Common EBT-Related Issues and How to Resolve Them

While EBT cards provide a convenient way to access benefits, you might occasionally run into problems. Common issues range from a lost card or forgotten PIN to a declined transaction at the store. Knowing the right steps to take can help you resolve these situations quickly and with minimal stress.

Lost or Stolen Card or Unauthorized Transactions

A lost or stolen card requires immediate action to protect your benefits. If you notice unauthorized charges, you must act quickly to report the theft and request a replacement card to prevent further fraudulent use.

• Call the 24-hour EBT Customer Service Center at 1-888-997-9777 to deactivate the card immediately.

• Follow the prompts to request a free replacement card and confirm your mailing address.

• If benefits were taken, ask how to file an electronic stolen-benefits claim. You must submit the required BFA Form 473 or signed statement within 10 days.

• When the new card arrives, set a fresh PIN before using it.

• Keep monitoring your balance for any new suspicious activity. You can use a free app like Benny to track your SNAP and EBT Cash balance.

Forgotten, Locked, or Compromised PIN

Forgetting your PIN or having it locked after too many incorrect attempts is a common hiccup. If you suspect your PIN has been compromised, you should change it immediately to secure your account and protect your benefits from unauthorized access.

• Call the customer service line and choose the option to change or unlock your PIN.

• Verify your identity with your card number, the last four digits of your Social Security number, and your date of birth.

• Enter a new four-digit PIN that is hard for others to guess.

• Test the new PIN at an ATM or checkout lane to confirm it is active.

Card Declined or Not Working at Checkout

A declined transaction can be frustrating, but it doesn't always mean your benefits are gone. The issue could be with your balance, the card itself, or the store's equipment. Troubleshooting the cause can often lead to a simple fix.

• First, confirm you have enough funds. You can find a guide on checking your balance or review your last receipt.

• If the card is physically damaged, such as being cracked or demagnetized, call customer service to request a replacement.

• Ask the cashier to retry the transaction on a different payment terminal, as a single register can sometimes go offline.

• If the problem persists, check with customer service to see if a system outage is affecting your account.

Benefits Not Loaded or Delayed Deposit

If your benefits haven't appeared on your card as expected, it could be due to a simple timing issue or a problem with your case that needs attention. Verifying your deposit schedule and case status is the first step.

• Check the EBT deposit schedule for New Hampshire, as payments can post late if the date falls on a weekend or holiday.

• Check your balance to see recent deposits. You can use the balance hotline or a free app like Benny to track your SNAP and EBT Cash balance.

• If benefits are missing, your case might be awaiting recertification or missing documents.

• Provide any missing paperwork to your district office or upload it through NH Easy, then confirm its receipt.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app that lets you check your SNAP and EBT Cash balance in real-time. You can also get cash back on eligible purchases from participating retailers like Walmart, Target, and Costco. To begin, connect your EBT card to the app. When you buy groceries, scan your receipt with Benny to earn cashback on SNAP-approved items.

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