Digital Banking FAQs

Questions?

For more information about the Digital Banking platform, please refer to this FAQ section.

Digital Banking Preparation

• Will there be assistance on November 8 to help me, if needed?
  • Yes, it is KEMBA’s goal to help make this transaction as seamless as possible. We are excited for these new features and will be here to help you learn them. Resource videos and more FAQs will be added to this resource page, and associates stand ready to help at our branches and on the phone at 614.235.2395, option 5.

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Enrolling & Logging In

• How will I get to Digital Banking?
  • You can use the “Sign In” button at kemba.org where you currently log into Online Banking or access via the new Mobile App. You will be asked to re-enroll and can set up your account in Digital Banking at that time.

• Will I need to download a new Mobile App?
  • Yes. You can follow the links to either the Apple® App Store® or Google Play Store, or you can simply search “KEMBA Financial Credit Union” to locate and download it.

• Will I need to re-enroll in Digital Banking? 
  • Yes, for the new Digital Banking platform, you will need to re-enroll and create a username and password. We’ve created a helpful step-by-step video to walk you through the process.
  • Please note, enrollment must be completed by the primary account holder.

• • Go to the “Sign In” button at kemba.org where you currently log into Online Banking, or access via the new Mobile App.

1. 1. 1. Click “Enroll Now”
      2. Follow the prompts and input all required information. This includes you Social Security Number, your Member Account Number, as well as Email Address and Cell phone number on file from KEMBA.
      3. Protect your account with 2-step verification by clicking on “Get Started”
      4. Choose your verification method from either voice or text message. Or you can use an app called Authy to receive verification codes sent to your mobile phone.
      5. Confirm phone number by entering the verification code sent to you & click Verify. If you don’t receive a code, please try the “Resend Code” button.
      6. Click “Done” and Congratulations – your 2-Factor Authentication is set-up!
      7. Read and Accept the End User Agreement
      8. Create your personal credentials

• • • • Enter a username
      • Enter a password
      • Confirm the password
      • Click “Next”
  • Mobile Users Only have 2 additional steps

1. 1. 1. Create a 4-digit passcode and confirm it
      2. Set up Biometrics( face/finger identification) or select “Not Now”

• Will I lose any information during the transition?
  • We have done our best to transition over your information. The below list includes items that will carry over. There are certain items that will and will not carry over into the new platform. Please review the list below:

• • Will carry over:

• • External Transfers:
    • External transfer accounts
    • Scheduled one-time & recurring external transfers
  • Bill Pay (Payments):
    • Payees & details
    • History
    • Scheduled one-time & recurring bill payments
    • eBill Data & Scheduled eBill Payments
  • Online Banking one-time & recurring transfers
  • Account to Account Transfers
    • Existing account linkage
  • Scheduled one-time & recurring third-party payments
  • Scheduled Midwest Mortgage & Student Loan payments

• • Will not carry over
  • Existing Mobile App.

• • • You will need to download a new app after November 8.
  • Current KEMBA Online Banking URL bookmarks.
    • You will need to re-save any bookmarks you have with KEMBA.
  • Digital Banking username & password.
    • On the new platform, you will re-enroll and can create a new username & password the first time you login.
  • Online Banking alerts.
    • New alerts will need to be set within the new platform.
  • Online Banking transaction categories and notes
    • These will not be visible in the new platform.
  • Secure Online Banking message history.
    • If required, please save your message history for your records prior to November 8. An enhanced messaging platform has been created, but it will not save historic information.
  • Images of checks deposited via Remote Deposit.
    • You will be able to see images of new checks deposited after November 8, but historic images will not be transferred.
  • Online Banking budgets and associated charts.
  • Income/expense charts and graphs.

