FAQ

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Find answers you need at KEMBA Financial Credit Union

We're always ready to help, even if you want to take more of a DIY approach. We've compiled some of the questions we hear most frequently from Ohio members about our Digital Banking and interactive services to provide helpful information.
 
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Routing Number

Our routing number is 244077556.
Having a secure, reliable Digital Banking platform that best supports our members is important to us at KEMBA Financial Credit Union. After listening to your feedback and suggestions, this enhanced platform will upgrade our current Digital Banking systems with a more modern, feature-rich platform that members can access from both mobile and desktop devices. Members will benefit from important enhancements such as advanced card management, business Bill Pay, account access controls, financial wellness tools, and stronger fraud prevention features.

Providing a modern Digital Banking experience with the features, convenience, and functionality members expect from their Digital Banking—while also supporting technological growth and change—is just one way we are a better way to bank.
You can use the “Login” button at kemba.org or access via the Mobile App. If you already have registered, you can log into your account or can enroll in Digital Banking at that time.
iOS Users – You won’t need to download a new app version, but the current version of the app will have to be updated. If you are registered to auto-update your apps, it should do it for you.
 
Android Users - You will need to download the updated app from Google Play™. Search for “KEMBA Financial Credit Union” and look for the white box with the green icon.
 
To support the security measures we put into place to keep your data safe, our Digital Banking platform requires the use of modern software. Supported browsers and mobile operating systems are:
  • iOS – versions 17.0 and later
  • Android – versions 12.0 and later
Internet Browsers: most recent two versions of:
  • Microsoft Edge
  • Google Chrome
  • Apple Safari
  • Mozilla Firefox
If you are having difficulties with updating the Mobile App, here are a few things you can try:
  1. Refresh the App Store®/Google Play™.
  2. Reboot your device.
  3. Delete the current Mobile App installed on your device and reinstall the updated version.
If you are still having difficulties, please reach out to us at 614.235.2395, option 5.
Although alerts that were established in Digital Banking do not rollover into the enhanced platform, there is an expanded list of alert options that can be enabled by members. You can find more FAQs on available alerts here.
Please call a Member Service Representative at 614.235.2395, option 5 to help you unlock your account.
If you are enrolled in eStatements, you can view them by going to Manage Accounts > Documents. If you are not currently enrolled eStatements you can enroll directly on the Documents page.
 
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.
No. The previous app version will no longer be available after the enhanced version goes live.

Alerts can be found under Manage Accounts > Alerts. Here you can decide which alerts work the best to manage your accounts. Both Push notifications and email notifications are available to choose from for any of the alerts that you select. General Alerts are the only alerts that must be turned on at all times, whether email, push notifications, or both. These are security alerts and notifications that are triggered by important events, like changes to your password, address, or other personal information.

You can choose to receive your Account Alerts as an email or push notification.
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.

Your member number can be found by going into any Account, tapping the eye, and your member number is the set of numbers before the dash.










KEMBA Interactive Teller logo


An Interactive Teller Machine is a new way of banking! During business hours, you will have the option to be face-to-face with a live person via video, or choose a self-service option which allow you to conduct transactions without assistance. Our ITMs will be called KEMBA Interactive Tellers, or KITs for short.
Simply touch the screen to begin. You can choose to be connected to a Video Teller or use ATM functionality. When choosing to be connected to a Video Teller you will be asked to scan your ID for identification purposes.
Tellers will move to centralized locations but will remain the same dedicated individuals you have been accustomed to seeing at your branch.
This new technology enables a more streamlined approach to conducting your banking business with tellers and may reduce your wait time. Plus, you will have access to more services after hours, including making cash and check deposits.
You can use the machine for all of your traditional teller transactions, such as: to deposit checks and cash, perform a withdrawal, transfer funds, make payments, inquire on service items, and speak to a teller during business hours. Plus, each machine has traditional ATM capabilities.
Yes. All branches will remain open and staffed with associates ready to assist you.
No. The KITs do not accept coins. However, the coin machines will still be available in the branch lobbies.
No; however, checks can be printed off in our lobbies by our Concierge or a Member Service Representative.
Yes. You will have the option to securely chat with our Video Tellers via an on-screen text-like option.
No. We expect your wait time to be shorter as this is a more efficient method of conducting transactions.
No. We are happy to share that all of our tellers will remain with us, but at one of two centralized locations.
Unfortunately, no. We assure you that you will find the same dedicated individuals serving you just as they would in-person at the branches.
All KEMBA branches now have KITs in the drive-thrus. Each branch lobby will begin to see the machines added at different times. We will notify you via email, so you know when to expect the change.
KITs allow us to serve you on your schedule, while providing safe, secure transactions. Flexibility is offered to you as you have a choice in support from our tellers during business hours and 24/7 ATM access to conduct various types of transactions.
When you’re ready, simply touch the screen to be connected directly to one of our interactive tellers. You’ll be asked to scan your ID for identification and we will proceed with your transaction.
As a business member, you too gain access to conduct your banking business with tellers and may reduce the wait time. Plus, you will have access to more services after hours, including making cash and check deposits.
Yes. While meeting with the KIT teller, you can make this request. We have $100, $20, $5, and $1 bills available. You are also able to select your own bill denominations when using the ATM function of the machine. Simply enter the amount of your withdrawal, select “SET BILL MIX,” choose which bills you’d like to receive back and then select “CONFIRM.”
Yes, when banking with a KIT, your transactions are as secure as if you were doing a face to face teller transaction in one of our branches. Just like in a branch we may require an ID for identification purposes and for security purposes all transactions are recorded.



