If you receive food stamps or cash assistance in New York and need to contact the New York State Office of Temporary and Disability Assistance (OTDA), which administers the Supplemental Nutrition Assistance Program (SNAP) and Temporary Assistance for Needy Families (TANF), there are a few different ways to reach an EBT customer service representative.
Call the EBT Customer Service Hotline
The quickest way to talk to an EBT representative is to call the toll-free EBT Customer Service Hotline at 1-888-328-6399. This hotline is available 24/7.
When you call, listen carefully to the prompts. You’ll need to enter your card number and PIN. Then press 2 for account inquiries. This will connect you with an EBT representative who can answer questions about your account balance, recent transactions, reporting lost or stolen cards, and more.
Some common questions that the EBT representative can help with over the phone include:
- Checking your SNAP or cash assistance balance
- Reporting a lost, stolen or damaged EBT card
- Resetting your PIN
- Disputing fraudulent charges
- Requesting a card replacement
- Asking about pending deposits to your account
The EBT call center representatives are available to help with account-related inquiries. However, they cannot assist with issues about your eligibility for benefits. For those types of questions, you would need to contact your local department of social services office.
Visit Your Local DSS Office
Another option for speaking directly with an EBT representative is to visit your local county Department of Social Services (DSS) office.
The DSS office can provide assistance with:
- Questions about your eligibility and benefit amount
- Reporting changes in household size, income, address, etc.
- Checking the status of a benefits application
- Submitting required documentation
In addition, many local DSS offices have an EBT customer service terminal available. You can go to this terminal during business hours and connect directly to an EBT representative over a video line. This allows you to get face-to-face help with your EBT account.
To find your local DSS office, visit this directory and select your county. Contact the office to check their hours and what services are currently being provided in person versus by phone/online due to COVID-19.
Chat Online with an EBT Representative
New York recently launched a live online chat feature for EBT cardholders. You can chat in real-time with an EBT representative through the ebtEdge website.
To use the chat function, you will need to log in to your ebtEdge account first. Then look for the “Chat Now” box on the right side of the screen. This will open a chat window where you can explain your issue and receive assistance from a representative.
The online chat can help with questions about:
- Checking your balance
- Resetting your PIN
- Reporting a lost or stolen card
- Disputing fraudulent charges
- And more
Chat agents are available Monday through Friday from 7am to 6pm ET. There may be long wait times depending on how busy they are.
Contact Your Local EBT Office
Each county in New York has an EBT coordinator office that can provide assistance over the phone. To find contact information for your local office, go to the OTDA website.
Your county EBT coordinator can help with issues like:
- Questions about when your benefits will be issued
- Reporting a lost or stolen EBT card
- Checking on the status of your EBT card request
- Pin reset requests
They may have limited hours and availability compared to the statewide customer service line. But contacting them can be an option if you are having trouble reaching an EBT representative through other methods.
Request a Callback from EBT Support
If you are unable to reach an EBT representative by phone or online chat, you can request a callback.
To request a callback:
- Call the EBT Customer Service Hotline at 1-888-328-6399.
- When prompted, press 2 to be connected to an agent.
- If you get a message that wait times are longer than normal, stay on the line.
- When an agent answers, let them know you have an urgent issue and would like a callback.
- Leave your name, phone number, and the best time to reach you.
An EBT representative will call you back as soon as possible, usually within 24 hours. This can help ensure you get help with time-sensitive issues, even when call volumes are high.
Contact EBT Support Through Social Media
You can also try contacting the New York EBT Customer Service team through their social media accounts. This allows you to explain your problem and arrange for phone assistance.
Available social media options include:
- Facebook: Send a direct message to the New York State OTDA Facebook page
- Twitter: Tweet @NYSOJTDA with your issue and request for a representative to call you
A customer service agent will respond through social media to collect your contact information and have an EBT representative reach out to help resolve your issue.
Communicate Through the EBT Website
You can submit online web forms to get assistance from EBT customer service:
- Go to the ebtEdge website and log into your account.
- Under the “Help & Support” menu, select “Contact Us.”
- Choose the category related to your question.
- Fill out the form providing details on your issue.
- Enter your contact information so an EBT representative can follow up.
Using the website contact form creates a ticket for your request that is routed to EBT customer support. You should receive a response within 1-2 business days, either through email, phone or mail.
Email EBT Customer Service
You can send an email directly to the EBT Customer Service Center in order to request assistance:
- Email [email protected]
- Make sure to include your name, contact information, and card number in the email
- Describe your issue or question in detail
- Attach any relevant documentation if needed
A representative will respond to your email within approximately two business days. However, if you need assistance right away, it is better to call for live assistance.
Some tips for communicating effectively via email with EBT representatives:
- Use a clear subject line that summarizes your issue
- Be brief but include important details
- List any steps you have already taken to resolve the problem
- Be clear on any next steps or resolution you are seeking
Write a Letter to EBT Customer Service
You can also submit questions and requests for assistance via postal mail:
- Address your letter to:
- EBT Customer Service Center
- P.O. Box 7374
- Albany, NY 12225
- Include your name, address, phone number, EBT card number
- Describe your question or issue clearly
While contacting EBT by letter is slower than other options, it creates a paper trail. This can be useful if you need documentation on requesting a replacement card, disputing charges, or reporting other issues.
A representative will respond in writing within approximately 15 business days from receipt of your letter. So only use this method if your issue is not urgent.
Tips for Communicating Effectively with EBT Representatives
Here are some tips to make your interactions with EBT customer service representatives go smoothly:
- Have your EBT card number ready. This allows the representative to easily look up your account.
- Know your PIN. You will need this to confirm your identity and access account information.
- Write down your question ahead of time. This helps you communicate clearly and remember all details.
- Stay calm and patient. Representatives can better help if the interaction is positive.
- Take notes. Document any important information the representative provides.
- Get reference numbers. If you report an issue or submit a request, ask for a confirmation number.
- Say thank you. Being polite goes a long way in getting good customer service.
By being prepared with account information, writing down your issues, and communicating calmly and clearly, you are more likely to have a productive interaction with an EBT representative. This will help resolve your issues as quickly as possible.
Conclusion
Communicating with an EBT representative allows you to get assistance promptly resolving account issues and questions. By calling the customer service hotline, visiting a local office, using online chat, or sending an email or letter, you can get the help you need from a knowledgeable source.
Knowing the right contact method for your particular question or issue will ensure you receive a fast and effective response. With many options available for reaching out, New York EBT cardholders have access to excellent customer service and support.