How to Replace a Kentucky EBT Card and Change Your PIN

If you use a Kentucky EBT card for SNAP (food benefits) or other assistance, losing your card or needing to change your PIN can be stressful. This guide walks through how to replace a Kentucky EBT card and how to change your EBT PIN, and what to expect at each step.

HowToGetAssistance.org is not a government agency and cannot issue, replace, or manage EBT cards. This article simply explains typical steps so you know how to work with official Kentucky EBT offices and phone lines.

Understanding Your Kentucky EBT Card

A Kentucky EBT card (Electronic Benefit Transfer) is a plastic card that works like a debit card:

• It holds your SNAP food benefits and sometimes cash assistance, if you qualify for those programs.
• You use it at grocery stores, some farmers markets, and other approved retailers.
• You must use a 4‑digit PIN (Personal Identification Number) every time you pay.

If your card is lost, stolen, damaged, or not working, or if you think someone else knows your PIN, you should act quickly to protect your benefits.

When You Should Replace Your Kentucky EBT Card

You usually need a replacement Kentucky EBT card if:

• Your card is lost and you can’t find it.
• Your card was stolen.
• Your card is damaged (cracked, bent, unreadable, or the strip/chip won’t scan).
• Your card is not working at stores, even after several tries.
• Your name has legally changed and you want a card with your new name (in some cases).

If anyone else might have your card or know your PIN, you should treat it as an emergency and call the official EBT customer service number right away to stop unauthorized use.

Step-by-Step: How to Report a Lost or Stolen Kentucky EBT Card

To protect your benefits, the first step is always to report the card lost or stolen.

1. Call the Official Kentucky EBT Customer Service Line

On the back of your card, there is usually a 24/7 toll-free number for EBT customer service. If you don’t have your card:

• Look up the official Kentucky EBT customer service number through:
  • The Kentucky Cabinet for Health and Family Services website, or
  • Your local Department for Community Based Services (DCBS) office, or
  • The EBT information page on Kentucky’s official benefits portal.

When you call, be prepared to:

• Choose the option to report a lost, stolen, or damaged card.
• Enter your card number if you know it, or
• Follow prompts to verify your identity without the card number.

2. Verify Your Identity

The EBT system or representative will usually ask for information to confirm you are the cardholder, such as:

• Your full name
• Your date of birth
• Your mailing address
• The last 4 digits of your Social Security number
• Possibly your case number or other identifying details

Answer as accurately as you can. This helps prevent fraud and ensures the replacement card is sent to the right person and address.

3. Request a Replacement Card

After your card is reported lost, stolen, or damaged:

• Ask the representative to cancel the old card.
• Confirm you want a replacement Kentucky EBT card mailed to you.

Typically:

• Any remaining benefits on your account stay available.
• The old card cannot be used once it is canceled.

You may also ask:

• How long it should take to receive your new card.
• If there is any fee for a replacement (if Kentucky charges fees for multiple replacements, the representative can explain).

How Long It Usually Takes to Get a Replacement Kentucky EBT Card

Most Kentucky EBT replacement cards are mailed to the address on file. Typical timelines can be:

• Standard mail: often 5–10 business days, depending on mail speed and processing.
• If mail is slow or there are holidays, it may take longer.

If you do not receive your card within the expected timeframe:

1. Call the Kentucky EBT customer service line again.
2. Confirm your mailing address is correct.
3. Ask if the replacement card was issued and mailed, and when.

In urgent situations, some people may be able to:

• Visit a local DCBS office and ask whether any in-person card services are available.
  • Not all locations can print cards on-site, so call ahead or check the official website to avoid a wasted trip.

Table: When to Call for Help and Who to Contact

Always confirm you are calling an official state or EBT number, not a private or third-party service.

How to Change Your Kentucky EBT Card PIN

You may need to change your EBT PIN if:

• You forgot your current PIN.
• You think someone else knows your PIN.
• Your card was lost or stolen, and you want extra security.
• You just want a new PIN for peace of mind.

There are usually two main ways to change your Kentucky EBT PIN: by phone or sometimes through an official EBT website/portal.

Option 1: Change Your PIN by Phone

1. Call the Kentucky EBT customer service number.
   Use the number on the back of your card or the official number from the Kentucky benefits agency.

2. Follow the automated menu.
   There is usually an option like “Change your PIN” or “PIN selection.”

3. Enter your EBT card number.

   • If you don’t know your card number, you may be routed to a representative who can help verify your identity in another way.

4. Confirm your identity.
   You may be asked for:

   • The last 4 digits of your Social Security number or another identifying piece of information.

5. Choose a new 4‑digit PIN.

   • Avoid easy combinations like 0000, 1234, or your birth year.
   • Pick something you can remember but that others can’t easily guess.

