FAQs | KCFCU | Kapa'a, HI - Lihue, HI - Waimea, HI

Frequently Asked Questions (FAQs)

ebranch Online FAQs

Changes to My Checking Account effective February 2016

CardNav FAQs

Mobile Check Deposit FAQs

How do I qualify?

To use MCD the member must be enrolled in ebranch and be in good standing with the credit union. No outstanding collection items, suspended Member Privilege or loans delinquent more than 15 days.

Qualifications:

a. Minimum 18 years old.

b. Regular Saving or Share draft Checking Account open for 90 days.

c. Less than two Insufficient Funds (NSF) or Returned Check Deposit (RCD) for 60 days.

d. Positive share balance.

How do I activate Mobile Check Deposit?

You will need to download our KCFCU eMobile App and contact us at 808.245.6791 or email us info@kcfcu.org to activate the deposit feature.

What type of mobile phone/device can be used?

The Mobile Check Deposit (MCD) service allows members to make mobile deposits to their share draft checking or share account using the KCFCU mobile application available for download on iPhone®, iPad®, and Android ™ Windows 7 devices and ebranch Online service.

Is there a fee?

There are no current fees assessed by the credit union. Please check with your mobile device provider to see if there are any wireless carrier fees.

How do I make the Mobile Check Deposit?

1. Login to KCFCU's eMobile APP from your Android or Apple Smartphone. Select the "Deposits" feature.

2. Endorse the back of the check with your signature and write "Mobile Deposit Only KCFCU" below your signature. Take a picture of the front and back.

3. Enter the amount of the check and choose your deposit account.

4. Submit your deposit.

You will receive an email confirmation that your deposit has been submitted

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What kind of checks can I deposit?

Eligible checks must be an original paper check payable the account holder and have all fields completed legibly. Checks must be payable in United States dollars at a financial institution in the US and dated within six (6) months prior to the deposit date.

When will funds be available?

Deposits are subject to verification and not available for immediate withdrawal. Funds deposited using MCD will generally be made available within three business days from the date of deposit (Cutoff time is 7pm HST). The funds may be available sooner based on your relationship with the credit union.

What is the deposit limit?

The daily dollar limit is $2,500.00 per business day and $5,000.00 per calendar month. There is no daily or monthly limit on the number of items, as long as the dollar limits are not exceeded.

What do I do with my check after I submit the item for deposit?

Once you receive your email confirmation that your deposit was received for processing:

Write "Mobile Check Deposit KCFCU" above the payee line of the check.

Retain the check for at least 90 calendar days from the date of the image transmission. After 90 days, you may destroy the check that you transmitted or mark it "VOID" to render it from further transmission.

What if I there is an error with my deposit?

You will receive an email deposit confirmation when we receive your deposit for processing. If there is a problem with the deposit image we will contact you via email or telephone. Should the check be returned for insufficient funds, we will mail you a letter in the mail to bring the check to the credit union to resolve the issue.

Why is my account number not displayed correctly on the email confirmation?

For your safety and confidentiality we mask the account number so no one will be able to use your account number fraudulently. Please call the credit union if you have any questions on the format that is displayed on your mobile device.

Mobile Check Deposit Guide

Quick and Easy Steps!

Mobile Check Deposit Steps

1 Login to KCFCU’s eMobile app from your Android or Apple smartphone and select the “Deposits” feature.

Mobile Check Deposit Steps

2 Endorse the back of the check and then take a picture of the front and back.

3 Enter the amount of your check and choose your deposit account.

4 Submit your deposit.

How do I enable Mobile Check Deposit Service on my KCFCU app?

Frequently Asked Questions (FAQs)

Download the FREE eMobile App Today

To activate the deposit feature on your KCFCU eMobile app, visit any office, log on to www.kcfcu.org or call us at (808) 245-6791.

*Restrictions apply. See Mobile Check Deposit Agreement & Disclosure and FAQs for qualifications.

How do I access ebranch Online?

If you do not have an ebranch Online ID, you must call the credit union at (808) 245-6791 during normal business hours.

1. From our main website, enter your ebranch Online ID.

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2. Verify the image on the left as the image you selected for your Personal Identification Image. Enter your ebranch Online Password. Click Submit.

