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Are your SNAP benefits missing from your EBT account?

Produced by Massachusetts Law Reform Institute
Reviewed January 2024

Are you missing SNAP benefits from your EBT account?

Did you go food shopping and learn you had less SNAP than you expected or no SNAP?

Thieves may have stolen your SNAP by "skimming" your EBT card information or “phishing” for your account information.

What is "skimming"?

Skimming happens when thieves put a device on an ATM or store’s card-swiping machine to copy card and PIN information. The thief can then use your benefits without your permission.

What is “phishing”?

“Phishing” happens when thieves call, text, or e-mail you, pretend they are from DTA, and ask you for personal information - such as EBT card number, PIN, Social Security Number, or account log-in information. DTA will never ask you for your EBT card number, your PIN, or your DTAConnect log in information. Do not reply if you think it may be a scam. Call DTA to check: 877-382-2363 or 833-602-9247 

What can I do if my SNAP benefits were stolen from my account?

  • Report stolen SNAP benefits to DTA in one of three ways:

    • Online: Fill out DTA’s online claim form.

    • Phone: Call the DTA Stolen Benefits Line 833-602-9247, or DTA Assistance Line 877-382-2363, to submit your claim (make sure you reach a worker and do a signature over the phone)

    • Paper form: Print and fill out the printed form and mail to:     

​DTA Program Integrity
Fraud Investigation Unit
P.O. Box 4411
Taunton, MA 02780-0435 

You can also fax the form to (617) 348-5479. You can also always bring the paper form in person to a local DTA office.

  • Make a new PIN for your EBT card right away. Call the EBT Customer Service number on the back of your card — 800-997-2555 — to set up a new PIN. You do not need to get a new card.

    • If you can, change your PIN after each time you use your card.

  • Please consider sharing your story with us through this stolen SNAP benefits story collection form. By sharing your experience, you can help us work for better card security and replacement policies. We will not share any information you give us without your permission.

Will DTA replace my stolen SNAP benefits?

  • Yes, DTA is replacing stolen SNAP benefits.

  • If your SNAP was stolen on or after October 1, 2022, DTA needs a signature (on paper or over the phone) to issue your replacement SNAP payment. See instructions above for how to report stolen SNAP and submit your signature. For the most updated information, please check the DTA website

  • If your SNAP was stolen before October 1, 2022, but you did not get replacement SNAP, please contact [email protected].

  • If your SNAP was stolen between October 1, 2022 and October 12, 2023, and you did not get all of the stolen SNAP replaced, DTA may need your signature See above for how to get your signature to DTA.

  • DTA also replaces cash benefits that are stolen due to EBT skimming.

  • If you are having trouble getting DTA to replace your stolen benefits and would like help, please contact MLRI at [email protected]

What else can I do to protect myself from theft?

Skimming, phishing, and other types of theft can affect anyone. In general, it is very hard to see or know if a thief has installed a skimming device on an ATM or point-of-sale device. To learn more about skimming, phishing, and how to protect your SNAP, see DTA’s website here:

Here are some ways you can protect against theft:

  • Change your PIN often. If you can, it is safest to change your PIN after every time you use your EBT card.

  • Avoid self-checkout at stores. Self-checkout payment terminals may be more likely to be tampered with.

  • DTA will never ask for your EBT card number or your PIN. Never give anyone your PIN or EBT card number over the phone or by text or e-mail. 

  • If you get TAFDC or EAEDC and have a bank account, talk to DTA about depositing your cash benefits into your bank account instead of your EBT card.

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PDF icon SNAP or cash benefits missing from your EBT account? [PDF]
Massachusetts Law Reform Institute, 2024

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