Common EBT-Related Issues and How to Resolve Them

While EBT is a reliable system, you may occasionally encounter problems with your card or benefits. Knowing how to address common issues like a lost card, forgotten PIN, or a declined transaction can help you resolve them quickly. Below are five frequent problems and the steps to fix them.

Lost, Stolen, or Damaged EBT Card

If you misplace your South Dakota EBT card, see that it is damaged, or notice missing benefits, you must act immediately. Taking quick action helps protect your remaining balance and is necessary to qualify for any potential reimbursement from theft.

• Call the EBT customer service number at 800-604-5099 as soon as you notice a problem and ask the agent to freeze your account to prevent further use.

• Request a replacement card through the phone system, the ebtEDGE mobile app, or the cardholder portal. State rules limit households to two replacement cards per federal fiscal year.

• If you suspect benefits were stolen, inform the agent you want to file a theft claim. You must follow up with your local DSS benefits specialist within 30 days to seek reimbursement.

• Confirm your mailing address during the call. A new card typically arrives within seven to ten days, but you can ask if expedited pick-up at a local office is an option.

• Once the new card arrives, you must activate it and set a new PIN before you can use it for purchases.

Forgotten or Locked PIN

Your four-digit PIN is required to authorize any purchase with your EBT card. Entering the wrong PIN three times in a single day will lock your card until the following day, so it is important to remember it or know how to reset it.

• If you think you remember your PIN, you can carefully re-enter it. You have two more tries that day before the card locks.

• If you cannot recall the PIN or believe someone else knows it, you should choose a new one immediately. This can be done through the ebtEDGE app, the ebtEDGE.com portal, or by calling customer service.

• Create a strong PIN that is not easy to guess, like a birthday or address. Never write the PIN on your card or store it in the same place.

• After changing your PIN, it is a good idea to test it with a small purchase or a balance inquiry to confirm the update was successful.

Benefits Not Showing or Delayed Deposit

If your expected SNAP deposit has not appeared in your account, the cause is often a simple factor like a processing delay, a holiday, or an issue with your case information. Here is how to troubleshoot the problem.

• Compare your regular issuance date to the current calendar. Deposits that fall on weekends or state holidays usually post the next business day. You can review the EBT deposit schedule for details.

• Check your balance to confirm the funds are truly absent. You can use your last store receipt or a free app like Benny to track your SNAP and EBT Cash balance.

• Review recent mail, emails, or portal messages. You may have missed a notice about recertification or a request for documents that could put a hold on your account.

• If your application or renewal is still being processed, contact your DSS benefits specialist to confirm they have all the necessary paperwork.

Card Declined or Error Messages at Checkout

Sometimes a transaction may fail with an error message like “card not on file” or “insufficient balance,” even when you believe your account is in good standing. These errors can often be resolved with a few simple checks.

• Make a note of the exact error message, along with the date, time, and store where the decline occurred.

• Verify your balance, as the issue could be insufficient funds. You can find instructions on how to check your balance online. If funds are low, you must pay the difference with another method.

• If the error is “invalid PIN,” follow the steps described in the section above to reset it.

• An “inactive card” or “card not on file” message often means the card was never activated or was previously reported lost. You will need to contact customer service to resolve this.

• If you suspect a terminal glitch, ask the cashier to cancel the transaction and try again at a different register.

Suspicious or Unauthorized Transactions (EBT Theft)

Fraud schemes like card skimming can drain your benefits without your knowledge. Reporting unauthorized charges quickly is the only way to qualify for the limited reimbursement available under federal rules for stolen benefits.

• Review your transaction history frequently through the ebtEDGE app, the online portal, or the automated phone service to spot charges you did not make.

• If you see an unauthorized transaction, call customer service immediately to cancel the card and open a dispute. You must request replacement benefits within 30 days of discovering the theft.

• File a theft report with your local DSS office and submit any required forms. Reimbursement is limited and not guaranteed.

• Request a new card and choose a completely new PIN that you have not used before.

• Protect yourself by shielding the keypad when entering your PIN, inspecting card readers for tampering, and changing your PIN regularly.

Manage Your EBT Benefits and Get Cashback with Benny

Benny is a free app to track your real-time SNAP and EBT Cash balance and get cashback on eligible purchases at stores like Target, Walmart, and Kroger. Link your EBT card to the app, then scan your receipt after you shop to receive your cashback.

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