Common EBT-Related Issues and How to Resolve Them

While your Kokua EBT card is a convenient tool, you might occasionally run into problems. Common issues include a lost card, a forgotten PIN, a damaged card, or missing benefits. Here’s how to handle these situations.

Lost or Stolen Kokua EBT Card

If you realize your card is missing, acting quickly is important to protect your benefits. You must report the loss immediately to have the card deactivated and prevent unauthorized use.

• Call the 24-hour Hawaiʻi EBT customer service at 1-888-328-4292 to report the card missing and deactivate it.

• Confirm your identity and current mailing address to ensure the replacement is sent to the correct location.

• Ask about the delivery time, which is typically 5–7 days, and whether in-person pickup is a faster option for you.

• Keep the reference number the agent provides as proof that you reported the loss promptly.

• When the new card arrives, set a new PIN and destroy the old card if it turns up.

Forgotten or Blocked PIN

Forgetting your PIN or having it blocked after too many incorrect attempts is a common frustration. Fortunately, you can reset it yourself without needing to speak to an agent.

• Use the automated phone menu or visit the ebtEDGE web portal to select the PIN change option.

• Create a new four-digit PIN that is easy for you to remember but difficult for others to guess.

• If your card was blocked after four failed attempts, wait until after midnight for the system hold to clear before using the new PIN.

• Confirm the reset worked by making a small balance inquiry at an ATM or checkout lane.

Card Is Damaged or Won't Scan

A worn-out magnetic stripe or a damaged chip can prevent your card from working at checkout. If your card is declined due to physical damage, you will need to request a replacement.

• When you request a replacement card, your current one will be deactivated immediately.

• Ask if an over-the-counter replacement is available at your local processing center if you cannot wait for mail delivery.

• Keep your receipt from the failed transaction and note the decline code in case it's needed for troubleshooting.

• Once the new card arrives, make a small purchase to confirm it works properly before attempting larger transactions.

Expected Benefits Did Not Appear

If you check your balance and find it's zero or lower than expected on your deposit day, don't panic. The issue could be a simple delay or a problem with your account that needs attention.

• First, check the EBT deposit schedule in Hawaii to confirm your issuance date hasn't shifted due to a weekend or holiday.

• You can verify your balance using a free app like Benny, which shows your SNAP and EBT Cash balance, or by using an ATM.

• If funds are still missing after the deposit date, call customer service to open a ticket and inquire about the delay.

• Ask if a recertification issue or system outage is holding the funds and submit any requested documents promptly.

• Keep notes of your conversations and follow up until the correct benefit amount appears in your account.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app that helps you track your real-time SNAP and EBT Cash balance and get cash back on eligible purchases at stores like Target, Walmart, and Costco. 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.