Common EBT-Related Issues and How to Resolve Them

While the Hoosier Works EBT card is a convenient way to access your benefits, you might occasionally run into problems. Common issues range from a lost card or forgotten PIN to transaction errors and missing benefits. Knowing the right steps can help you resolve these situations quickly.

Lost or Stolen Hoosier Works EBT Card

Losing your EBT card or having it stolen can be stressful, but taking immediate action is important to protect your benefits. The first step is to report the card missing to prevent anyone else from using it.

• Immediately call Indiana EBT Customer Service at 1-877-768-5098 to report the card lost or stolen. This will deactivate the old card.

• You will need to verify your identity with your card number, or your Social Security number, date of birth, and ZIP code.

• Request a replacement card. You can ask if an expedited pick-up is possible at your local DFR office if you cannot wait for mail delivery.

• Confirm your mailing address is correct to ensure the new card arrives at the right location, typically within 3-5 business days.

• When the new card arrives, call the same customer service number to set a new PIN before you use it.

Forgotten, Compromised, or Locked PIN

Forgetting your PIN or entering it incorrectly too many times can temporarily lock you out of your account. Fortunately, resetting your PIN is a straightforward process that can be done over the phone without needing to remember the old one.

• Call 1-877-768-5098 and choose the option for a PIN change to follow the automated steps.

• After entering your card number and other identifying information, choose a new 4-digit PIN that is not easy to guess.

• If your card was locked after four wrong PIN attempts, it will automatically reactivate after midnight or once you reset the PIN.

• You can test the new PIN by checking your balance or making a small purchase.

Card Will Not Swipe or Transaction Keeps Declining

A declined transaction can happen for several reasons, from a damaged card to insufficient funds. Before calling customer service, there are a few things you can check yourself to troubleshoot the problem.

• First, check your card for any damage like cracks or an expired date. If it's damaged or expired, you can request a free replacement.

• You can check your balance on the free Benny app or through the ConnectEBT website to confirm you have enough funds. For a full guide, see how to check your EBT balance.

• If the card is new, it may need to be activated first. You can also ask the cashier to try entering the card number manually.

• A failed transaction could also be due to a system outage at the store or statewide. If problems persist, contact a customer service agent.

Suspected Fraud, Skimming, or Missing Benefits

Discovering unauthorized transactions on your account requires immediate action to stop further theft and begin the recovery process. Indiana has procedures in place to help victims of electronic benefit theft, but you must act quickly.

• The moment you notice suspicious activity, call 1-877-768-5098 to freeze your card and change your PIN.

• File a police report and keep the report number, as it may be required when you request reimbursement for stolen benefits.

• Request a new card through customer service to ensure the compromised card number cannot be used again.

• If the theft occurred between October 2022 and December 2024, ask FSSA about the state’s reimbursement process by calling 317-234-7989.

• Protect your benefits by always covering the keypad when entering your PIN and checking card readers for any unusual attachments.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app that lets you track your EBT balance in real-time and get cash back on eligible purchases at stores like Target, Walmart, Kroger, and Costco. To begin, simply link your EBT card. After shopping, scan your receipt with the app to receive cashback on SNAP-eligible items.

Download Benny to manage your spending and get more from your EBT benefits.