• What browser and mobile operating system versions are supported with KEMBA’s new Digital Banking?
  • To support the security measures we put into place to keep your data safe, our new Digital Banking platform requires the use of modern software. Supported browsers and mobile operating systems are
    • iOS – versions 14.0 and above
    • Android – versions 7.0 and above
    • Internet Browsers: latest and most recent versions of:
      • Microsoft Edge
      • Google Chrome
      • Apple Safari
      • Mozilla Firefox

• What are the requirements for creating a username and password during enrollment?
  • Username – A username can be anything you’d like as long as it doesn’t start with a number and has a minimum of 5 characters.
  • Password – Your password must be 8-10 characters in length, contain both upper and lower case letters, a number, and must contain one special character such as: !”#$%&()+,-/;<=>?[\]^_{|}*’.

• How do I recover my username and password if I forgot it?
  • We understand how frustrating it is to forget your username and/or passwords, so we’ve made the process to recover this information simple. You can watch our helpful video.

• • From your login screen, click “Forgot”
  • Option #1: Input your username and email address, then click “Next”
  • Option #2: “Click “Try Another Way” located at the bottom of the screen, and input your Social Security Number and member account number, then click “Next”
  • Enter the verification code you received and click “Verify”
  • Input a new password and click “Update”

• What do I do if  I’ve tried logging in multiple times and the username and password aren’t working?
  • Please call a Member Service Representative at 614.235.2395, option 5 to help you unlock your account.

• How can I enroll or unenroll in eStatements?
  • If you are enrolled in eStatements, you can view them in the “Documents” section from your Dashboard.
  • Follow the below steps to enroll or unenroll in eStatements:
    1. Sign in to Digital Banking
    2. From the menu, select “Accounts”
    3. Choose the account you would like to enroll or unenroll
    4.  Click on “Settings” and go to the “Documents” section to enroll or unenroll your accounts
  • Once enrolled, you can find your documents in both the desktop and mobile applications. Use the instructions below to locate them.

• • Desktop
    1. From the home dashboard, click on the account you want documents for.
    2. Once inside the account, click the blue Documents button.

• • Mobile
    1. Open the Digital Banking application on your mobile device.
    2. From the home dashboard, tap the blue Documents button OR
    3. From the dashboard, tap the account you want documents for.
    4. Tap the blue Documents button to access the available documents.

• • Please note that Documents can sometimes take a little while to load. If you receive a “No Documents Available” message, please click on the year or document title in Desktop to pull these up.

• Can I have multiple sign in profiles on the desktop version of Digital Banking?
  • You can only have multiple sign in profiles for Digital Banking on the Mobile App. If you are signing into the Desktop version through your computer or a browser on your phone, please note you will have to enter information for each membership every time you want to log into that membership account. Follow the steps below to add another profile to the mobile app.
    1.Click on your name from the menu and select Sign Out.
    2. Click on your name from the PIN entry screen.
    3. Select “Add profile” from the drop down menu.
    4. Enter the login information for the other account.

• When I search for the KEMBA login site through my browser, it is taking me to a page that says it is down for maintenance. How do I get to the login page?
  • Some search engines are still directing members to the old login page for online banking. This is outside of our control. If a member calls in with this issue, have them click the link to kemba.org and the click the Sign In button.
• What do I do if I’m enrolling, but I see a message saying to verify and try again.
  • Make sure you are typing in everything accurately with no spelling mistakes. Also, please do not use  dashes for your phone number or Social Security Number. If you’re still having issues, please call a Member Service Representative at 614.235.2395, option 5.

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Security

• What is 2-Factor Authentication?
  • Two-Factor Authentication (sometimes referred to as 2FA or 2-Step Verification) is a security measure that allows you to request a one-time access code to log in to Digital Banking. The code enhances the security by creating an added layer on top of your unique username and password. This security process helps to verify you and better protect your credentials and the accounts you can access.

• How will my sign in-process change with 2-Factor Authentication?
  • Two-Factor Authentication works similarly to your existing sign in procedure, but uses an additional step to verify that you are the authorized account user. When you sign in from a device or browser that isn’t recognized, you’ll be asked for a 2-Factor Authentication code that will be sent to you via a method that you choose during registration. The new platform will support functionality for SMS text, voice, or Authenticator Apps such as Authy.

