Common EBT-Related Issues and How to Resolve Them

While your EBT card is a reliable tool for accessing benefits, you might occasionally run into problems. Common issues include a lost card, a forgotten PIN, missing deposits, or even benefit theft. Knowing the right steps to take can resolve these situations quickly and protect your funds.

Lost or Stolen EBT Card

If your card is missing, acting fast is the best way to prevent unauthorized use of your benefits. You must report it immediately to have the card canceled and get a replacement issued.

• Call the 24/7 customer service line at 1-888-997-9333 and select the option for a lost or stolen card.

• Verify your identity by providing your card number if you have it, the last four digits of your Social Security number, and your date of birth.

• Request a replacement card. The first one each year is free, but subsequent replacements cost $5.

• Confirm your mailing address on file. If mail is unreliable, you can arrange to pick up the card at a local office.

• Once the new card arrives, activate it and set a new PIN before you try to use it.

Forgotten or Compromised PIN

A forgotten or compromised PIN can leave you stuck at the checkout or make your benefits vulnerable to theft. You can reset your PIN in just a few minutes without needing to speak to an agent.

• Use the automated phone system and follow the prompts for a PIN change.

• Verify your identity using your card number and other personal information.

• Choose a new four-digit PIN that is difficult to guess. Avoid using your birthdate or address numbers.

• For a more convenient option, you can change your PIN anytime through the ebtEDGE website or mobile app.

Unable to See Current Balance or Recent Transactions

Not knowing your balance can lead to a declined transaction at the store. Arizona provides several ways to get a real-time update on your funds. You can learn how to check your EBT balance through multiple methods.

• Check the bottom of your last grocery store receipt, which should show your remaining balance.

• Use a free app like Benny or the official ebtEDGE portal to track your SNAP and EBT Cash balance and view transaction history.

• If you notice a transaction you don't recognize, compare your receipts with your statement and report any discrepancies.

Benefits Not Deposited on the Expected Date

If your benefits haven't arrived, it is often due to a paperwork delay or a system issue. Before getting concerned, first confirm your specific payment date on the official EBT deposit schedule.

• Log in to your DES client portal or check your mail for any notices requesting renewal forms or other documents.

• If the agency is waiting on paperwork, submit the required items as soon as possible to resume your benefits.

• If more than 30 days have passed with no deposit and no paperwork issues, you can request a status review by visiting a local DES office.

Suspicious Withdrawals or Benefit Theft

Benefit theft through skimming or phishing is a serious problem, but Arizona can replace stolen SNAP or cash benefits. You must report the theft within 45 days and follow the state's official procedure.

• Immediately freeze your card using the ebtEDGE app or by calling customer service to prevent further losses.

• Report the unauthorized transactions and request a new card. The replacement fee is waived in cases of theft.

• You must complete and submit the “Electronic Benefit Theft Replacement Request” form, which is available on the DES website.

• Submit the form within 45 days by mail, fax, or in person. Keep a copy for your records.

Manage Your EBT Benefits and Get Cashback with Benny

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