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, incorrect balances, declined transactions, or suspected fraud. Knowing the right steps to take can help you resolve these situations quickly and protect your benefits.

Lost or Stolen EBT Card

A lost or stolen card requires immediate action to prevent unauthorized use of your benefits. The first step is to report the loss to deactivate the card, which you can do at any time.

• Immediately call the 24/7 California EBT customer service line at 1-877-328-9677.

• Follow the automated prompts or speak to a representative to report the card as lost or stolen. This will disable the card.

• Request a replacement card and ask for its tracking details.

• If benefits were stolen before you could report the loss, contact your county office to file a Report of Electronic Theft and inquire about reimbursement.

• Once your new card arrives, choose a new PIN before using it.

Forgotten or Compromised PIN

Your PIN is essential for accessing your benefits securely. If you forget your PIN or believe it has been compromised, you must change it right away to protect your account from unauthorized access.

• Call the EBT customer service line and select the option to change or reset your PIN. You will need your card number.

• Choose a new four-digit PIN that is hard to guess. Do not reuse old PINs or obvious numbers like your birth year.

• Update your personal records with the new PIN, but never store it on the card itself.

• Sign the back of your card and test the new PIN at an ATM or during checkout.

• For added EBT safety, change your PIN periodically, especially after receiving any data breach alerts.

Balance Missing or Benefits Not Loaded

If your benefits do not appear on the expected date, it could be a simple delay or a more complex account issue. The first step is to verify your balance and the official deposit schedule.

• Check your current balance and last deposit date. You can log in to the California EBT website or use a free app like Benny to track your SNAP and EBT Cash balance.

• Compare this with your county’s EBT deposit schedule.

• If the deposit date has passed, speak with a customer service representative to determine if the deposit failed or was delayed.

• If county action is needed, contact your caseworker with any information you received.

• Recheck your balance within 24 hours. If it remains incorrect, you may need to file a formal complaint with your county.

Card Declined or Does Not Work at Checkout

A declined card at checkout can be caused by several factors, from insufficient funds to a faulty card reader. Troubleshooting at the point of sale can often resolve the issue quickly.

• First, confirm you have sufficient funds. You can find full guidance on how to check your EBT balance before you try again.

• Re-enter your PIN carefully. Three incorrect attempts will lock your card until midnight.

• Ask the cashier to try a different register or run the card as an “EBT manual entry” if the machine is glitching.

• If the card is physically damaged, you will need to call customer service to order a replacement.

• If the EBT network appears to be down statewide, wait a few minutes and try again.

Suspicious or Unauthorized Transactions

Unauthorized charges may indicate that your card information has been stolen through skimming or other fraudulent means. It is important to act fast to secure your account and report the theft.

• Review your recent purchases online or via the automated phone service and flag any transactions you did not make.

• Call customer service immediately to freeze the card and start a fraud claim.

• Change your PIN from a secure phone and never share it unless you initiated the call.

• Report the theft to your county office using the Electronic Theft of Benefits form to request replacement benefits.

• Before every swipe, inspect card readers for tampering, as criminals have been known to install skimming devices.

Manage Your EBT Benefits and Get Cashback with Benny

With the free Benny app, you can track your real-time EBT balance and earn cashback from purchases at stores like Target, Walmart, and Costco. To begin, connect your EBT card within the app. After you shop, scan your receipt to get money back on items that are SNAP-eligible.

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