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3. You are now logged in to ebranch Online!

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This is my first time logging in. What do I do?

If this is your first time logging in to the NEW ebranch Online, follow the steps below:

1. From our main website, enter your ebranch Online ID.

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NOTE: If you do not have an ebranch Online ID, you must call the credit union. If you set up your username prior to our conversion, your username will be the same. If your username was longer than 12 characters, it has been shortened to exactly 12 characters. Once you have successfully logged in, you will be given the option to change your username.

2. Enter your ebranch Online Password. Click Submit.

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NOTE: If your current password was longer than 10 characters, it has been shortened to exactly 10 characters. You will be required to change your password in a later step.

3. Review our Online Agreement, check the I Agree box, and click Accept.

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NOTE: You must accept the online agreement in order to proceed with your online banking session; declining will log you out of ebranch Online.

4. Enter your current password and create a new password. Click Continue.

Password Criteria:

  • Case sensitive.
  • Must be 8-20 characters.
  • Must contain at least 1 alpha character and 1 numeric.
  • Can contain special characters: !"#$%&()+,-/;<=>?[\]^_`{|}*'
  • May not repeat the last 2 passwords.
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5. Images will be displayed. Click Prev or Next to scroll through the images until you find one you like.

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6. Once you find one, click on the image and it will be displayed under 'Current Image'. Click Submit.

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7. Read the Security Settings statement and click Continue.

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8. Select a question from each of the three drop-down boxes and provide an answer that you will remember. Click Submit.

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9. Review the questions and answers you entered. Click Edit, if necessary, or Confirm to continue.

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10. Review the Security Settings statement and click Continue.

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11. Update or enter a valid email address and provide a Password Reset Question and Answer. By providing your email address and a reset question and answer, you will be able to use ebranch Online's self-reset password feature in the event that you forget your password.

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12. Congratulations! You are now logged in to ebranch Online.

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I forgot my password. What do I do?

When you get to the page to input your password, click the Forgot Password? link.

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NOTE: You are only able to use the Password Reset feature if you have established a Password Reset question and answer.

Enter your ebranch Online ID, Email address associated with ebranch Online, and Email subject. Click Continue.

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Check your email for an email with the Email Subject you entered in the previous step. Click the link in the body of the email.

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Enter your ebranch Online ID and answer the displayed question. Answer IS case sensitive.

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Create your new password. Click Submit.

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Login with your newly established password. If login is unsuccessful, your account may be frozen and you should contact the credit union.

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What browsers are supported?

ebranch Online supports the two most recent versions of the following browsers: Microsoft IE, Firefox, Safari (Apple/Mac users only), and Google Chrome.

In most cases, you will still be able to access ebranch Online with an unsupported browser, however, you may not experience the full functionality that ebranch Online offers. If you receive a blank page when logging in, this may be a sign that you are not using a supported browser. For more information on supported browsers, click here.

NOTE: After June 26, 2014, Internet Explorer 8 (IE8) will no longer be supported. If you continue to use IE8, you will still be able to log in to ebranch Online, but you may experience limited functionality or a visibly altered interface. In order to experience ebranch Online in its optimal format, please upgrade or switch to a supported browser.

Please visit the Support sites below to upgrade or switch your browser:

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I am trying to login, but received a message that states that "Internet banking is already running in this browser session." What is this?

When you receive this message, you may have closed out your browser without logging off properly.

Every time you login to ebranch Online, a Session ID is created and when close your browser without logging off, your session will stay active for 10 minutes and you will not be able to login again until that session expires. If you need to login before the session expires, you will need to use an alternative browser (Chrome vs. IE, etc.).

To avoid running into this issue, click on the Log Out button in the upper right hand corner, every time you are done viewing your account through ebranch Online.

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Why can't I access ebranch Online?

If this is your first time logging in, refer to "This is my first time logging in. What do I do?". If you do not remember your username and password from our previous system or do not have an ebranch Online ID and password established, please contact the credit union at (808) 245-6791.

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Why can't I access eStatements or Bill Payer?

