Common EBT-Related Issues and How to Resolve Them

While the EBT system is generally reliable, you may occasionally encounter issues with your card or benefits. Common problems include a lost card, a forgotten PIN, delayed deposits, or suspicious transactions. Knowing the right steps to take can help you resolve these situations quickly and protect your benefits.

Lost or Stolen EBT Card

Misplacing your card or having it stolen requires immediate action to prevent unauthorized use of your funds. If you cannot find your card, you must report it as soon as possible to secure your account and request a replacement.

• Call the Kentucky EBT Customer Service hotline at 1-888-979-9949 to freeze your account.

• Request a replacement card from the representative. You will need to verify your identity with personal information like your name, date of birth, and Social Security number.

• Confirm your mailing address on file with the Department for Community Based Services (DCBS) is correct.

• Your new card should arrive by mail in approximately 7–10 business days.

• Once the new card arrives, follow the activation instructions, set a new PIN, and destroy the old card if you find it.

Forgotten, Compromised, or Locked PIN

Your PIN is essential for accessing your benefits, and keeping it secure is your responsibility. If you forget your PIN, suspect it has been compromised, or have locked your account by entering it incorrectly too many times, you can reset it easily.

• Use the automated phone system, available 24/7, by calling 1-888-979-9949 and selecting the option to change your PIN.

• Enter your card number and personal details to confirm your identity.

• Choose a new, secure PIN that is difficult for others to guess. Avoid repeating digits or using personal dates.

• For future security, you can use the ebtEDGE website or mobile app to change your PIN or freeze your card if you notice any problems.

Delayed or Missing Monthly Benefit Deposit

If your monthly benefits have not appeared on your card as expected, the delay could be due to several factors. These can range from a simple scheduling issue to a problem with your case that requires your attention.

• Check the date against the official Kentucky deposit schedule. Benefits scheduled for a weekend or holiday are issued on the next business day.

• Verify your current balance to confirm if the funds have posted. You can use the ebtEDGE portal or a free app like Benny to track your SNAP and EBT Cash balance.

• Look for recent messages from DCBS requesting verification or renewal paperwork. Your benefits cannot be processed until all required documents are submitted.

• If you believe the delay is an error, contact the DCBS Call Service Center at 855-306-8959 to open a ticket.

Suspicious or Unauthorized Transactions

Benefit theft can occur if your card information is stolen through skimming devices or other fraudulent means. Regularly monitoring your transaction history is the best way to spot unauthorized activity and report it immediately to protect your remaining funds.

• Review your recent purchases on the ebtEDGE portal, your last store receipt, or by calling the balance inquiry line.

• If you find transactions you did not make, report the fraud immediately to have the card frozen and re-issued.

• Change your PIN right away to prevent further unauthorized use of your compromised number.

• File a theft claim with DCBS by calling 855-306-8959 and complete any required forms to seek reimbursement for stolen SNAP benefits.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app that helps you check your EBT balance in real-time and get cash back on eligible purchases at stores like Target, Walmart, Kroger, and Costco. To get started, link your EBT card to the app. After you shop, 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.