My EBT card shows as disconnected. What should I do?

Answered on October 31, 2026

A disconnected card usually means the card itself was deactivated, not that your benefits are gone. Your balance lives in your account, not on the plastic. The most common reason is that a replacement card was issued, which turns the old card off.

Call the EBT customer service number on the back of your card as soon as you notice it. Tell them the card shows as disconnected and ask what happened to the account. When you report a card lost, stolen, or damaged, the state must put an immediate hold on the account, and it must mail a replacement card or have one ready for pickup within two business days.¹

Your new card will not work until you activate it and set a new PIN. If your benefits were due around the same time, check your balance first through your state EBT portal or app. Deposit dates follow your state schedule, and a replacement card does not change your case. If the money still is not there after the card is fixed, call your caseworker.

Never share your PIN with anyone who calls or texts asking for it. Your state agency will never ask for your PIN or card number that way.

For the basics on how the program works, see SNAP.