Common EBT-Related Issues and How to Resolve Them

While EBT provides significant support, recipients can sometimes face issues that interrupt access to their benefits. Common problems range from a lost card to a declined transaction at the checkout counter. Below are solutions for some of the most frequent challenges Ohio Direction Card users encounter.

Lost, Stolen, or Damaged Card

If your card is gone or broken, acting quickly is the best way to protect your benefits and get a replacement. A compromised card can be used by anyone, so deactivating it immediately is the first priority. Follow these steps to secure your account.

• Call the Ohio EBT customer service line at 1-866-386-3071 to report the card missing and deactivate it.

• Verify your identity and request a replacement card, which should arrive by mail in 7–10 business days.

• If you need faster assistance, you can visit your county’s Job & Family Services office.

• While you wait for the new card, you can review recent transactions for any potential fraud.

• Once your new card arrives, activate it and set a new PIN right away.

Forgotten or Locked PIN

Forgetting your PIN or entering it incorrectly too many times can lock you out of your account. A secure PIN is your primary defense against unauthorized use. If you need to reset it, you have a couple of straightforward options available 24/7.

• Use the automated menu on the customer service line or log in to the ConnectEBT portal to start the PIN reset process.

• After providing your identity information, choose a new four-digit PIN that is not easy to guess, like a birthday or repeating numbers.

• Confirm the change and test the new PIN with a balance inquiry to make sure it works.

• For added security, consider changing your PIN monthly and never share it with anyone.

Card Declined at Checkout

A declined card can be frustrating, but it’s often caused by a simple issue that is easy to fix. The most common reason is having insufficient funds, but technical glitches or incorrect PIN entries can also be the culprit. Here is what to do.

• First, check your EBT balance. You can use a free app like Benny to track your SNAP and cash balance or check your last store receipt.

• Carefully re-enter your PIN. Too many incorrect attempts will lock your card for 24 hours.

• Inspect your card for any physical damage or check if it has expired.

• If the balance and PIN are correct, wait a few minutes and try again, as the store’s system may have had a temporary outage.

Suspicious or Unauthorized Transactions

If you notice transactions you don't recognize, it’s important to report them immediately to prevent further loss of benefits. Regularly monitoring your account activity is the best way to catch fraud early. Take these steps if you suspect unauthorized charges.

• Review your recent transaction history using the ConnectEBT portal or the automated phone system.

• Note the date, amount, and merchant for any charge that seems unfamiliar.

• Call customer service right away to file a transaction dispute and have your card frozen.

• Request a new card and PIN to secure your account from additional fraudulent activity.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app for managing your EBT benefits. It lets you check your real-time SNAP and cash balance and earn cash back at stores like Target, Walmart, and Kroger. To begin, connect your EBT card to the app. Once you shop, just scan your receipt with Benny to get money back on eligible items.

Download Benny to manage your spending and make your EBT benefits go further.