If you're using CitrusPay card terminals in store, you may find that there are occasions where customers will be asked to enter their PIN without inserting their card. So we've put together some guidance on why this might happen and what you can expect.

This guide refers specifically to CitrusPay card terminals with Model ‘Saturn 1000’ and Type ‘S1F2’. You can check this information on the back of your card terminal:

At what transaction value is a PIN required?

The need for a PIN varies depending on the type of transaction (e.g. contactless vs. chip & PIN) and the rules set by the card issuer. While CitrusPay’s platform enforces customer verification for contactless transactions over £20, this doesn’t always mean entering a PIN.

For example, mobile wallet users (such as Apple Pay or Google Pay) may complete higher-value contactless payments without a PIN, as unlocking the phone or using biometrics counts as customer verification.

Please note that CitrusPay does not have complete control over when a PIN is required—this is ultimately determined by the card-issuing bank.

If a PIN is required, does the card need to be inserted into the terminal?

Not always. In cases where a customer uses a mobile wallet, they may be prompted to enter a PIN directly on the device—even without inserting the physical card.

When is card insertion mandatory for PIN entry?

Card insertion becomes mandatory when the card issuer does not support online PIN verification. In such cases, the card and terminal must verify the PIN directly.

If online PIN verification is supported, the terminal can send the entered PIN to the issuer for real-time validation, and card insertion may not be necessary.

Can a customer ever be asked to confirm a transaction through their banking app instead of on the payment terminal?

For major card schemes such as Visa, Mastercard, and American Express, transaction confirmation typically happens on the terminal itself. We have not encountered this with mainstream card schemes.