91. What if I my EBT card is lost or stolen?

To report a lost or stolen EBT card, call the Massachusetts EBT Customer Service at (800) 997-2555. DTA will replace your card, but DTA will not replace any SNAP benefits that are stolen from your account. 106 C.M.R. § 364.900 (D). Someone who steals your card can only use your SNAP if they know the PIN. Do not write your PIN on the card and keep it a secret! Once you report a lost or stolen card you can get a new PIN.

You can also call the DTA Assistance Line at (877) 382-2363 and follow the prompts to ask for a replacement EBT card.

To report a lost or stolen EBT card, call the Massachusetts EBT Customer Service at 1-800-997-2555. DTA will replace your card, but DTA will not replace any SNAP benefits that are stolen from your account. 106 C.M.R. §364.900 (D). Someone who steals your card can only use your SNAP if they know the PIN. Do not write your PIN on the card and keep it a secret! Once you report a lost or stolen card you can get a new PIN. You can also call the DTA Assistance Line at 1-877-382-2363 and follow the prompts to ask for a replacement EBT card. If you ask for a new card by phone, it can take 7-10 days to show up in the mail. You can also go directly to your local DTA office to pick up a new card that day. Any DTA office can issue you a replacement EBT card. Your old card will become deactivated and the value of your SNAP benefits will be transferred to the new EBT card.

DTA charge for EBT replacement cards

If you get cash or SNAP benefits and you lose your EBT card, DTA may charge $5.00 for replacement of the EBT card depending on the situation. DTA will deduct the $5.00 from your cash or SNAP benefits in your EBT account (you do not pay DTA directly). Under certain circumstances - for example, you never received a card, were a victim of domestic violence or skimming, or otherwise require accommodation - DTA should waive this fee. For a list of exemptions, see the DTA Online Guide page about card fees. Contact MLRI at info@masslegalservices.org if DTA took $5 from your account for a new card.

Meeting with DTA to get EBT replacement card

Under DTA procedures, SNAP and cash (TAFDC or EAEDC) recipients that have received more than four replacement EBT cards within twelve months are now required to speak with a DTA worker to talk about the reasons for multiple requests and how the EBT card works. Some clients who request more than four replacement cards within 12 months will be told they have to have an in-person appointment with a case manager or a fraud investigator. If this happens and it is a hardship for you, contact a Supervisor, the DTA Ombuds, or an advocate. DTA cannot deny a request for a replacement EBT card if the person is SNAP eligible. Some EBT recipients may be confused about the card and how it works due to a disability, or an abusive partner or third party is taking the EBT card. If you are in this situation, contact Legal Services.

DTA Online Guide 

See Appendix G for links to the DTA’s BEACON Online Guide for this section.