My wife and I have an EBT account, but my card is not working. What should I do?

It’s definitely frustrating when your EBT card isn’t working! Here’s what you should do:

1. Identify the reason (if possible):

• Locked Card: Some EBT systems allow you to lock/unlock your card through an app or website. Check if your state offers this feature (e.g., ConnectEBT or ebtEDGE). You might have accidentally locked it.
• Incorrect PIN: Have you tried entering your PIN recently? Make sure it’s correct. You can usually change your PIN by calling EBT customer service or through the online portal/app.
• Damaged Card: Is the card physically damaged (bent, scratched, chip unreadable)? This could prevent it from working.
• Expired Card: EBT cards have expiration dates. Check the date on your card.
• No Funds: While you said you have an account, it’s always good to confirm your balance. You can do this through the EBT customer service line, online portal, or app.
• Fraud/Theft: Unfortunately, EBT fraud (skimming, cloning, phishing) is a possibility. If you suspect this, it’s crucial to act immediately.
• Temporary System Glitch: Sometimes, there might be temporary issues with the EBT system or a particular store’s machine.

2. Contact EBT Customer Service Immediately:

This is the most important step. Every state has a toll-free EBT customer service helpline available 24/7. They can:

• Tell you why your card isn’t working.
• Check your balance and recent transactions.
• Help you reset your PIN.
• Deactivate a lost, stolen, or damaged card.
• Initiate the process for a replacement card.

To find your state’s specific EBT customer service number, you can:

• Look on the back of your EBT card.
• Search online for “[Your State] EBT customer service number” (e.g., “Georgia EBT customer service number”).

3. Request a Replacement Card (if necessary):

If your card is lost, stolen, damaged, or deemed otherwise unfixable, you’ll need to request a replacement.

• By Phone: You can usually request a new card when you call EBT customer service to report the issue. It typically takes 7-10 business days for the card to arrive by mail.
• In Person: In some states, you might be able to pick up a new card directly from your local SNAP office. This can sometimes be faster.

Important Notes:

• Benefit Protection: When you report your card lost or stolen, it will be deactivated immediately to protect your remaining benefits. Your balance will be transferred to your new card.
• Stolen Benefits: Be aware that federal law regarding replacement of electronically stolen SNAP benefits changed on December 20, 2024. While some states may still offer replacements for benefits stolen before that date or have their own programs, benefits stolen on or after December 21, 2024, may not be eligible for federal replacement. If you suspect fraud, report it to the EBT customer service and your local law enforcement.
• PIN Security: Always keep your PIN secret and consider changing it regularly to prevent unauthorized use.

I hope this helps you get your EBT card working again soon!