

Beyond security threats, everyday issues can disrupt access to your benefits. Knowing how to handle a damaged card, a forgotten PIN, or a transaction decline can save you time and frustration.

Card Will Not Swipe, Scan, or Insert

A worn magnetic stripe, a cracked card, or even food residue on the chip can prevent a point-of-sale terminal from reading your Illinois Link Card. This can happen from normal wear and tear over time.

• Wipe the magnetic stripe and chip with a soft cloth. You can also ask the cashier to manually key in your card number if their system allows it.

• If the card still fails, order a free replacement through the Link portal or by calling the Link Help Line at 800-678-LINK. You’ll need your card number or PIN, plus your SSN and date of birth.

• Your new card should arrive in the mail within a week. Keep your old card until the replacement comes to avoid any interruption in benefits.

“Insufficient Balance” Message at Checkout

This message often appears if your monthly benefits have not been deposited yet or if you try to shop before 6 a.m. on your deposit day. The timing of your deposit is based on your case number.

It can also happen if your purchase total exceeds your available SNAP or EBT Cash funds, or if you attempt to buy an item that is not eligible for SNAP.

• First, confirm your exact EBT balance. You can check it using the Benny mobile app, your last purchase receipt, or the automated phone line at 800-678-LINK.

• If funds are low, you can split the transaction and pay the difference with another method. Separate any non-eligible items from your SNAP purchase.

• Set a reminder for your monthly issuance date to be sure funds are available before you go to the store.

Forgotten or Locked PIN

For security, your card will automatically lock for 24 hours after several incorrect PIN entries, which is typically four attempts. This prevents unauthorized use if your card is lost or stolen.

• You can change your PIN by calling 800-678-LINK or logging into the Link portal. You will need to verify your identity with your card number, SSN, and date of birth before choosing a new four-digit PIN.

• If you cannot verify your identity over the phone or online, you can visit your local Family and Community Resource Center (FCRC) with identification for assistance.

• Once your new PIN is active, it’s a good idea to perform a balance inquiry at a store or ATM to confirm it works before making a purchase.