Common EBT-Related Issues and How to Resolve Them

While your EBT card is a convenient way to access your benefits, you might occasionally run into problems. Common issues range from a lost or stolen card to a transaction being declined at the register. Knowing the right steps to take can help you resolve these situations quickly and protect your benefits.

Lost, Stolen, or Damaged Card

If your EBT card is lost, stolen, or physically damaged, you must act immediately to protect your benefits. A cracked card or a scratched magnetic stripe can also prevent it from working correctly. You should request a replacement as soon as you notice the problem.

• Call the Maryland EBT Customer Call Center at 1-800-997-2222 to report the card issue and request a replacement.

• Confirm your mailing address with the representative for the new card delivery.

• Change your PIN during the call or online to block anyone who might know it.

• If you suspect theft, review recent transactions and file a fraud report with your local Department of Social Services to inquire about reimbursement.

• If you need a card immediately, ask about picking up a same-day “vault” card at your local DSS office.

Forgotten or Compromised PIN

You cannot complete any purchases if you forget your Personal Identification Number (PIN) or suspect someone else knows it. Resetting your PIN is a straightforward process that restores access to your account and keeps your funds secure. Never share your PIN with anyone, including store staff.

• Dial the EBT customer service line and select the option for a PIN change.

• Verify your identity by providing your card number, birth date, and the last four digits of your SSN.

• Choose a new four-digit PIN that is hard to guess, avoiding sequences like birthdays or repeating numbers.

• Test the new PIN at an ATM or retailer to confirm it works correctly.

Missing SNAP or Cash Benefits

Sometimes your scheduled benefits may not appear on your card as expected. Before panicking, there are a few things you can check. The delay could be related to the deposit schedule or a request for updated information from the Department of Human Services (DHS).

• First, compare the current date to the deposit schedule for Maryland to confirm your benefits are late.

• Check your current balance using a free app like Benny, which shows your real-time SNAP and EBT Cash funds, or by calling the automated phone system.

• Review recent communications from DHS for any requests to verify your information and submit any missing documents immediately.

• If the delay persists for more than two business days, contact your caseworker or visit your local DSS office for assistance.

Card Declined at Checkout

A declined transaction can be frustrating, especially when you know you have funds available. The issue could stem from an incorrect PIN entry, a temporary system outage, or a problem with the store's equipment. There are several steps you can take to troubleshoot the problem on the spot.

• First, check your balance to confirm you have sufficient funds before trying the purchase again.

• Carefully re-enter your PIN. If the account locks after several wrong attempts, you will need to call customer service to unlock it.

• Ask the cashier to try the transaction again, or move to a different register or store.

• Save your receipt or note any error codes from the screen to provide specific details to a customer service agent.

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 cashback on eligible purchases at stores like Target and Walmart. To get started, link your EBT card to the app. After a purchase, scan your receipt to receive cashback on SNAP-eligible items.

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