Common EBT-Related Issues and How to Resolve Them

While EBT provides essential support, you may occasionally run into problems with your card or benefits. Common issues include a lost card, a forgotten PIN, or a declined transaction. Knowing the right steps to take can help you resolve these situations quickly and with minimal stress.

Lost or Stolen EBT Card

If your card goes missing or you notice unauthorized charges, you must act fast to protect your remaining benefits. Taking immediate action prevents anyone else from using your funds.

• Immediately call the Rhode Island EBT customer service hotline at 1-888-979-9939 to report the card missing and freeze the account.

• Ask the agent to mail you a replacement card. You will need to confirm your identity and mailing address.

• The new card should arrive within a 7 to 10 business-day delivery window.

• When the new card arrives, call the same number to activate it and create a new PIN.

• Review your account activity and dispute any unfamiliar charges right away.

Forgotten, Compromised, or Locked PIN

Entering the wrong PIN too many times will freeze access to your account at a store or ATM. If you cannot recall your PIN, you will need to reset it before you can use your card again.

• Use the automated phone system to select the PIN-reset option.

• Verify your card number, date of birth, and ZIP code to authenticate your identity.

• Select a new four-digit PIN that is not easy to guess, avoiding simple combinations like birthdays or "1234."

• Test the new PIN by checking your balance over the phone before your next shopping trip.

• Change your PIN every few months to reduce the risk of future lockouts.

Delayed or Missing Monthly Benefits

If your funds are not on your card on the morning they are due, several routine issues could be the cause. Incomplete paperwork or system-wide delays are often the reason.

• First, check your balance and recent deposit information. You can use a free app like Benny to track your SNAP and EBT Cash balance or call the hotline.

• Confirm that your recertification or renewal documents were submitted, as incomplete paperwork is a top reason for delays.

• If your issuance date fell on a weekend or holiday, check the adjusted EBT deposit schedule in Rhode Island.

• If the problem continues, ask a DHS agent to check for holds or system errors on your account.

Card Declined Despite Sufficient Balance

Retail terminals sometimes reject valid cards because of read errors, temporary outages, or incorrect entry. This can be frustrating, but there are a few things you can try at the checkout.

• First, confirm your real-time balance to be sure enough funds are available. Our guide explains how to check your EBT balance.

• Ask the cashier to swipe the card again, insert the chip, or try a different lane.

• Verify that only SNAP-eligible items were in the purchase, as non-food items must be paid for separately.

• If the decline persists, you can report the terminal ID and time of the transaction to customer service.

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, 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.