When accessing eStatements or Bill Payer, a separate window will pop-up once the tab is clicked on. If nothing happens after you click on the tab or do not see a new browser window appear, check your pop-up blocker settings for your browser. Due to our conversion, the ebranch Online URL has changed and you may have to enable the use of pop-ups for this new site.

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What are third-party cookies and why do I need to enable them for Bill Payer?

Third-party cookies are small bits of electronic information that are passed to your computer from many of the websites that you may visit. Cookies are used to help personalize your website browsing experience and save you time when re-visiting certain websites. It is important to know that cookies CANNOT be used to run programs or deliver viruses to your computer.

Bill Payer requires the use of session-only cookies. These cookies gather non-sensitive information, are stored in your browser's memory, and are deleted once you log out of Bill Payer/ebranch Online.

Cookies are used to help navigate the Bill Payer site efficiently. Disabling or completely blocking these cookies may prevent you from successfully using Bill Payer, so at minimum, we request that you allow session cookies during your ebranch Online/Bill Payer session.

For more information on cookies, you may visit http://support.microsoft.com/kb/260971.

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How do I view my transactions?

From the Account Listing page, select Transactions from the drop-down menu, or click on the account name (i.e. S01 CHECKING).

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If you want to see a specific range of transactions, select an option in the View Range section.

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To find specific transaction, use the Search option under the Transactions tab.

Enter search criteria and click Search.

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How do I transfer money between accounts?

From the Account Listing page, select Transfers from the drop-down menu, or click on the Transfers tab.

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Select an account to Transfer Funds From and an account to Transfer Funds To. Complete all other fields and click Submit.

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Edit transfer information, if necessary. Click Submit.

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Print confirmation for your records.

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To modify a scheduled transfer, select Pending under Transfers tab and select an account from the drop-down menu.

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How do I access the "Transfer to Any Account" feature?

Method 1

1. From the navigation menu, click on Transfers under the ebranch tab.

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2. From the navigation submenu, click on Transfer to Any Account.

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Method 2

1. Click on the Services tab.

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2. Find Transfer to Any Account within the list of services and click on Continue.

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3. You are now able to transfer funds to any KCFCU account!

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What is Regulation D?

Federal Regulation D limits your monthly transfers from your Savings and Credit Union Money Market Savings Accounts without your physical presence being required.

Transfers affected by this regulation include:

  • Internet banking transfers made through ebranch Online and eMobile
  • Telephone transfers, including transactions made through 24-Hour Member Accessline
  • Overdraft transfers made automatically to cover insufficient funds in Share Draft accounts
  • Pre-authorized, automatic, scheduled, or recurring transfers, such as ACH or EFT debits for utilities, charge card, club memberships, etc.

You are allowed six such transfers per month, per share account.

Transfers not affected by Regulation D include:

  • Transfers made to KCFCU loans
  • Overdraft transfers made automatically from a Line of Credit to cover insufficient funds in Share Draft accounts
  • Transactions done in person at a branch
  • Transactions sent in by mail
  • Transactions that are signed and deposited at the quick drop or night drop
  • Transactions conducted at an ATM machine
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How do I download transactions?

From the Account Listing page, select Download from the drop-down menu.

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Or click on the Download option under the Transactions tab.

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Select the account you want to download transations for, choose a Download Range, and select a Download Format.

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Save downloaded file to your computer and upload data into your finance software application.

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Why is my Quicken application not syncing with ebranch Online?

Due to our recent conversion, a small update will need to be made to your Quicken application. Please download one of the conversion guides below for your particular version of Quicken.

Quicken for Windows 2011-2014 (Express Web Connect)

Quicken Essentials for Mac 2010 (Express Web Connect)

Quicken for Mac 2005-2007 (Web Connect)

Quicken for Windows 2011-2014 (Web Connect)

If you need additional assistance, please contact Quicken Support.

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How do I setup stop payments?

From the Account Listing page, select Stop Payments from the drop-down menu for an eligible share or loan.

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Or click the Stop Payments tab.

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Eligible shares/loans include: Share Draft Checking, Visa Credit Cards, and HELOCs.

Review disclosure and enter necessary information. Click Submit.

