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 surcharge on 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).
DTA should not charge the $5 fee for a replacement EBT card if:
- the EBT card was lost in the mail and you never used the EBT card that was sent to you,
- the EBT card did not work correctly (e.g. the magnetic strip failed),
- you are a victim of domestic violence,
- your SNAP/cash case was closed for more than 30 days and you reapplied,
- you need a disability accommodation
- your name or SSN changed
- you become exempt from the photo EBT rule and request a replacement card without a photo (see Question 33), or
- you meet other good cause exceptions.
When you need to meet 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.
No request for a replacement EBT card can be denied if the person is otherwise 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 Sections: Cross Programs > EBT > EBT Card Fees, Replacements and Notices
Additional Guidance: Protocol for EBT replacement pilot when client requests more than 4 cards in a 12 month period. OLG Transmittal 2016-67, 2017-9, and 2017-53.