EBT Number: Customer Service, Card Details & Balance Check

This guide clarifies which number you need, provides direct phone lines for major states, and explains how to protect your benefits from theft.

What Is Your EBT Number? (Card vs. Case)

When an agency or form asks for your "EBT Number," it is critical to provide the correct set of digits. Confusing these two numbers can delay your application or lock you out of your account.

1. The EBT Card Number (PAN)

This is the long string of digits printed or embossed on the front of your plastic EBT card.

• Format: Usually 16 digits, but can be up to 19 digits in some states.
• Use: This number is used to make purchases at the store, log into the EBT portal, or identify yourself when you call customer service.
• Security: Treat this like a debit card number. Never post a picture of it online.

2. The Case Number

This is a separate identification number assigned to your household by your state's Department of Human Services or Social Services.

• Format: Length varies by state (often 7-9 digits/letters).
• Location: You will NOT find this on your EBT card. It is printed on approval letters, benefit renewal notices, and other mail you receive from the state.
• Use: Used for renewal forms, uploading documents, and speaking with a caseworker about your eligibility.

Direct EBT Customer Service Numbers by State

If your card is lost, stolen, or not working, you must call the number for the state that issued your benefits. Do not call a generic 1-800 number found in an ad.

Below are the direct, official 24-hour customer service lines for the most populous states.

How to Find Numbers for Other States

If your state is not listed above, use the USDA's official SNAP State Directory of Resources. Select your state from the map or list to see the verified toll-free number. Avoid third-party directories that may display outdated or premium-rate phone numbers.

Managing Your EBT Account Online

To check your balance or transaction history without calling, you should use the official mobile app or website that your state has contracted with. Most states use one of two major processors: FIS (ebtEDGE) or Conduent (ConnectEBT).

Using the ebtEDGE App

States like California, Florida, North Carolina, and Michigan often use ebtEDGE.

• Features: View transaction history, check balances, and locate retailers.
• Security: This app often allows you to "Freeze" your card. If you are not at the grocery store, keep your card frozen in the app. This prevents thieves from draining your funds if they have skimmed your card number.

Using the ConnectEBT App

States like New York, Georgia, Pennsylvania, and Virginia typically use ConnectEBT.

• Features: Verify deposits, change your PIN, and check available balance.
• Login: You will need to register using your 16-digit card number and verify your identity with your ZIP code and Date of Birth.

Third-Party Apps

The Providers app (formerly Fresh EBT) is a popular, reputable third-party app that works with EBT cards in all 50 states. It allows you to see your balance and find coupons. However, for critical security actions like freezing a card or requesting a replacement, you must use the official state portals listed above.

Steps to Take if Your Card is Lost or Stolen

Acting fast is the only way to protect your remaining balance. Unlike credit cards, EBT cards do not always have robust fraud protection, and replacing stolen funds can be difficult.

1. Call Immediately: Dial the customer service number for your state (see table above). These lines are automated and open 24/7.
2. Select "Lost/Stolen": Listen to the menu options and select the option to report a lost or stolen card.
3. Verify Identity: You will be asked to enter your Social Security Number (SSN) or Date of Birth to verify the account.
4. Deactivate the Card: Once reported, the old card number is permanently disabled. No one can use it, even if they have the PIN.
5. Wait for Mail: A new card is typically mailed to the address on file within 5 to 10 business days. Note: If you have moved recently, you must update your address with your caseworker before ordering a new card, or it will go to the old address.

Protecting Your Benefits from Skimming

"Skimming" occurs when thieves place a hidden device on a store's card reader to copy your EBT number and PIN. They then create a clone card and drain your account, often miles away from where you live.

The "Skimming" Crisis & Reimbursement

In late 2022, Congress passed legislation allowing states to replace stolen SNAP benefits using federal funds. However, this federal authority expired/sunsetted recently. While some states have chosen to continue replacing benefits using their own state funds, others have stopped. This makes prevention more critical than ever.

3 Ways to Lock Down Your EBT Number

• Change Your PIN Monthly: Thieves often wait until the 1st of the month (deposit day) to strike. Changing your PIN a few days before your deposit can render stolen data useless.
• Use the "Lock/Freeze" Feature: If your state uses the ebtEDGE or ConnectEBT app, look for a "Lock Card" or "Freeze" button. Keep the card locked at all times. Open the app and unlock it only when you are standing in the checkout lane.
• Inspect the Card Reader: Before sliding your card, wiggle the card reader slot. If it feels loose, bulky, or misaligned, do not use it.

Troubleshooting Common Issues

"Invalid EBT Number" Error

If you are trying to log in or register and receive this error, double-check that you are entering the Card Number (16+ digits), not your Case Number. Also, ensure you are using the correct website for your state. You cannot use the Texas portal for a California card.

Forgotten PIN

If you forget your PIN, do not guess. After 3 or 4 incorrect attempts, your account will be locked until midnight. Call the customer service number on the back of your card and select "Change PIN" or "Reset PIN." You will need your card number, SSN, and DOB to reset it.

Card Not Working at Register

If your card is declined but you know you have a balance, the magnetic stripe on the back may be dirty or scratched. If the cashier cannot enter the number manually (store policies vary), you will need to order a replacement. Occasionally, the EBT processing system (FIS or Conduent) goes down nationwide.