• How do I set-up additional 2-Factor Authentication options for myself or a joint account owner?
  • Only one Digital Banking username and password is available per member account and is set up during your initial enrollment. In Digital Banking, you may set up other users’ mobile numbers for 2-Factor Authentication, allowing verification codes to be sent to each user individually. Follow these steps to complete the process of adding multiple user 2-Factor Authentication through either the desktop or mobile app.
    • NOTE: This process should be completed when your additional users are available to be with you as they will be required to complete a step in the 2-Factor Authentication.
    • Mobile App Set-up
      1. Sign into Digital Banking from your mobile device
      2. Click on your name at the bottom of the menu, and choose “Settings” from the list
      3. Click on “Security”
      4. Click on “2-step verification” under the “Verification options” section
      5. Under the “Add another method” section, select “Set up” for the method you would like to use for your joint member’s 2-Factor Authentication
         • Voice or Text Message, Authy, or another Authenticator app
      6. Enter the information requested based on your authentication choice. The code will be sent to the new user via the method you selected.

       

      Desktop Set-up

      1. Sign into Digital Banking from your desktop browser
      2. Click on your name at the bottom of the menu, and choose “Settings” from the list
      3. Click on “Security”
      4. Click on “Edit Settings” under the “Two-factor authentication” section
      5. Under the “Add another method” section, select “Set up” for the method you would like to use for your joint member’s 2-Factor Authentication
         • Voice or Text Message, Authy, or another Authenticator app
      6. Enter the information requested based on your authentication choice. The code will be sent to the new user via the method you selected.

• What do I do if I have a business account with authorized signers who need access to the account?
  • For business accounts, it’s the same process as setting up 2-Factor Authentication for Joint Accounts. Follow the steps above for how to set-up a Joint Account.

• What is Authy?
  • Authy is a free app for your mobile device or desktop which generates secure codes for 2-Factor Authentication. Download Authy for mobile or desktop.

• Can I use Authy on more than one device?
  • Authy can be downloaded across multiple devices, including your desktop computer. When you install Authy, be sure to sign in with the same email address and phone number combination used during 2-Factor Authentication enrollment.

• Do I need to receive a verification code every time I sign into Digital Banking?
  • That depends on how you set-up your 2-Factor Authentication. On a web browser, you may choose to save a trusted device by checking the box next to “Don’t ask for codes again while using this browser” which bypasses the 2-Factor Authentication on future logins. The Mobile App will let you configure an app passcode as your second form of verification, but you may also choose to use the device’s biometric feature, such as a fingerprint or facial recognition, if available. If you try to sign in using an unrecognized device or browser, you will be required to go through 2-Factor Authentication to access your account.

• What is Biometric Authentication?
  • Biometric Authentication is an alternate method for signing in to the Mobile App that uses biological characteristics – rather than a passcode – to verify your identity. This includes fingerprint and facial recognition options.
  • You will be promoted to enable this during your initial login if your device supports biometric authentication.
  • Note: You may be able to use biometrics such as fingerprint recognition on the desktop application if your computer supports it.

• Does Biometric Authentication replace my current password?
  • Biometric Authentication can be used instead of entering your password at sign in, but you will still need to retain a valid password.

• How will I be able to determine if the number that is texting me with my verification code is a safe number?
  • The following phone numbers are utilized by KEMBA’s Digital Banking to send text messaging and 2-Factor  Verification codes: 417.275.9008 and 844.574.8089. These are safe numbers.

• Can I setup 2-Factor Authentication with an international number?
• Yes, international numbers can be used.

• What should I do if I selected “Phone Call” as my 2-Factor Authentication process, but I haven’t received a call yet.
  • Please note that you won’t receive the call if you are on the other line with another party, including KEMBA’s call center. Additionally, if you have any spam/robo blocking enabled on phone line, you many  not receive the call with the code, since this may be shown as unknown and/or spam caller.
  • If you don’t receive a call, a KEMBA Member Service Representative can help resend one if you call us at 614.235.2395, option 5.

