Common EBT-Related Issues and How to Resolve Them

While EBT is a reliable system, you may occasionally run into problems. Connecticut’s 24-hour EBT Customer Service line handles a wide range of issues. Below are four common problems cardholders face, along with step-by-step instructions for resolving them.

Lost Or Stolen Card

A lost or stolen card requires immediate action to protect your benefits. The first step is to report it as soon as you notice it's missing. This will prevent anyone else from using your funds.

• Call 1-888-328-2666 immediately to report the card missing, which blocks it from further use.

• Provide your Social Security number, date of birth, and zip code to verify your identity.

• Ask the representative to mail you a replacement card, which typically arrives in 7-10 business days.

• When the new card arrives, choose a fresh PIN before its first use.

• Until your replacement arrives, you can monitor your balance by keeping receipts or using the phone line.

Forgotten Or Locked PIN

Forgetting your PIN or getting locked out after too many incorrect attempts is a common issue. Fortunately, you can reset it quickly over the phone without needing to speak to an agent.

• Dial the customer service number and select the menu option to change or reset your PIN.

• Confirm your identity by providing the requested personal details.

• Enter a new four-digit PIN, avoiding obvious combinations like 1234 or your birth year.

• Memorize the new PIN and do not share it with anyone.

• Test the new PIN at an ATM or retailer to confirm it works before your next shopping trip.

Card Declined At Checkout

Having your card declined at the register can be frustrating. The cause can range from a simple lack of funds to a technical problem with the store’s payment terminal.

• Check your real-time balance from the store to rule out insufficient funds.

• Ask the cashier if the store’s EBT equipment is down. If so, try another register or a different store.

• Inspect your card’s magnetic stripe or chip for damage. If it’s cracked or worn, you can request a free replacement.

• Re-enter your PIN slowly and carefully. Three failed attempts will lock your card for 24 hours.

• If the card still fails, document the details and report the problem to customer service and your DSS caseworker.

Balance Lower Than Expected Or Deposit Missing

If your balance is incorrect or a deposit has not arrived, it is important to investigate the cause. The issue could be a simple timing delay or a more serious error.

• First, confirm the shortfall by checking your balance. You can use a free app like Benny to track your SNAP and EBT Cash balance or review your last receipt.

• Check the monthly Connecticut deposit schedule. Benefits are loaded on specific days, and weekends or holidays can cause slight delays.

• Review recent transactions for errors or fraud. If you see anything unfamiliar, change your PIN right away.

• If the issue involves eligibility or paperwork, contact your DSS worker to be sure all your documents are current.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app that helps you track your EBT balance in real-time and get cash back on eligible purchases at stores like Target, Walmart, and others. To get started, link your EBT card to the app. After you make a purchase, scan your receipt with Benny to receive cashback on SNAP-eligible items.

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