6. Memorize your new PIN and do not share it.
   Never write your PIN on your card or keep it in your wallet with the card.

Option 2: Change Your PIN Online (If Available)

Some states allow EBT cardholders to manage PINs through an official online EBT portal. If Kentucky participates:

1. Go to the official Kentucky EBT or benefits portal.
2. Create or sign in to your online account.
3. Look for a section like “Card Management” or “Change PIN.”
4. Follow the prompts to:
   • Verify your identity
   • Enter your current PIN (if required)
   • Choose a new PIN

If you are unsure whether Kentucky offers online PIN changes, check:

• The information mailed with your EBT card
• The Kentucky Cabinet for Health and Family Services website
• Your local DCBS office for guidance

What If You Don’t Remember Your Current PIN?

If you forget your PIN:

• Call the Kentucky EBT customer service line.
• Choose the option for PIN selection or PIN reset.
• You will be guided through identity verification and then allowed to set a new PIN.

You do not usually need to know the old PIN to reset it, as long as you can prove your identity through other details.

Protecting Your Kentucky EBT Card and PIN

Keeping your EBT card and PIN secure helps prevent stolen benefits. Some simple practices:

• Do not share your PIN with anyone, including friends or roommates.
• Avoid writing the PIN on the card or keeping it in the same wallet.
• Shield the keypad when you enter your PIN at the store.
• Regularly check your balance and recent transactions using:
  • The EBT phone system,
  • Any official EBT mobile app (if Kentucky offers one), or
  • Receipts from recent transactions.

If you see charges you don’t recognize, contact the EBT customer service line immediately.

What Happens to Your Benefits When Your Card Is Replaced?

When you request a replacement Kentucky EBT card:

• Your benefits stay in your account, not on the physical card itself.
• The old card is canceled, and cannot be used anymore.
• The new card will access the same account and balance, once activated.

Typically, you will need to:

• Activate your new card by phone when it arrives.
• Choose a PIN (or reuse an existing PIN, depending on the system).

Follow the written instructions that come with your new card carefully.

Common Issues and How to Handle Them

1. The New Card Never Arrived

If your replacement card does not arrive:

• Call the Kentucky EBT customer service line.
• Confirm:
  • The mailing date of the card.
  • The address they have on file.
• If the address is wrong, you may need to:
  • Contact your local DCBS office or your caseworker to update your address, then request a new replacement.

2. Card Keeps Getting Declined

If your EBT card is consistently declined:

• First, check your balance using:
  • The official EBT phone line, or
  • Any official portal or app.
• Confirm:
  • Your PIN is correct.
  • The store is an authorized EBT retailer.
• If the problem continues, call EBT customer service to:
  • Report the issue,
  • Check for card damage or technical problems, and
  • Request a replacement if needed.

3. You Think Someone Used Your Benefits

If you see suspicious transactions:

1. Call Kentucky EBT customer service immediately.
2. Ask for:
   • A review of your transactions.
   • Cancellation of your current card.
   • A new card and PIN.
3. Ask if there is any process to dispute charges or report fraud.
   Policies on replacing stolen benefits can be strict, but the representative can explain your options and next steps.

How to Confirm You’re on an Official Kentucky EBT Channel

To avoid scams:

• Official phone numbers:
  • Verify by checking:
    • The number printed on your EBT card or official mail from Kentucky.
    • The number listed on the Kentucky Cabinet for Health and Family Services website.
• Official websites and portals:
  • Look for:
    • Web addresses ending in “.gov” for state government pages.
    • Clear references to Kentucky and EBT/SNAP.
• Avoid:
  • Third-party websites that ask for your full card number and PIN outside of a clearly official EBT portal.
  • Social media posts or messages offering “extra benefits,” cash in exchange for your card, or guaranteed approvals.

If you are unsure whether a number or website is official:

• Call your local DCBS office using a phone number you can find through the state government directory or 211.
• Ask them to confirm the correct EBT customer service line or portal.

Where to Get More Help in Kentucky

If you have questions or run into problems with your Kentucky EBT card:

• Contact the Kentucky EBT customer service line for:
  • Card replacement,
  • PIN changes,
  • Balance inquiries, and
  • Transaction questions.
• Contact your local Department for Community Based Services (DCBS) office for:
  • Address updates,
  • Case information,
  • Questions about your eligibility or benefit amount.
• Call 211 (in most areas) to be connected with:
  • Local food pantries,
  • Community organizations, and
  • Other support services if you are experiencing an immediate food or financial hardship.

HowToGetAssistance.org cannot issue or manage EBT cards, but by understanding how Kentucky’s EBT replacement and PIN processes usually work, you can move more quickly through the official channels to protect your benefits and restore access to your account.