As a reminder, as of Sunday, May 19, 2024, New York State’s Electronic Benefit Transfer (EBT) system was successfully converted to a new EBT vendor, ebtEDGE.
The ConnectEBT online client portal and mobile app are no longer in use for EBT cardholders.
Cardholders should download the ebtEDGE mobile app or access the web portal, to:
- Check transactions and deposits
- Freeze/lock and unfreeze/unlock their card to prevent unauthorized transactions
- Block internet and out-of-state transactions
- Change their PIN (if needed)
- Request a replacement card if lost, stolen or damaged
These security features can help to prevent scam-related electronic benefit theft, also known as “skimming”, “phishing”, or “card cloning”. Once clients set up their account, the above-mentioned features can be used to help keep their benefits safe.
To help promote the usage of the free and unfreeze feature of ebtEDGE DSS/HRA has created a social media toolkit which providers can use to help raise awareness along with our instructional video on "How to Submit a Claim for Electronically Stolen Benefits".
All EBT cards and PIN numbers remained the same and the EBT Customer Service Helpline also remained the same. As usual, cardholders can call 1-888-328-6399 for help with their EBT cards.
Cardholders will have to use a new website (www.ebtedge.com) or the ebtEDGE mobile app to monitor benefit issuances and transactions. They will have to set up a new account if they haven’t already. To download the app, visit the Apple or Google Play stores.
On the new ebtEDGE system, clients can access six months of transaction history via the website and mobile application. Transaction history dating back up to three years is available via the EBT Customer Service Helpline1-888-328-6399.
NYC households impacted by electronic benefit theft should continue to submit claims to the NYC Department of Social Services/Human Resources Administration to request the replacement of SNAP and/or Cash Assistance benefits.
What should clients do if their SNAP or Cash Assistance benefits are stolen?
If a client's SNAP or Cash benefits are stolen, they must complete the following steps to request replacement benefits:
1. Obtain EBT Transaction history: Part of the process of requesting replacement SNAP and/or Cash Assistance benefits requires clients to review and make note of their EBT transaction history so that they can report the following information for each fraudulent transaction: the date the transaction occurred, the name and address of the business where the transaction occurred, the benefit type (whether Cash Assistance or SNAP), and the amount of each fraudulent transaction. The transaction history will include mostly transactions that clients remember making and purchases that they're familiar with, from stores that they frequent. However, there is also the possibility that they may see transactions that look strange—from stores they've never shopped at, maybe even in states that they've never visited. These kinds of transactions may indicate potentially fraudulent activity. Clients should consider fraudulent transactions to be ones that they did not make or consent to. DSS/HRA recommends that clients use any of the following methods to obtain their EBT transaction history
Option 1: Accessing 6-months of EBT transaction history at ebtEDGE or by downloading the ebtEDGE mobile app (available for download in the Apple App Store and Google Play Store). Please note: If clients have never used ebtEDGE, they will need to create an account using an email address and valid EBT Card Number. If they have reported their card stolen, they will need to wait for their new card to arrive to create an ebtEDGE account.
Option 2: Call the toll-free EBT Customer Service line at 1-888-328-6399. Through the Customer Service line, clients can access an automated menu that allows them to hear their ten most recent transactions. Clients can also use the automated menu to request a two-month statement of their account history. Clients can also review transactions with and request a two-month statement from a live Customer Service representative. Transaction history dating back up to three years is available via the EBT Customer Service Helpline. Agents are available 24/7 and offer assistance in the following languages: Arabic, Chinese, English, Haitian Creole, Italian, Korean, Russian, and Spanish.
2. Report their EBT card as lost or stolen immediately after realizing the theft: Prior to submitting a claim for replacement benefits, clients are required to take the following steps to ensure their benefits are protected: report their EBT card lost or stolen, request a new card and change their account PIN by visiting ebtEDGE or calling the EBT Customer Service at 888-328-6399. Clients should also consider utilizing the additional security features available like freezing/locking and their cards when not in use and blocking internet and out-of-state transactions, as needed.
Note: Clients are not required to report the benefit theft to the NYPD to submit a claim for replacement benefits with DSS/HRA. If clients have already reported their EBT card as lost or stolen after the theft, they do not need to report it lost or stolen again to submit a claim.
3. Submit a Claim for Replacement Benefits: After reviewing their transaction history and identifying the fraudulent transactions, the client can then submit their claim to DSS/HRA. To file the claim, they will need the following:
- Client Identification Number (CIN) of the head of household or case payee
- Case Number
- Current Mailing Address
- Date, location, benefit type, and amount of each fraudulent transaction.
The information the client lists for each transaction should be identical to what is listed for the transaction in their ebtEDGE transaction history. Providing inaccurate information may result in a denial of the claim request.
How can clients submit claims for replacement SNAP and/or Cash benefits?
Clients can submit a claim for replacement SNAP and/or CA benefits using any of the following methods:
Online: Submitting a claim online is the fastest and easiest way to file! Filing a claim online may take as little as 10 minutes if the fraud has already been reported and the client has reviewed & identified the suspected fraudulent transactions. Submitting an online claim is strongly recommended by DSS/HRA.
By mail: Clients can print a paper claim form from our website, or they can obtain a paper claim form by calling DSS OneNumber (718-557-1399) and requesting a form be mailed to them. Paper claim forms are also available in the local BAC or SNAP Center. Completed paper applications can be mailed to:
Department of Social Services
PO Box 02-9121
Brooklyn, GPO
Brooklyn, NY 11202
In-Person: Clients can submit a claim via paper form or on PC Banks in any Benefits Access, SNAP, or HASA Center. Find a Center near you.
When should a client expect to receive a decision on their claim?
Once a claim is submitted, the client should allow up to 30 calendar days to receive a decision notice in the mail. Clients should anticipate receiving their replacement benefits on their newest and most recently used EBT card at or around the time they receive their notice of determination.
Need Help Submitting A Claim?
If clients need assistance submitting their claims or have questions about the overall process, community-based organizations across the city can help. For more information on the assistance available or to schedule an appointment, clients should contact their preferred local organization at the phone numbers provided in the following links:
As a reminder, when obtaining transaction history online, both OTDA and HRA recommend relying on ebtEDGE to obtain this information instead of third-party applications.
Outreach Materials and Resources for Community Partners
DSS/HRA released the following resources which are available by visiting https://www.nyc.gov/site/hra/help/benefitreplacement.page.
These resources are available in the following languages: Arabic, English, French, Haitian Creole, Korean, Polish, Russian, Simplified Chinese, Spanish, Traditional Chinese, and Urdu.
The materials can be ordered through DPOS using the instructions below:
Community Partners interested in ordering materials from HRA and are ordering for the first time, should email DPOS (Design and Print Ordering System) Customer Service at DPOSCustomerService@dss.nyc.gov to have their organization/agency registered in the system. Once completed, the requestor will receive an email with a link to create an account, allowing their organization/agency the ability to order from HRA's catalog.
Organizations and agencies with already existing DPOS accounts, should log into their account using the appropriate link below:
