EMV Chip Frequently Asked Questions

General FAQs

Why am I receiving a new card?

In an effort to enhance security, your new True Blue® Direct Visa® debit card now includes chip technology. The embedded chip improves fraud protection when you make purchases at chip-enabled terminals. It also provides global acceptance.

Can I still use my old True Blue Direct Visa debit card?

Your new Capitol Federal® Visa debit card replaces your existing card. It still provides all the same features and benefits you currently receive, in addition to enhanced security and global acceptance.

Will I have to pay any fees to use my chip card?
There are no additional fees to use your new card when using your signature to authorize transactions. A $0.35 fee will be assessed for each True Blue Direct Visa debit card transaction authorized using your PIN.

My grocery store won't let me run my debit card as a credit transaction. Why?
Some stores are indicating PIN entry is a more secure verification method. Please remember the first line of security for every EMV chip transaction is the one-time code that is generated every time the chip card is used at a chip enabled terminal. By requiring customers to enter a PIN, the stores are not allowing consumers the ability to choose their method of validation. Capitol Federal continues to support Visa's requirement to offer consumers the ability to choose their method of validation by allowing PIN bypass. 

Why is the merchant requiring me to enter my PIN?
As merchants enable their EMV capable terminals, some have opted to only allow PIN authenticated debit transactions. If the merchant accepts Visa, they must allow the cardholder the opportunity to choose signature for transactions on any card bearing the Visa logo. If a merchant refuses to allow you to sign for your transaction and accepts other Visa cards, they may be in violation of their processing agreement. Please report any occurrence of this type to Customer Service by logging in to True Blue Online® and sending a secure message. Please include the merchant name, transaction date and time, plus the last four digits of your card number. Capitol Federal will report the matter to Visa.

Will I be charged if a merchant requires my PIN?
Since the fee associated with PIN authenticated transactions applies to all PIN authenticated transactions, a $0.35 point-of-sale (POS) fee will be assessed. As Capitol Federal discovers instances of merchants who may be in violation of the processing agreement, point-of-sale fees are being automatically refunded to affected customers by the fifth business day of the month following the transaction fee. Capitol Federal is actively researching any reported incidents of merchants requiring a PIN on EMV transactions where other Visa cards are accepted without PIN entry and reporting them to Visa. Merchants who accept Visa transactions should allow cardholders with a Visa-branded card to authenticate their transaction by signature or PIN.

If you believe you have been improperly assessed a fee please notify Customer Service by logging in to True Blue Online and sending a secure message. Please include the merchant name, transaction date and time, plus the last four digits of your card number.

We recognize our customers' frustrations with the rollout of the EMV chip terminals across the United States. The merchant payment system is diverse, and merchants have a choice in how they program their EMV terminals. This means the experience at the point of sale may be different for each place you visit based on how their terminals are configured.

Even though the experiences may be different, please know your True Blue Direct VISA debit card is accepted everywhere VISA is accepted. And remember, you continue to be protected by Visa's Zero Liability Policy. In the event your card is lost or stolen, you are covered against unauthorized use.

Your satisfaction when using your True Blue Direct debt card is very important to us. Here are a few tips, which may help when making purchases at stores around town:

  • Inquire with the clerk at the checkout what options you have when paying with your debit card.
  • Sometimes pressing the red cancel button when prompted for the PIN cancels the transaction. You may try to press the green button instead when prompted for the PIN.
  • Sometimes, your transaction total may not require a PIN or a signature. Don't worry, this is by design at some merchants.
  • As always, do not hesitate to contact us if you have questions. We are here to help make this transition as easy as possible.

Security and Acceptance FAQS

How does my chip-enabled card protect my information?
Every time you use your True Blue Direct Visa debit card at a chip-enabled terminal, the embedded chip generates a one-time use code. This code is virtually impossible to counterfeit and helps reduce in-store fraud.

Am I still protected by Visa’s Zero Liability Policy?

Yes. If your card is lost or stolen, Visa’s Zero Liability Policy covers you. This means you are protected against unauthorized use. Notify Capitol Federal immediately of any unauthorized use.

Where can I use my chip card?
You can use your card at millions of places that accept Visa debit cards, online and around the world.

Can account data from a Visa chip card be stolen and fraudulently used?
All Visa cards offer protection from unauthorized use of your card or account information. Visa chip technology offers another layer of security when used at a chip-enabled terminal. While Visa chip technology generates a one-time use code that’s virtually impossible to counterfeit, the account information may still be subject to compromise. Notify CapFed® immediately of any unauthorized use and know you are protected with Visa’s Zero Liability Policy.

Do I need to use a PIN with my Visa chip card?
In most cases, you’ll want to sign for debit purchases – just like you do today. You may also use a PIN if you prefer; transaction fees apply.

Card functionality faqs

I’m not sure I’ve seen a chip-enabled terminal. Is there anything different about how I pay?
More of the places you like to shop are transitioning to chip-enabled terminals every day. The checkout process is only slightly different than usual. First, swipe your card like you do today. If a chip-enabled terminal is available, you will be prompted to insert the chip end of your debit card into the terminal with the chip facing up. Leave your card in the terminal and follow the prompts on screen. At a restaurant, a portable terminal may be brought to your table.

Why do I need to leave my card in the terminal?
While your card is in the chip-enabled terminal, the embedded chip creates a one-time use code. This code is virtually impossible to counterfeit and helps reduce in-store fraud. If you remove your card too soon, your transaction will be canceled and you may also risk damage to the card.

Can I still swipe my card to pay?

Yes. If a merchant is not yet chip-enabled, simply swipe your card. Select CREDIT and sign for your purchase, if necessary. You may also use your PIN if you prefer, transaction fees apply. If the merchant is chip-enabled you will be required to insert your card.

I tried to use my card at a chip terminal but it didn’t work. Why?

Some merchants may have installed chip terminals, but haven’t activated them yet. In these cases, simply swipe your card to pay.

Can I still access my account at the ATM?
Yes. You can use your chip card at the ATM just like always. Be sure to insert the chip end of your debit card into the ATM with the chip facing up. Your card will remain in the ATM until your transaction is complete.

Account specific faqs

Has my card information changed?
For your convenience, your card number has not changed. Your card may have a new expiration date and CVV security code (three digits on the back of your card), so be sure to update your information with billers that charge your card regularly. Additionally, update your digital wallet (e.g. Google Wallet, Apple Pay™) with your new card information.

Has my PIN changed?
No. You can still use the same PIN with your new card.

Does my new card have all the same benefits?
Yes. You can count on the same level of benefits you have always enjoyed.

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