Chip cards are a new feature that offers you added security keeping your identity and accounts safe from fraud. If you have any additional questions about our upgrade to EMV credit and Debit Cards, please give us a call at 614.235.2395 or 800.282.6420, option 4. A KEMBA representative will be happy to assist you.
EMV stands for Europay, MasterCard®, and Visa®. It is a Credit or Debit card that’s embedded with a microchip. We simply call this your chip card.
A chip card has a micro-chip embedded into the card adding an extra layer of security to your card transactions. The chip stores the same information as the magnetic stripe found on the back of your credit or Debit Cards; however, the chip encrypts your transaction data with a unique code every time you use your card to keep your identity and personal information much more secure.
If a card has chip technology, you will see a small metal square on the front left of the card above the account number.
Many financial institutions and retailers use different terminology for chip cards, but there is really no difference. These are simply different names used to reference the same technology.
It does not track or store your purchase history or provide location assistance if your card is lost or stolen. It is only for adding an additional layer of fraud protection to your card. The chip codes certain parts of your transactions when used at participating retailers.
The chip and PIN and chip and signature cards offer enhanced security to protect your card against fraudulent activity. The only difference is the chip and PIN card requires you to enter a PIN to complete the transaction. Your KEMBA Credit and Debit Card will function the same as it does today requiring you to press ‘credit’ and provide a signature, when requested, or enter your PIN to complete your transaction.
At KEMBA, your security is our top priority.  The benefits of chip card technology is that it offers additional security to protect you, our member, against fraud making it more difficult for unauthorized users to copy or access your card information. Plus, we are always searching for new ways to enhance our members’ experience with the most recent technology while giving you peace of mind.
No. The current fees remain the same on your chip card as they do today. We want to make sure cardholders have the benefit of this added card security and greater global acceptance without any additional fees.
We began introducing chip credit cards in 2015 and plan to offer chip Debit Cards throughout 2016, starting with issuing renewal cards monthly.
It’s easy. When making a purchase at a retailer with a chip-enabled register, simply insert your chip card into the terminal slot (often referred to as ‘card dipping’) and follow the prompts on the screen. You will still authorize the transaction by signing your name. If the retailer doesn’t have chip-enabled registers, swipe the card and sign your name as you do today. When in doubt, follow the prompts at the register if you are not sure whether you should swipe or insert your card. There are no changes to phone or online transactions.
Your chip card will still have a magnetic stripe on the back for those retailers you shop that don’t have chip reader terminals at the checkout. So, it all depends on whether the retailer has a chip reader-enabled terminal or a magnetic stripe terminal. Simply follow the terminal prompts to guide you through the transaction.
Just like you do today. You will continue to use the same procedures when making a purchase over the phone or online with your new chip card.
If you have a credit card, for additional security you will receive a new card number. This will also eliminate the need to replace all credit cards on the account if a primary, joint, or authorized signer card is lost or stolen. Debit Card numbers will remain the same unless you request a replacement due to a lost, stolen, or compromised card . As a result, you will need to update your card information (your card number, expiration date, and 3-digit CVV security code) where it is stored for recurring payments.
Yes, your expiration date will change, so you may need to update your card information where it is stored for recurring payments, such as online bills and subscriptions. Please check to ensure you do not miss a payment.
Chip technology is already widespread outside of the United States, with it being more common in Mexico, Australia, New Zealand, and some European countries. The U.S. is preparing for the introduction of chip reader-enabled terminals at retailers across nationwide over the next few years.

