What happens when your PERC card stops working

A PERC card (Personal Energy Reserve Card) is a state-issued payment card that holds your benefits. If your card has expired, been suspended, or stopped working, you cannot access your funds until it is reinstated. Reinstatement means reactivating the card so it works again at point-of-sale terminals and ATMs.

The reinstatement process depends on why your card stopped working. If it expired because the card reached its end date, you will need to request a replacement. If it was suspended due to inactivity or a security issue, you may be able to reactivate it by phone or online. If it was locked because of too many wrong PIN attempts, you will need to reset your PIN.

The fastest way to find out your card's status and what you need to do is to call the customer service number on the back of your card, or contact your state's benefits agency directly. They can tell you in one call whether your card needs replacement, reactivation, or a PIN reset.

Key Takeaways

  • An expired PERC card requires a replacement card, which your state's benefits agency will mail to you at the address on file.
  • A suspended or locked card can often be reactivated by calling customer service and verifying your identity with your Social Security number and date of birth.
  • If your card was suspended due to inactivity, using it once will usually reactivate it without any additional steps.
  • A locked PIN (from too many wrong attempts) requires a PIN reset, which you can do by phone or through your state's online benefits portal.
  • Replacement cards typically arrive within 7 to 10 business days, so contact your state's agency as soon as you notice your card is not working.

Expired PERC card: requesting a replacement

If your card has passed its expiration date (printed on the front), it will no longer work at any terminal. You cannot reactivate an expired card — you must request a replacement. Your state's benefits agency will automatically mail a new card to the address they have on file, usually 30 days before your current card expires. If you did not receive it, or if your address has changed, you need to contact them directly.

Call the customer service number on the back of your old card or contact your state's benefits agency. Tell them your card has expired and ask them to confirm your mailing address and reissue a replacement. They will mail a new card at no cost to you. The replacement usually arrives within 7 to 10 business days, though this varies by state.

While you wait for the replacement, you cannot withdraw cash or make purchases with the expired card. If you need funds urgently, ask your state's agency whether they can issue an emergency card or temporary access code.

Suspended card: reactivating through customer service

A card is often suspended after a long period of inactivity (usually 90 days or more without a transaction). Suspended cards can usually be reactivated without ordering a replacement. Call the customer service number on the back of your card and have your Social Security number and date of birth ready. The representative will verify your identity and reactivate the card, which usually takes a few minutes.

Once reactivated, your card should work when ready at ATMs and point-of-sale terminals. If it does not work after reactivation, try using it at an ATM first — sometimes a small withdrawal resets the system faster than a purchase. If the card still does not work after 24 hours, call customer service again and ask whether the card needs to be replaced.

Some states allow you to reactivate a suspended card through their online benefits portal instead of calling. Log in with your username and password, look for a "Card Management" or "Account Settings" section, and select the option to reactivate. Check your state's website or the back of your card for the online portal link.

Locked PIN: resetting your access code

If you entered your PIN incorrectly too many times (usually three to five attempts), your card will lock to prevent fraud. A locked PIN is different from a suspended card — the card itself is fine, but you cannot use it until you reset your PIN. You will see an error message at the terminal saying "PIN locked" or "too many attempts."

To reset your PIN, call customer service and verify your identity with your Social Security number and date of birth. The representative will unlock your card and either reset your PIN to a temporary one (which you can change later) or walk you through creating a new PIN over the phone. Once reset, your card should work when ready.

You can also reset your PIN through your state's online benefits portal if it offers that feature. Log in, go to "Card Management" or "Security Settings," and select "Reset PIN." You will be asked to verify your identity and create a new four-digit code. Write down your new PIN and keep it in a safe place — do not share it with anyone.

Card blocked for fraud or security reasons

If your card was blocked because of suspected fraud or a security issue, your state's benefits agency will contact you directly, usually by phone or mail. They may ask you to verify recent transactions or confirm that your card was not stolen or misused. Do not ignore these notices — your card will remain blocked until you respond.

If you receive a call or letter about fraud, call the number provided in the notice (not a number you find online, to avoid scams). Have your card and Social Security number ready. The representative will ask you to confirm which transactions were yours and which were not. Once you verify your identity and the transactions, they will unblock your card.

If your card was stolen or you believe someone used it without permission, report it when ready. Your state's benefits agency can cancel the card and issue a replacement with a new number. You are not responsible for fraudulent charges once you report the card as stolen, but you must report it as soon as you notice it is missing.

What to do if your card still does not work after reinstatement

If you have reactivated your card, reset your PIN, or received a replacement, but the card still does not work, there may be a technical issue or a problem with your account. Try using the card at a different terminal or ATM — sometimes one machine is broken while others work fine. Wait 24 hours and try again, as system updates can cause temporary outages.

If the card still does not work after 24 hours, call customer service again. Have your card number, Social Security number, and the specific error message you received ready. The representative can check whether your account is active, whether there are holds on your funds, or whether the card needs to be replaced due to a technical fault.

If customer service cannot resolve the issue, ask to speak with a supervisor or request that they escalate your case. Ask for a reference number so you can follow up if the problem is not fixed within a few days. Some states also have a benefits ombudsman or advocate office that can help if you are having trouble getting your card reinstated.

Frequently Asked Questions

How long does it take to get a replacement PERC card?

Replacement cards typically arrive within 7 to 10 business days, though timing varies by state. Some states offer expedited replacement for an additional fee, or emergency cards that work when ready while you wait for the permanent card. Call your state's benefits agency to ask about faster options.

Can I use my PERC card online or over the phone while waiting for a replacement?

Most PERC cards cannot be used for online or phone purchases. You will need the physical card to make transactions. Some states offer a temporary access code or emergency card while you wait for the replacement, so ask your benefits agency what options are available.

What if I forgot my PIN and my card is locked?

Call customer service and verify your identity with your Social Security number and date of birth. They will unlock your card and reset your PIN. You can create a new PIN over the phone or through your state's online portal. Write down your new PIN and keep it safe.

Do I lose my benefits if my card is suspended or expired?

No. Your benefits remain in your account even if your card is not working. Once you reinstate or replace your card, you can access those funds. If your card has been suspended for a very long time, some states may have policies about inactive accounts, so contact your benefits agency to confirm your funds are still there.

What should I do if my PERC card was stolen?

Report it to customer service when ready by calling the number on the back of your card. They will cancel the card and issue a replacement with a new number. You are not responsible for fraudulent charges once you report the card as stolen. Ask for a reference number and follow up to make sure the replacement card is on its way.