To report a lost or stolen Bay State Access EBT card, call 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). Once you report a lost or stolen card you can get a new PIN (Personal Identification Number) so benefits cannot be stolen from your account.
You can wait for a card in the mail, or you can go directly to your local DTA office to pick up a new card. 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.
As of October 2012, SNAP and cash (TAFDC or EAEDC) recipients that have received more than four replacement EBT cards within twelve months will be required to contact the DTA case manager to talk about how use of the EBT cards. However, no request for a replacement card can be denied even if DTA suspects fraud. If you are in this situation, contact a legal advocate.
If you receive both cash and SNAP benefits and you lose your EBT card, DTA may also charge you $5.00 for replacement of a replacement EBT card by deducting the $5.00 from your cash benefits. DTA will not charge your cash benefits if the card was lost in the mail, you never transacted the card that was sent to you, the card did not work correctly, you are a victim of domestic violence, your SNAP/cash case was closed for more than 30 days and you reapplied or other exceptions. If you do not get any cash benefits, DTA does not currently charge for replacement of your EBT card from your SNAP benefits.
Additional Policy Guidance:
- Notice sent to clients receiving more than 4 replacement EBT cards in the past year regarding possible fraudulent use and explaining continuous nature of EBT card. Ops Memo 2012-50 (Oct. 16, 2012). Also see Ops Memo 2012-54. DTA imposes $5 fee for replacement of EBT cards for recipients who get both cash and SNAP. Ops Memo 2012-56 (Dec. 6, 2012).
- DTA procedures for replacing an EBT card within 5 days of request, or re-pinning an EBT card by mail. Ops Memo 2011-09 (Feb. 25, 2011).
Produced by Patricia Baker, Laura Gallant, Deborah Harris, Rochelle Hahn and Victoria Negus, Massachusetts Law Reform Institute Last updated January 2013