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Alerts & Account Settings

• Will my Account Alerts carry over to the new platform?
  • No. You will need to re-establish these in the new Digital Banking Platform to continue receiving notifications.

• How do I setup Account Alerts in Digital Banking?
  • To set-up Alerts in the new Digital Banking platform, follow these steps:
    1. Sign into Digital Banking on your Desktop or Mobile App
    2. Click on the account you’d like to monitor with an alert
    3. Click “Alert Preferences” in the menu options
    4. Add new Balance and Transaction Alerts by using “+ Add Alert”
       • For Balance Alerts: Input an Alert for when your account balance is under or over a certain dollar amount
       • For Transaction Alerts: Input an alert for a credit or debit over a specific dollar amount
    5. Choose to receive your Alert notification by Email, Text and/or an In-app message

• What are my options for receiving Account Alerts?
  • You can choose to receive your Account Alerts as an SMS text message, an email, or as in-app messages. For SMS text messaging to work, your phone number must be listed as a mobile number in your profile.

• How much of my previous account history will show in the new Digital Banking platform?
  • You will be able to access 18 months of transaction history, and if you are enrolled for Electronic Documents, you will have access to 5 years of statements and tax forms.

• What should I do if I cannot see all my shares or loans?
  • If this is the first time you’re logging in on Desktop or Mobile, please allow up to 24 hours for all of your information to transfer over into the new system. If it’s been longer than that, please visit your local branch or call us at 614.235.2395, option 5 and we will assist you.

• Who should I contact if I have Digital Banking questions or issues?
  • For any assistance please visit your local branch, call us at 614.235.2395, option 5, or you can send us a message using the “Conversations” feature in the Support section of Digital Banking.
  • Please note that Conversations are not an immediate chat function, and it may take up to 24 hours to receive a response.

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Navigation & Functions

• How do I customize my Dashboard?
  • In Digital Banking, scroll down to the bottom of the main Dashboard page. Click on “Customize Dashboard.” From there, you will be able to drag and drop to re-order the different features and sections within Digital Banking.

• I changed my dashboard and now cannot see one of my accounts. How do I get it back?
  • If you removed an account from the dashboard and cannot find it, please use the following steps:
    1. Log in to Digital Banking
    2. Click on “Settings” where your name appears at the bottom of the page
    3. Click on KEMBA Financial CU
    4. Locate the share/loan that is hidden and toggle the setting back to the green on position.

• Why are my shares/accounts not listed in same order as they used to be or seem to be random?
  • You can personalize your Account List view by clicking on the “Organize” button at the bottom of the screen. Press, hold and drag the account you wish to reorganize to the selected position you wish, then drop.

• In the Support section, what is Conversations?
  • Conversations is a convenient way for you to message a member service representative with your banking questions. Questions will be addressed during business hours (Monday – Friday 8am – 6pm EST, Saturday 8am – 1pm EST), but it may take several hours to receive a response. Questions asked outside business hours will receive a response during the next business day.

• Where is Bill Pay on the new Platform?
  • Bill Pay will now be referred to as Payments, and can be found in the menu options on the new Digital Banking Platform. Payments can be used to pay third-party bills or persons using your KEMBA checking account.

• Where do I make my Loan Payments on the new platform?
  • Loan Payments can now be made in the Transfer section of the menu. Transfers can be used to pay balances on KEMBA Loans and credit cards from funds in shares on this membership, shares on accounts linked to the membership, or from established external transfer accounts
    Pay Another Way can be used to pay balances on KEMBA Loans and cards using a debit card or account with another financial institution. Can only be used to pay current or past due balances.

• Where is Settings in Digital Banking?
  • Once you’re logged into Digital Banking, look at the menu to the left side (or open the main menu within the Mobile App) and click on your name at the bottom. From there, you will see the option to navigate to the Settings page.

• Where do I find my electronic statements, notices, and tax forms?
  • All of these files can be found in the Documents section within Digital Banking. Look for the blue button on your home Dashboard to locate them. Please note that Documents can sometimes take a little time to load. If you receive a “No Documents Available” message, please click on the year or document title in Desktop to pull these up.

