Common EBT-Related Issues and How to Resolve Them

While the EBT system is generally reliable, you might occasionally run into problems with your card or benefits. Most issues have straightforward solutions, from misplacing your card to seeing a transaction you don't recognize. Below are some of the most common situations and how to handle them.

Lost or Stolen Card

A missing card requires immediate action to protect your benefits from being used by someone else. The first step is to report it so the card can be deactivated to prevent unauthorized spending.

• Call 1-800-997-3333 and choose the option to report a lost or stolen card.

• Verify your identity using your Social Security number and date of birth.

• Ask the agent to freeze the old card on the spot.

• Request a replacement card, which should arrive by mail in about 7–10 business days.

• When the new card arrives, set a new PIN and check your balance to confirm no unauthorized purchases were made. You can check your balance with a free app like Benny or by looking at your last store receipt.

Forgotten, Locked, or Compromised PIN

If you enter the wrong PIN too many times, your card will be locked as a security measure. Sharing your PIN can also put your account at risk, but resetting it is a simple process.

• Have your EBT card, Social Security number, and date of birth available.

• Dial the customer service line and select the PIN-reset option.

• Follow the voice prompts to verify your identity.

• Choose a new four-digit PIN that is hard to guess and not written on or near the card.

• Test the new PIN. If the card is still locked, ask an agent to make sure the security block has been cleared.

Benefits Stolen by Skimming, Cloning, or Phishing

Electronic theft of SNAP benefits is a growing concern. Scammers use methods like skimming devices or phishing texts to steal card information. New Jersey allows households to request reimbursement for stolen benefits.

• Immediately freeze your card by logging in at NJFamiliesFirst.com or calling customer service, then change your PIN.

• Within 30 days of the theft, submit the “Request for Replacement of Electronically Stolen Benefits” form online or through your County Board of Social Services.

• Keep copies of the form and any confirmation number provided.

• Monitor your account. Approved claims are typically reimbursed within ten calendar days.

• To prevent future theft, always shield the keypad when entering your PIN and inspect card readers before use.

Missing or Reduced Balance

You might notice your balance is lower than expected for a few reasons. Benefits can be late, or they can be removed from your account if they go unused for too long.

• First, confirm your current balance. You can find a complete guide on checking your balance online.

• Review recent transactions for any you don't recognize. If you find suspicious activity, report it as stolen benefits.

• Benefits that are not used for nine months are expunged and usually cannot be restored.

• Check the EBT deposit schedule for New Jersey to confirm your payment date. Deposits are based on your case number.

• If your benefits have not arrived on the scheduled day, contact your county Board of Social Services to check your eligibility and payment status.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app that lets you track your EBT balance in real-time and earn cash back on eligible purchases at retailers like Walmart, Target, and Costco. To begin, link your EBT card. After you shop, scan your receipt in the app to get cashback on SNAP-eligible items.

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