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There is a $10 stop payment fee for each stop payment placed. In order to complete the process, you must come into the branch within 14 days.

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How do I access my Visa Scorecard Bonus Points?

Click on the Scorecard tab.

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Click on the link to access your Scorecard Rewards account.

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If you have a qualifying card, a separate window/tab will pop-up. If nothing happens after you click on the link, check the pop-up blocker settings for your browser.

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You will be automatically logged in to the Scorecard Rewards website.

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If you do not have a qualifying card, you will receive the following message:

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If you receive an error, your card may not be registered on the Scorecard Rewards system yet. Please try again later or contact us during normal business hours.

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How do I change my email address, password reset Q&A or username and password?

Click on the Settings tab.

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Click on the Personal option under the Settings tab.

Update necessary fields and click Submit.

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How do I assign nicknames to my accounts or change the account listing order?

To give your accounts nicknames, click on the Account option under the Settings tab.

Select the Account Type that you want to modify and enter new Pseudo Account Names in the fields.

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To change the order of your accounts, click on arrows and drag and drop to desired position.

Click Submit to save change

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Can I change the default display options?

Yes. Click on the Display option under the Settings tab.

Choose the display options you want to change and click Submit.

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What are alerts? How do I set up alerts?

Alerts can be set up to notify you by email or when you login about events or transactions occurring on your account.

Click on the Alerts option under the Settings tab.

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To establish or edit an alert, click on one of the options under Alerts or one of the links on the right-hand side of the page under the Events, Balance, Transactions, Security, or Personal sections.

To edit the email address to receive alerts, click on Alert Settings under Alerts or the Edit link next to your email address under Current Alert Settings.



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What is CardNav by CO-OP?

CardNav by CO-OP is a technology that allows you, as a member, to manage your own cards all within an intuitive mobile app.


Why should I use CardNav?

CardNav allows you to:

• Control when and where your card is used

• Receive instant alerts to notify you of any unauthorized use

• Access and manage cards anytime, anywhere

• Secure your account by locking and unlocking your card

• Control dependent purchases to avoid misuse

• Track monthly spending at a glance


Is CardNav secure?

Yes! The mobile app does not store any sensitive information such as card numbers, PIN, CVV/CVV2, etc. Each time you use the mobile app, you will need to provide your login credentials. Passwords are not stored and you are able to remotely deactivate the app to stop any unauthorized access.


Where do I go to find more information on how CardNav works?

Within the app, click on the Help icon and choose each topic that you would like to view.

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Who is affected by this change?

All Share Draft Checking accounts opened prior to February 2016.

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Did my account number change?

No. Your account number is still the same. Only the numbers listed on the bottom of your checks may have changed.

The numbers listed on the bottom your check should begin with a "101".

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Why do we need to make the change?

Due to the tremendous growth in our membership, Kauai Community FCU account numbers have reached six digits in length. As a result, a revision to the format of your Share Draft Checking account number was needed.

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How does this affect my Automatic Clearing House (ACH) deposits and withdrawals?

If the account number listed on the bottom of your checks was used to set up the deposit or withdrawal read 101-00XXXXX, then no changes will need to be made. If the numbers read 0000-1XXXXX, then you will need to make an update.

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How do I know which payments and withdrawals will be affected by this?

You can call the credit union, during our operating hours, and we can assist you with identifying which deposits and withdrawals will be affected.

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When does this change need to be made?

Changes should be made by December 31, 2017. If changes are not made, deposits and withdrawals may be rejected and/or delayed in processing.

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Can I still use my checks?

If your checking account was opened as of February 1, 2016, your checks has already been updated with the proper account number. If your current checks do not have the updated account number, you may still use them to make purchases, however please do not use them to set up any automatic deposits or withdrawals.

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What if I cannot come into the credit union?

You can call the credit union at (808) 245-6791 and our Call Center Representatives will be able to assist you

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What is the KCFCU routing number and where is it located on my check?

The Routing number is a nine-digit number, listed on the bottom left of your checks. KCFCU's Routing Number is 321379902.

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Where is my account number located on my checks?

Your Share Draft Checking account number is the 10-digit account number, listed on the bottom middle of your checks.

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