How to Replace a North Carolina EBT Card and Change Your PIN

If you use EBT (Electronic Benefit Transfer) in North Carolina for Food and Nutrition Services (FNS) or Work First benefits, your card is essential. Losing it, having it stolen, or forgetting your PIN can be stressful—but there is a clear process to replace your North Carolina EBT card and change your PIN through official state channels.

This guide from HowToGetAssistance.org explains the typical steps, who to contact, what to expect, and how to protect your benefits. This site is informational only—it is not a government agency, not an application portal, and cannot replace your card or change your PIN for you. We’ll simply help you understand how to use the official systems more confidently.

Understanding Your North Carolina EBT Card

In North Carolina, EBT is used to access benefits like:

• Food and Nutrition Services (FNS) – often called SNAP or food stamps
• Work First – cash assistance for some families

Your EBT card works like a debit card at approved stores and ATMs (for cash benefits). It is linked to your case through the North Carolina Department of Health and Human Services (NCDHHS) and your county Department of Social Services (DSS).

Two things are critical for using your card:

• The physical EBT card
• Your 4-digit PIN (Personal Identification Number)

If either one is lost, stolen, or compromised, you should act quickly through official EBT hotlines or your local DSS office.

When You Should Replace Your North Carolina EBT Card

You will usually need a replacement EBT card if:

• Your card is lost
• Your card is stolen
• Your card is damaged and no longer swipes or reads correctly
• Your card number has been exposed (you gave it to someone you no longer trust, or a scammer got it)
• You notice suspicious transactions or benefits missing that you did not spend

If your card is simply not working at one store, you might ask the cashier to try again or test your card at a different store or ATM first. But if it fails repeatedly or is clearly damaged, it’s safer to request a replacement.

Who to Contact to Replace a North Carolina EBT Card

In North Carolina, replacement cards and PIN changes are generally handled through:

• The official North Carolina EBT Customer Service number on the back of your card, and/or
• Your county Department of Social Services (DSS) office

If you don’t have your card:

• You can usually find the EBT customer service number by searching for “North Carolina EBT customer service phone number” on a trusted search engine.
• You can find your local county DSS office by searching for “[Your County] NC DSS” or checking the directory on the official NCDHHS website.

Be sure you are on an official government website (usually ending in .gov or a known state domain) or calling a number listed there—not a third-party service that may charge fees.

Step-by-Step: How to Replace a North Carolina EBT Card

1. Call the Official EBT Customer Service Line

The most common way to request a replacement is to call the EBT customer service number for North Carolina.

When you call, be prepared to:

• Identify yourself:

  • Your name
  • Your date of birth
  • Possibly your Social Security number (SSN) or last 4 digits
  • Your EBT card number, if you have it written down or saved
  • Your mailing address on file

• Explain the situation:

  • “My card is lost.”
  • “My card was stolen.”
  • “My card is damaged and doesn’t work.”
  • “There are transactions on my card that I didn’t make.”

The representative or automated system will usually:

1. Deactivate your current card so no one else can use it.
2. Order a replacement card to be mailed to your address on file.
3. Tell you the expected delivery timeframe (often within about 7–10 days, though this can vary).

If your address has changed or is incorrect, you may be directed to contact your county DSS office to update your records before a card can be mailed.

2. Confirm or Update Your Mailing Address

Your replacement card will be mailed to the address on file with your case. If:

• You recently moved
• Your mail was returned as undeliverable
• You are staying in a temporary location

…then you may need to update your address with your county DSS office first.

You can usually do this:

• By phone: Call your local DSS office and ask how to update your address.
• In person: Visit the local DSS office during business hours.
• Online: Some counties or the state portal may allow address updates online through the official benefits system.

Be prepared to verify your identity and possibly provide proof of your new address, such as:

• A lease
• A utility bill
• An official letter mailed to you at the new address

Policies may vary by county, so ask your DSS worker what is required.

3. Wait for the Replacement Card to Arrive

After the replacement card is ordered:

• It will typically arrive by mail in a plain envelope that may not clearly say “EBT” on the outside.
• Delivery times can vary, but many people receive cards within about a week, sometimes a bit longer.

You usually cannot use your benefits until:

1. You receive the new card, and
2. You activate the card and set a PIN (or use your existing PIN, depending on how the system is set up at the time).

If you do not receive the card within the timeframe you were told:

• Call the EBT customer service line again.
• Confirm your mailing address and ask if the card was mailed or returned.
• Ask if another card needs to be reissued.

Some counties may allow pickup at the DSS office for urgent situations, but this is not guaranteed and policies vary. If you are in an emergency, ask your county DSS if any faster options are available.

Step-by-Step: How to Change or Reset Your North Carolina EBT PIN

You might need to change your PIN if:

• You forgot your PIN
• You think someone else might know your PIN
• You have had your card lost, stolen, or compromised
• You simply want a new PIN for added security

1. Call the EBT Customer Service Number

In North Carolina, the most common way to change or reset your PIN is by calling the official EBT customer service line listed on the back of your card or on the official state EBT information page.