• After an external transfer has been setup, how do I make a transfer to that account?
  • Making External Transfers is easy! Once you’ve got your External Transfer account set up, simply follow these steps:
    1. Log in to you Digital Banking
    2. Click “Transfers”
    3. Choose the external account in the from or to field.

• Are there limits to external transfers on the new platform?
  • Yes, there is a global limit of $5,000 per day for standard accounts or $1,000 for high-risk accounts. If you have an existing exception to this limit with KEMBA, please allow 24-48 hours for this to be set-up in the new system. We appreciate your patience.

• Can I make principal only payments to my KEMBA loan?
  • When making a payment, now referred to as a ‘Transfer’, to a KEMBA loan, once the required monthly payment has been made, the remainder of that payment will automatically post to principal.
  • You can elect a “Principal Only” payment for loan types other than credit card by selecting “more options” when
    making the payment. Principal only payments is not available for credit cards.

• Where can I obtain a confirmation number for a bill payment?
  • A payment confirmation number is available in the history/pending area of “Payments” by clicking on the “Manage Payments” link from your desktop banking.

• I’m in existing CFS Wealth Management Client, but I cannot see my investments on the new Digital Banking.
  • Please contact the KEMBA Wealth Management Group by calling 614.235.2395 ext. 21275.

• Are there any functions or tools available on the desktop version and not the mobile app?
  • You will only be able to conduct a Remote Deposit through the mobile app. Stop payments and printing check images, are only available from the Desktop Banking.

• I noticed my Bill Payments seem to be processing much quicker with the new Digital Banking. Why is that?
  • Bill Payments are paid faster now due to having two payment cut-offs daily Monday-Friday; one in the morning and one in afternoon. Please note: because payments process quicker, this gives you less time to correct errors in submitted payments.

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Remote Deposit

• What is Remote Deposit?
  • Remote Deposit is available only in the Mobile App (not a browser on a mobile device), and allows you to deposit checks by taking a picture of of the front and back of a check in order to deposit it directly to your preferred share/account. Previously this was known as KEMBA Virtual Deposit.

• How do I deposit a check via Remote Deposit?
  1. Sign into Digital Banking on the Mobile App
  2. Select “Deposit check” from the main menu, or click on the “Deposit” button from your Dashboard.
  3. If this is your first time depositing a check, you will have to enroll the accounts you would like to deposit checks into (see instructions below).
  4. Select “Deposit Check”
  5. Enter the amount on the check
  6. Select the account you would like to deposit the check into
  7. You will then be prompted to take a picture of the front of the check
     • Make sure to give the app permission to use your mobile phone’s camera (you should be prompted to grant access, but may have to go into your phone’s settings to give permission).
     • Make sure there is good lighting & you have a blank background
     • The frame will turn green when it recognized the check is centered – Tap on the screen to capture
  8. Capture a picture of the back of the check.
     • Make sure to endorse the check with your signature and also include “For Mobile Deposit to KEMBA FCU.”
  9. Confirm your information is correct & Submit

1. • Note: There can be a delay in the time it takes for a remote deposit to show up in your share after the deposit has been completed.

• How do I enroll additional shares for Remote Deposit in Mobile?
  • Enrolling additional shares for Remote Deposit is easy! Just follow these six easy steps:
    1. Log in to your Digital Banking
    2. Click on the menu button in the top left corner of the screen
    3. Click on Deposit Checks
    4. Click on the Accounts button
    5. Click on +Enroll Another Account
    6. Select the accounts you wish to enroll and click Enroll

• Where are the images of my Remote Deposit checks saved?
  • Images of checks are available within Remote Deposit History, not currently available in Transaction Detail.

• Can I deposit a check into my Rewards Savings Account?
  • The Rewards Savings account is not eligible for deposits, so if funds are routed to that account, they will automatically be placed into your Primary Savings.

