Common EBT-Related Issues and How to Resolve Them

While EBT is a reliable system, you may occasionally encounter issues. Common problems include a lost card, a forgotten PIN, a declined transaction, or an incorrect balance. Knowing how to address these situations can help you resolve them quickly and maintain access to your benefits.

Lost or Stolen EBT Card

If your EBT card is misplaced or stolen, you must act fast to protect your benefits. Disabling the card immediately is the first step to securing your account and getting a replacement.

• Call the 24-hour North Carolina EBT Customer Service line at 1-888-622-7328 to report the card missing.

• Follow the prompts to deactivate the card and order a replacement. You may need to confirm your card number or Social Security number and mailing address.

• A new card should arrive within three to five business days.

• When the new card arrives, use the same customer service line or the ebtEDGE portal to set a new PIN before making purchases.

• Check recent transactions on the ebtEDGE app and freeze the card if you notice unauthorized activity.

Forgotten or Blocked PIN

Forgetting your PIN or entering it incorrectly four times will lock your card. To use your benefits again, you must reset your PIN.

• Call the toll-free customer service number on the back of your card.

• Select the option to change your PIN and provide the requested identifying information.

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

• Write down your new PIN in a secure place and never share it.

Card Declined at the Checkout Counter

A transaction can fail even when you have funds available. Most of these problems can be fixed without leaving the store.

• First, confirm your benefit balance. You can use the free Benny app to track your SNAP and EBT Cash balance or log in to the ebtEDGE portal. For a full guide, see how to check your EBT balance.

• Look for “Pending” deposits in the portal, as these benefits are not spendable until the date shown.

• Make sure you entered the correct PIN. Your card locks after four wrong tries until after 12:01 a.m. or until you reset the PIN.

• Inspect the card’s magnetic stripe and chip for damage. If it is damaged, you will need to request a replacement.

Incorrect Balance or Missing Monthly Benefits

An incorrect balance or missing benefits often means a purchase is still pending or your monthly deposit has not posted yet.

• Verify your balance by phone or on ebtEDGE.com to double-check the figure on a receipt.

• Review your account summary for "Pending Items." These are scheduled benefits that will become available on the date shown. You can check the EBT deposit schedule for North Carolina for more details.

• Compare all recent transactions. If an amount appears twice or seems unfamiliar, note the date, store, and dollar value.

• If benefits are truly missing, an agent can open a case with your county Department of Social Services to have the funds re-deposited.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app that helps you track your SNAP and EBT Cash balance in real-time and get cash back on eligible purchases at stores like Target, Walmart, Kroger, and others. 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.

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