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. 

Do I have to enter my PIN?

Merchant card terminals continue to be upgraded to accept EMV chip cards, and your experience will vary. We recognize the process of determining when to sign for a transaction and when to enter your PIN may be challenging. If you would like to sign for your transaction, some common options that will allow you to do so when prompted for your PIN, depending on the merchant, include:

  • Select "credit"

  • Select "Visa debit"

  • Press the red cancel button

  • Press the green button
Additionally, you may ask the cashier how to sign for the transaction when prompted for your PIN.

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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