How Can I Keep My EBT Card Secure?

With phishing and spam attacks on the rise in West Virginia, it's important to recognize the various forms these scams can take. Understanding the methods thieves use allows you to spot threats and take the necessary steps to protect your benefits on time.

How EBT Benefits Are Stolen

Benefit theft often happens through skimming or phishing. Skimmers are devices placed over card readers to steal card data, often paired with a hidden camera to capture your PIN. Phishing involves fake texts and calls that trick you into giving away your card number and PIN on fraudulent websites or over the phone.

What To Do If Your Benefits Are Stolen

If you suspect fraud, act immediately:

1. Change your PIN.

2. Freeze or replace your card.

3. File a fraud report the same day.

SNAP benefit replacement is limited to thefts that occurred between October 1, 2022, and December 20, 2024. The program funding this ended on December 21, 2024, as West Virginia no longer has authority for new reimbursements. EBT Cash benefits were never eligible for theft replacement.

Other Common Issues with EBT Cards and How to Resolve Them

Beyond security threats, everyday issues can disrupt access to your benefits. Here’s a look at some common problems Mountain State cardholders face and the straightforward steps to resolve them quickly.

Card Will Not Swipe, Tap, or Insert

If your card fails at every checkout lane or ATM, the magnetic strip or chip is likely the culprit. Over time, these can get worn, scratched, or demagnetized from contact with phones or magnets.

In some cases, a cashier may be able to perform a manual card-number entry, but this isn't always an option.

• Call the customer service line on the back of your card (1-866-545-6502) to request a free replacement. Your PIN will remain the same.

• If you need a card sooner, ask the agent to mark it for “expedited pick-up” at your local Department of Human Services office. You will need to bring a photo ID.

• Keep your new card in a protective sleeve and away from magnets to prevent future damage.

Forgotten or Locked PIN

It’s easy to forget your PIN, especially if you don’t use your card often. For security, your Mountain State card will automatically lock after four incorrect PIN attempts.

• You can choose a new PIN by calling the automated menu at 1-866-545-6502 or by logging into the cardholder portal.

• Have your card number, date of birth, and Social Security Number ready for verification.

• If you cannot verify your information automatically, a customer service representative can help unlock the card after confirming your identity with other details.

Zero or Smaller-Than-Expected Balance

Seeing a zero balance can be alarming, but it doesn't always mean your benefits are gone. Funds are deposited between the 1st and 9th of each month, so it might just be too early. Other common reasons include a missed recertification deadline or a recent change in income that affected your eligibility.

• First, confirm your balance. You can check your last store receipt, call the customer service line, or use a free balance-check app like Benny.

• If your funds haven't appeared by the expected date, contact your county DoHS office. You may need to submit a recertification or an interim report.

• Missing paperwork can be uploaded directly through WV PATH to speed up the process. Once your case is updated, benefits usually appear within 24-48 hours.