Frequently Asked Questions

Log In Information Beginning August 27, 2018

On August 27, 2018, how will I log in to True Blue Online®?

At your first log in, enter your User ID using all lower case letters (if your current User ID has upper case letters, enter them as lower case), in the login box at capfed.com. 

NOTE: If you change your User ID at any time, you will use your new User ID with upper case letters. 

Your password will be your 4-digit PIN number for the first login. This is the PIN you use for transactions at the ATM. You will then be prompted to reset your password. For all subsequent logins, please use your newly created password.

Also, you will be asked to receive a one-time security code. To do this, you must have a current phone number on file. If your phone number (home or cell) is no longer accurate, you must visit a Capitol Federal® branch to update.

Once you receive your one-time security code, follow the instructions provided.

You may have to authenticate yourself each time you log in for the first several logins. This is a dynamic security feature, so depending on where you log in, or the security settings on your device you will have to authenticate yourself.


GENERAL INFORMATION

I can't see all of my transaction information, what is wrong?

Full transaction information will be available the day after your first log in. After that time, to see the full description of a transaction you must click on each transaction individually.  You may also elect to review transactions within the Mobile App or Personal Finance Manager. Both of these options provide more transaction detail without clicking each transaction.

How do I update my phone number on file?


You may update your contact information under the settings tab in True Blue Online.

Will I still be able to use Bill Pay with the new update?

Yes, Bill Pay remains a feature on True Blue Online. You may access it by selecting the Payments tab.

Am I going to be charged to transfer money now?

We offer both internal and external transfer options. Internal transfers between Capitol Federal accounts do not incur a fee. A service fee may apply to transfer funds between and account from Capitol Federal and an account at an outside institution. This is called an External Transfer. At the time of scheduling or modifying a transfer, if a fee does apply the amount will be displayed next to the Delivery Speed selection.

Will I be able see my eStatements like I could before?

Yes, you have access to your monthly eStatements. They are located under the Documents Tab and are available for download and viewing. 

What new features and services are available with the upgrade?
• FREE mobile deposit
• New tablet app for iPad®, Android and Kindle tablets
• Added security with step-up authentication and added alert options by email and text
• Easier access to eStatements and other online documents
• New and updated navigation to find items quickly
• Touch ID® available for easy sign-on with your fingerprint
• Ability to edit payees and use People Pay within the mobile app
.... and more!



Bill Payment Information

What information or payments will not carry over to the new online banking system?

Account alerts, eStatements, eBills and External Transfers will NOT carry over to the new TBO.  These will need to be re-established after August 27. If you currently use eBills or external transfers, click here.

What information or payment WILL carry over to the new online banking system?

Existing bill payment information, including payees, payment history, contacts and other information will transfer automatically, no action is required. Your account numbers, deposit and loan account rates, check information, direct deposit and ACH information and True Blue® Direct Visa® debit card PIN will not change.

How will Bill Pay dates change after the upgrade?

Bill Payment processing changes will affect the timing of debits from your accounts:

•  CURRENT ONLINE BILL PAYMENT (prior to 8/27/18):
Payments are debited from your account on, or after, the due date you set for your payment. This leaves you sometimes wondering when the funds may come out of your account because you are waiting for the biller to cash your payment.

•  NEW ONLINE BILL PAYMENT (after 8/27/18):
Under the new model, payments will be debited on the day you select. This will be 2-4 days prior to the delivery date to provide enough time for sending of the payment. This gives you more control on when the funds are debited from your account. You will know when the money is set to come out of your account.

After conversion will I be able to see previous payments to payees?

Yes, you will be able to see prior payments from the old TBO in the new TBO, after conversion.

I cannot see my Payees, where did they go?

If you are unable to see your Payees in Bill Pay, check under the Pay Many tab and locate the "view" option. Make sure you are viewing "all", not "Due in 30 days".


Quicken Information

Can I use Quicken® Direct Connect after the conversion to the new True Blue Online®?
No, Quicken® Direct Connect will no longer be supported. All Quicken users will use either Web Connect or Express Web Connect.  For more information, and to learn how to change your Quicken connection, click here.



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