For your security, we will deactivate the old card after we have given you plenty of time to activate your new chip card. Keep in mind, the chip card still has the magnetic stripe on the back of your card so you can continue to use the card as you do today at the stores you shop that don’t have a chip enabled register.

Every time you use your card at a chip terminal, the embedded chip generates a unique transaction code. This prevents any stolen data from being fraudulently used.
Yes, you can; however, you’ll need to update your card number, expiration date, and 3-digit CVV security code with any retailers who currently bill your account automatically once your new card arrives and is activated. Plus, you can still monitor and manage your account anytime with KEMBA’s Digital Banking. Or call us at the phone number on the back of your card.



For any assistance please visit your local branch, call us at 614.235.2395, option 5, or use our Live Video Service.
Yes, you can organize your accounts from the Accounts menu on the desktop version of Digital Banking; however, accounts cannot be organized from the mobile version and account organization made from the desktop version will not carry over to mobile. 
You can reach us through Digital Banking by using our secure Message Center. 
The Message Center is a tool that can be used by you, the member, to send secure messages about your accounts or even general inquiries to KEMBA Financial. This is not a live chat tool and messages are responded to as soon as possible. This tool cannot be used for disputes, so please call 614.235.2395, option 3, if disputing a charge.
Loan Payments can now be made in the Move Money 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.
Once you’re logged into Digital Banking, you can find Settings in the top right of the online dashboard under Settings & Services > Settings. Here you can update your contact information and log in settings for Digital Banking. In the App you can tap the "…" in the lower right corner to find your Settings.
All of these files can be found in the Documents section within Digital Banking. Online navigate to Manage Accounts > Documents. Here you can easily view statements, notices, and tax forms. Plus, easily manage enrollment in eStatements. Documents can also be accessed in the Mobile App by tapping the "…", then Manage Accounts > Documents.
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 Move Money > Transfers > Make a Transfer
  3. Choose the external account in the from or to field.
Yes! Principal only payments are available for most loan types, except credit cards. When making a payment 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.
A payment confirmation number is available in the History of Bill Pay by clicking Move Money > Bill Pay > History.
You will only be able to conduct a Remote Deposit through the Mobile App. Check withdrawals are only available from Desktop Banking.
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.
  1. Sign into Digital Banking on the Mobile App
  2. Select “Check Deposit” from the quick menu at the bottom of the screen.
  3. Select which Deposit Account you want to deposit the check.
  4. Select the account where you would like to deposit the check.
  5. You need to take a picture of the front of the check
    1. 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).
    2. Make sure there is good lighting & you have a blank background
    3. The frame will turn green when it recognized the check is centered – Tap on the screen to capture
  6. Capture a picture of the back of the check.
    1. Make sure to endorse the check with your signature and also include “For Mobile Deposit to KEMBA FCU.”
  7. Enter the dollar amount on the check.
  8. Confirm your information is correct & Submit

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.
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.
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.
You are not able to submit foreign checks or signed over checks through remote deposit.
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.






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.
Direct Connect automatically downloads transactions into Quicken, and KEMBA does not support this option at this time.
No. As of November 8, 2021, KEMBA will not support Direct Connect; however, we do support Quicken Express Web Connect.
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
    1. Up to 18 months of history can be downloaded
    2. Select “QFX” for the file type, which is compatible with Quicken
As of November 8, 2021, KEMBA does not support QuickBooks automatic transaction synchronization software.
You will need to connect your Digital Banking 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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At KEMBA Financial Credit Union, we provide trusted personal banking services in Central Ohio, as well as a full suite of personal banking products and services tailored to meet the financial needs of individuals and families. Our offerings include: low-rate credit cards with rewards, competitive-rate mortgages, home equity loans and refinancing options, low-interest auto loans in Central Ohio, personal and student loans, and financial wellness blogs and counseling services.

Discover why more Central Ohioans are searching for "best credit union near me" and choosing KEMBA.

To learn more, call us today at 614.235.2395, option 4, or visit one of our local branches in Pickerington, Gahanna, Bellefontaine, Clintonville, Grove City, Hamilton Quarter, Hilliard, Lewis Center, Powell, Reynoldsburg, Westerville or Whitehall. Our dedicated associates will help you navigate your individual financial situation and help you discover why KEMBA is a better way to bank.

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