Protecting against EBT fraud and recovering stolen benefits

How to protect against EBT benefit theft

There are simple steps EBT users can take to protect their benefits. Those steps include changing your PIN often, avoiding simple PINs, keeping your PIN and card number secret, reporting suspicious activity, and immediately freezing your card to stop new purchases by logging into the ebtEDGE mobile app or Cardholder Portal.

Electronic theft happens when a card-skimming device captures a user’s information. Card skimmers are external devices that thieves attach over a real credit card slot, usually at self-checkout stands. As customers swipe their cards into the skimmer, the device saves and stores card information immediately. If a credit card slot looks different from the other card readers at the store, it might be a setup for card-skimming fraud.

Before sliding a credit card through the machine, users should gently tug on the reader to ensure it is securely attached; skimmers will easily pop off with little effort. There is often a small camera attached to capture PIN numbers as they are entered, so users should cover their finger with their other hand while pressing the buttons.

If you find a credit card skimmer, you should contact the store manager or the police to file a police report. This is a necessary step so that the device can be placed safely in the hands of authorities.

Frequently asked questions

How do I protect my benefits on my EBT card?

You can protect your benefits by freezing your EBT card to prevent new purchases, PIN changes, and ATM transactions. You can access this feature at any time by:

• Logging into the MyCoBenefits mobile app
• Logging into the ebtEDGE mobile app
• Logging into the ebtEDGE Cardholder Portal

You can also block out-of-state or online transactions using the ebtEDGE mobile app or Cardholder Portal.

Additional ways to protect your benefits:

• The PIN is what safely protects benefits on the EBT card; keep your PIN a secret.
  • Be careful who you share your card and PIN with because you, as the cardholder, are responsible for all transactions.
• Change the PIN often, as skimming devices can easily identify card and PIN information.  A best practice is changing your PIN before getting your monthly benefits.
• Choose a unique four (4) digit PIN by calling EBT Customer Service at 1.888.328.2656 (1.800.659.2656 — TTY) or through the Cardholder Portal.
• Avoid using high-risk PINs that may be easily identifiable such as 1234, 1111, etc., or a number sequence known to others, such as year of birth.
• Never write the PIN on the card or store it with your card.
• Cover the keypad while entering the PIN at an ATM or a Point of Sale (POS) device.
• Avoid questionable ATM or Point of Sale (POS) devices when possible.
• Do not share your PIN with a retailer or any agency. A State or County representative would never ask for it

If you suspect suspicious activity related to your EBT account, immediately call EBT Customer Service at 1.888.328.2656 (1.800.659.2656 — TTY) for more information or to order a new EBT card.

What to do if your SNAP benefits are stolen

Per Federal and State rules, lost or stolen SNAP benefits cannot be replaced when the card and PIN are used, regardless of the circumstances.

The Consolidated Appropriations Act, 2023, signed into law by President Biden on December 29, 2022, allowed for the temporary replacement of certain SNAP benefits stolen through various means of electronic benefit theft. The continuing resolution extended the program until December 20, 2024.

If you suspect you are a victim of fraud or electronic benefit theft, freeze or replace your card immediately. Contact your local county human services office for additional information.

What to do if your Colorado Works or Adult Financial program benefits are stolen

Per State rule, if you are a victim of cash benefit theft, you may be eligible to have that money replaced.

If you suspect you are a victim of fraud or electronic benefit theft, freeze or replace your card immediately. Contact your local county human services office for additional information.

How do I protect myself against EBT scams?

Phishing, smishing and vishing are all methods of fraud that differ in how scammers contact you. Their main goal is to steal personal details or account information.

• Phishing targets individuals via email or direct messages. 
• Smishing is a form of phishing that targets individuals specifically via SMS/text message. 
• Vishing targets individuals through phone, robocall, voicemail, voice over internet protocol (VoIP).

For example, you might receive a communication stating that your EBT card has been deactivated and in order to reactivate your card you must provide your 16-digit card number and PIN. The PIN is what protects the benefits on your EBT card.  You should never share your PIN information with anyone.
 
If there is ever a question about if a text, an email, a letter, or a phone call is a scam, assume that it is and do not respond with any personal information. If possible, report it to your local county human services office and then ignore it.
 
The state, the county and our EBT vendor, FIS, would never send communications requesting that you provide personal information such as your card number and PIN.

How do I report fraud on my EBT card?

If you suspect suspicious activity related to your EBT account:

• Call EBT Customer Service at 1.888.328.2656 (1.800.659.2656 — TTY) 
  • To change your PIN 
  • To order a new EBT card, or
  • For transaction information
• Contact your local county human services office to report fraud 
• Contact local law enforcement to file an incident report as stolen benefits would be considered theft

Buying, selling, or otherwise misusing SNAP benefits is a federal crime. To report suspected abuse, visit www.usda.gov/oig/hotline.htm or call 1-800-424-9121.

Watch the video below for more information about protecting your EBT benefits.