• I received an error message that I am not currently eligible to deposit a check via the Mobile App. What do I need to do to resolve this?
  • Please stop into a local branch or contact us at 614.235.2395, option 5 in order to apply for Remote Deposit. The internal review process may take up to 48 hours.

• Are there any restrictions to what kinds of checks I can deposit through Remote Deposit?
  • You are not able to submit foreign checks or signed over checks through remote deposit.

• Are there any limits on the amount I can deposit through Remote Deposit?
  • There are no dollar amount limitations on a remote deposit, however the remote deposit may be subject to review and holds due to the dollar amount.

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Quicken Platforms

Can I use Quicken to download KEMBA Digital Banking activities?

• Yes. Members can download account activity from Digital Banking to Quicken using Quicken Web Connect. Web Connect allows you to manually download a file from KEMBA’s Digital Banking platform and upload it into Quicken for each account.
• Quicken Express Web Connect and Direct Connect automatically download transactions into Quicken, and KEMBA does not support these options at this time.

Can I use Quicken Direct Connect with KEMBA Digital Banking?

• As of November 8, 2021, KEMBA will not support Direct Connect; however, you can use Web Connect.

What is Web Connect and how do I use it?

• Web Connect allows you to download your transactions from Digital Banking, launch your Quicken software and reconcile your transactions.
• Since you’re downloading your transactions manually from Digital Banking into a Quicken format (QFX), you don’t have to enter each transaction manually in Quicken.
• To use Web Connect, follow the following steps:
  1. Log into Digital Banking using Desktop
  2. Choose the account you’d like to reconcile
  3. Select “Download” in the Transaction History on the Account Detail
     • Up to 18 months of history can be downloaded
     • Select “QFX” for the file type, which is compatible with Quicken

Can I use QuickBooks with Digital Banking?  

• As of November 8, 2021, KEMBA does not support QuickBooks automatic transaction synchronization software.

• Will I still be able to use applications like Mint, Acorns, YNAB, etc.?
  • With the new Digital Banking platform, you will need to reconnect your accounts to these applications. Not all applications will be available immediately and will be added as support with the vendor is established. You may contact the vendor directly to let them know you are trying to connect if your connection cannot be established. This could help to quicken the vendor’s response.

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Skip a Payment

• When is Skip a Payment 2021? 
  • Skip a Payment will launch with the new platform on November 8 and run through February 6.

• Why do I see Skip a Payment in my menu, but when I click on it, it presents with no eligible loans?
  • The Skip a Payment feature will be accessible year-round in the menu, but eligible loans to skip will only display during established program windows. If you are not eligible for a loan you will still see Skip a Payment in the menu regardless of the program window.

• How do I know if I am eligible to Skip a Payment?
  • If you have loans that are eligible for the Skip a Payment Program you will see them displayed when you click “Skip a payment” in the Menu on the Digital Banking Platform. This feature is available in both Desktop and Mobile. Additionally, you will receive letter in the mail from KEMBA with all of the program details.

• How do I pay the fee for Skip a Payment?
  • The fee for skipping a loan during the Skip a Payment Program can be charged to the eligible share of your choosing. Eligible shares include Primary & Secondary Savings, Money Market and Checking Accounts. The share must have sufficient funds to cover the cost of the skip(s). You can use the External Transfer features available in the Digital Banking Platform to move funds into eligible KEMBA shares or visit your closest KEMBA branch.

• Are there any other details about Skip a Payment I should know?
  • Skip a Payment will only be an option for eligible Closed-end loans. The $25 per loan, self-serve fee will be charged to the eligible share of your choice. Minimum requirements for any eligible loans include a loan balance of $500 to $75,000, have made at least 3 monthly payments, and cannot have already exceed 3 skips during the life of the loan. Additional requirements may apply for your loan to be eligible. If utilized, regularly scheduled payments will resume with the payment due during the month following the deferral and your loan’s maturity will be extended by one calendar month. Additional program details can be found on the Skip a Payment letter mailed to members with eligible loans as well as within the disclosures acknowledged at the time of the skip.

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