Common EBT-Related Issues and How to Resolve Them

Navigating the EBT system can sometimes present challenges. From a lost card to a declined transaction, several common issues can arise. Understanding how to address these problems quickly can help you maintain access to your benefits without interruption.

Lost Or Stolen Bridge Card

If your Bridge Card is lost or stolen, you must act immediately to protect your benefits. Your funds are at risk until you report the card missing and freeze the account.

• Call Michigan EBT Customer Service at 888-678-8914.

• Verify your identity with your date of birth, Social Security number, and ZIP code.

• Ask the agent to disable the card and mail a replacement, which usually arrives in 7–10 business days.

• Activate the new card and select a PIN when it arrives.

• Review your transaction history for unauthorized charges and report any to your local MDHHS office within 30 days.

Forgotten Or Locked PIN

Forgetting your PIN or entering it incorrectly too many times will lock you out of your account. You will be unable to make purchases or withdraw cash until you reset it.

• Call 888-678-8914 and select the option for a “PIN change.”

• Confirm your identity using your card number, SSN, and date of birth.

• Select a new four-digit PIN that is difficult for others to guess.

• Wait about 15 minutes before testing the new PIN with a balance inquiry or small purchase.

• If the account is still locked, call customer service again to request a manual unlock.

Benefits Did Not Load On The Expected Date

A zero balance on your expected deposit day can be caused by system glitches, paperwork issues, or eligibility changes. First, confirm your monthly payment date, as weekends and holidays can cause delays.

You can find your specific payment date in the EBT deposit schedule in Michigan.

• Check your up-to-the-minute balance by logging into your MiBridges account or using a free app like Benny to track your SNAP and EBT Cash balance.

• Look for recent notices in MiBridges requesting income verification or recertification forms.

• Submit any missing documents to your local MDHHS office and call your caseworker to confirm they received them.

• If funds are still missing after your documents are processed, ask an agent to open a “system escalation ticket.”

Card Declined Or “Does Not Read” At Checkout

A declined transaction can happen for several reasons. These include a low balance, an incorrect PIN, a damaged card, or a temporary network outage at the store.

• Ask the cashier to cancel the transaction and try again, carefully re-swiping your card and entering your PIN.

• If it fails again, check your balance to confirm you have enough funds for the eligible items.

• Inspect the card’s magnetic stripe for scratches or check the expiration date. Call for a free replacement if it is damaged or expired.

• Try using your card at a different checkout lane or another store to rule out a retailer-specific issue.

• If all else fails, call customer service from the store to report the problem.

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

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