You will typically:

1. Choose the option for PIN change or reset from the automated menu.
2. Enter your EBT card number.
3. Verify your identity, which might include:
   • The last 4 digits of your SSN
   • Your date of birth
   • Sometimes your ZIP code

2. Choose a New PIN

You will be asked to enter a new 4-digit PIN and then confirm it. For security:

• Avoid easy-to-guess numbers like:
  • 0000
  • 1234
  • Your birth year
  • Your address number
• Choose a PIN that is easy for you to remember but hard for others to guess.
• Do not share your PIN with anyone, even friends or relatives, unless you fully trust them and understand they will have access to your benefits.

Once the change is complete:

• Your new PIN is usually active right away, or within a short time.
• You can start using your card with the new PIN at stores and ATMs (for cash benefits).

Comparing: When to Replace the Card vs. Just Change the PIN

Below is a simple comparison to help you decide whether you need a card replacement, a PIN change, or both.

If you are unsure, calling the official EBT hotline is usually the fastest way to get clear instructions for your specific case.

What Documents or Information You May Need

When you call to replace your North Carolina EBT card or change your PIN, you typically need:

• Your full name
• Your date of birth
• Your EBT card number (if available)
• The last 4 digits of your SSN
• Your mailing address on file
• Possibly a case number (if you have it from DSS paperwork)

If you go in person to your county DSS office, you may also be asked for:

• A photo ID (driver’s license, state ID, or another accepted form)
• Proof of identity and residency, if your case information needs updating

Requirements can differ slightly by county, so if you’re planning an in-person visit, you can call the DSS office ahead of time and ask what to bring.

What Happens After You Request a Replacement Card

After you contact EBT customer service or your DSS office:

1. Your old card is deactivated

   • This prevents anyone else from using it.
   • Once disabled, it usually cannot be reactivated.

2. A new card is mailed

   • Sent to your address on file.
   • Timeframe often given is around 7–10 days, but can vary.

3. You set or confirm your PIN

   • Some systems may ask you to call again when the card arrives to set a PIN.
   • Others may let you reuse your existing PIN; follow the instructions that come with your card.

4. You check your balance

   • You can check your remaining benefits by:
     • Calling the EBT customer service number.
     • Using an official state EBT balance system, if available.
     • Checking your receipt after a purchase.

If you believe benefits were stolen or used without your permission, ask customer service or your county DSS about how to report fraud and whether any review or dispute process is available.

Common Issues That Can Delay Getting a New Card

People sometimes experience delays or problems getting a replacement North Carolina EBT card for reasons like:

• Old or incorrect address on file

  • The card is mailed to the wrong location or returned to the sender.

• Incomplete identity verification

  • If details do not match records, customer service might require you to visit DSS or provide more information.

• Missing mail or mailbox access problems

  • Shared or insecure mailboxes can lead to lost or stolen mail.

• Holidays or mail disruptions

  • Mailing time can be longer around major holidays or due to postal delays.

If anything seems delayed:

1. Call the EBT customer service hotline to confirm that a card was mailed and when.
2. Confirm the address on file.
3. If necessary, contact your county DSS office to correct information and ask whether another card can be sent.

What If Your EBT Card Problems Affect Your Access to Food or Cash?

If you are waiting on a replacement card and have no way to buy food or access cash benefits, you can:

• Tell your DSS worker about the situation

  • Ask if there are any emergency options or local referrals.

• Call 211

  • 211 is a commonly recognized community resource line in many states (including North Carolina) that can connect you to:
    • Food pantries
    • Emergency food assistance
    • Local charities and nonprofits

• Ask about emergency food assistance

  • Some local food banks or community organizations provide emergency help without lengthy paperwork.

These options are separate from EBT but may help while you are waiting for your replacement card or resolving a PIN issue.

Protecting Your North Carolina EBT Card and PIN

To prevent problems in the future, it can help to:

• Memorize your PIN, but do not write it on the card or keep it in your wallet.
• Do not share your PIN with store clerks, strangers, or people you do not fully trust.
• Be cautious of texts, emails, or social media messages that:
  • Ask for your card number
  • Ask for your PIN
  • Promise “extra benefits” or “fast cash” if you provide EBT details

Official EBT staff and government agencies do not ask for your PIN over text message, email, or social media.

If you suspect someone is trying to scam you:

• Do not reply or click links.
• Call the official EBT customer service number printed on your card or listed on the official NCDHHS or EBT information page.
• You may also report suspected scams to your county DSS office.

How to Make Sure You’re Using Official North Carolina Channels

Before sharing your EBT card number, Social Security number, or any personal information, double-check that you are using an official contact point. Here are practical tips:

• Websites:

  • Look for addresses ending in .gov or clearly identified as official state portals (often listed on NCDHHS materials).
  • Avoid sites that ask for payment to “unlock benefits” or promise guaranteed extra funds.

• Phone numbers:

  • Use the number printed on the back of your EBT card.
  • Or use a search engine to find the official NCDHHS or county DSS website, then confirm the EBT or DSS contact numbers listed there.

• Offices:

  • Visit your county Department of Social Services (DSS) office, not a private business claiming to “fix benefits” or charge processing fees.

HowToGetAssistance.org is not an official state portal and cannot access or manage your benefits. All applications, card replacements, PIN changes, and case updates must go through the official North Carolina EBT systems and DSS offices.

By contacting the official EBT customer service line and, if needed, your county DSS office, you can typically replace a lost, stolen, or damaged North Carolina EBT card and change your PIN in a few straightforward steps. Acting quickly and keeping your PIN secure will help you protect your benefits and avoid interruptions in accessing food and cash assistance.