Common EBT-Related Issues and How to Resolve Them

Navigating the EBT system can sometimes present challenges. From a lost card to a questionable balance, recipients may encounter a few common problems. Understanding how to address these issues quickly can help you protect your benefits and restore access to your account without unnecessary delays.

Lost or Stolen EBT Card

If you realize your card is missing, it’s important to act immediately to prevent anyone else from using your benefits. Proper customer service for EBT in Massachusetts can help you secure your account and get a new card on its way.

• Lock your card instantly through the DTA Connect mobile app or its online portal to block unauthorized use.

• Report the card as lost or stolen by calling the 24-hour EBT customer service line at 1-800-997-2555. Your old card will be deactivated.

• Choose how you want your replacement card: delivered by mail in 7–10 days or picked up the same day from a local DTA office.

• Select a new PIN and keep it confidential. You can do this during the call or when your new card arrives. A $5 replacement fee may be deducted unless you qualify for an exemption.

Forgotten, Locked, or Compromised PIN

Entering an incorrect PIN four times in a row will automatically lock your EBT card for security. If you've forgotten your PIN or suspect it has been compromised, you can reset it without having to order a new card. The Massachusetts EBT customer service number provides an automated option for this.

• You can reset your PIN using the DTA Connect app, at an ATM that offers the service, or by calling the EBT phone system and choosing the PIN change option.

• Create a new four-digit PIN that is hard for others to guess and never write it on your card.

• Once your new PIN is active, unlock your card through the DTA Connect app to resume using your benefits.

• To reduce fraud risk, it's a good practice to change your PIN monthly, particularly before your benefits are scheduled to be deposited.

Benefits Missing or Balance Looks Wrong

If your benefits haven't arrived or your balance seems incorrect, a few factors could be at play. Public holidays can sometimes delay deposits, so it's a good idea to check your date first. This is a common reason for contacting EBT customer service in Massachusetts.

• Verify your regular deposit date by checking the EBT deposit schedule for Massachusetts.

• Review your recent transactions and current balance. You can use a free app like Benny to track your SNAP and EBT Cash balance or check your last store receipt.

• If the amount is still off, you have 90 days to file a claim by calling the EBT customer service line.

• Be sure to write down your claim confirmation number and hold onto any relevant receipts for your records.

Card Declined, Damaged, or Unreadable

A declined transaction at checkout can be frustrating, but it doesn't always mean there's a problem with your benefits. The issue could be as simple as a dirty card, a faulty card reader, or insufficient funds for the purchase.

• Start by cleaning the magnetic strip or chip on your card and trying a different payment terminal at the store.

• Confirm that the store accepts EBT and that you have a sufficient balance for the items you are buying. You can quickly check your EBT balance online.

• If the card still doesn't work, call customer service to confirm your account is active and in good standing.

• If the card is physically worn out or demagnetized, request a replacement to be mailed or for pickup at a DTA office.

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 popular stores like Target, Walmart, Kroger, Costco, Whole Foods, and Trader Joe's.

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. This is a simple way to manage your funds without needing to call the Massachusetts EBT customer service number for a balance check.

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