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

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?


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

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

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

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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 to be enrolled.

2. Enter your ebranch Online Password. Click Submit.

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

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NOTE: You must accept the online agreement 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 and click Continue.

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5. Select an image that will act as a confirmation that you are on the correct site. Click Prev or Next to scroll through the images until you find one you like. Click on the image and then click Submit.

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6. Review the Security Features statement and click Continue.

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7. Select a challenge question from each of the three drop-down menus and provide an answer. Be sure that these are answers you will remember. Click Submit.

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8. Click Confirm to save the questions and answers you provided or click Edit to make changes.

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9. Review the Security Settings statement and click Continue.

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10. Update or enter a valid email address and provide a Password Reset Question and a Password Reset Answer.

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NOTE: By providing your email address and a password Q&A, you will be able to use ebranch Online's self-reset password feature if you were to forget your password.


11. You are now logged in to ebranch Online!

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What is the password criteria for ebranch Online?

  • Case sensitive.
  • Must be 8-20 characters.
  • Must contain at least 1 alpha and 1 numeric character.
  • Can contain special characters: !"#$%&()+,-/;<=>?[\]^_`{|}*'
  • May not repeat the last 2 passwords.
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I forgot my password. What do I do?

If you have established a password reset question and answer, you may use the "Forgot Password?" feature. If no question and answer has been set up, you will need to contact us, during normal business hours, at (808) 245-6791 to reset your password.


To use the "Forgot Password" feature:


1. Click the Forgot Password link.

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2. Enter your ebranch Online ID, email address and an email subject. Click Continue.

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3. Check your email and find the email that matches the Email Subject you entered in the previous step. Click the link in the body of the email.

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4. In the browser window that appears, enter your ebranch Online ID and answer the question. Answer IS case sensitive.

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5. Create your new password and click Submit.

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6. You may now login with your newly established password. If login is unsuccessful, your account may be frozen and you will need to contact us, during normal business hours, to reset your password.


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I forgot my ebranch Online ID. What do I do?

If you have forgotten your ebranch Online ID, please contact us, during normal business hours, at (808) 245-6791.

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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.


As of June 26, 2014, Internet Explorer 8 (IE8) is no longer 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. 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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Why am I receiving a message stating that "Internet banking is already running in this browser session"?

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


When you log in to ebranch Online, a Session ID is created and when you close your browser without logging off, your session stays active for 10 minutes. 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 this is not your first time, you only have three attempts to input the correct password and, after the fourth attempt, your ebranch Online account becomes frozen. Once your account is frozen, the "Forgot Password?" feature will not work and you will no longer be able to login to ebranch Online, even if entering the correct password.


To unfreeze your account, you will need to contact the Credit Union, during normal business hours, to reset your password.


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Why can't I access eStatements or Bill Payer?

When accessing eStatements of Bill Payer, a new browser window will pop-up.


If nothing happens after you click on the eStatements or Bill Payer tabs or you do not see a new browser window, please check the pop-up blocker settings in your browser.


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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?

Select an account and navigate to the Transactions tab. Use the View Range options to display different date ranges of transactions.

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To find specific transactions, navigate to Transactions > Search. Enter desired search criteria and click Search.

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How do I transfer money between accounts?

Navigate to the Transfers tab. Enter all required transfer details and click Submit.


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Click Confirm to complete the transfer, Edit to modify the transfer, or Cancel to discard the transfer.


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If the transfer was processed successfully, you will receive a transfer confirmation. You may print or save the confirmation for your records. If you would like to perform another transfer, click Add Another Transfer.

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How do I view, modify, or delete transfers?

Navigate to the Transfers tab and click Pending. Use the Transfer Options drop-down menu to View, Edit, or Delete transfers.

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View

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Edit

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Delete

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How do I see past transfers?

Navigate to the Transfers tab and click History. Use the View Range options to display the desired transfer history.


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

Navigate to the Transfers tab and click on Transfer to Any Account. Enter all required information and click Submit.

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You may also navigate to the Services tab and find Transfer to Any Account within the list of services. Click Continue.

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NOTE: You must verify the account you are transferring to by entering the last 3 letters of the primary account holder's last name.

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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.


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


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 cards, memberships, etc.

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 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?

Select an account, navigate to the Transactions tab, and click Download. Enter the required information and click Download.


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Save the downloaded file to your computer and upload into your finance software application as necessary.


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How do I setup stop payments?

Select an account and navigate to the Stop Payments tab. Enter the required stop payment details and click Submit.


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Click Confirm to finalize or Edit to modify the stop payment.


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You will receive a confirmation if your stop payment was successfully submitted. Click Add Another Stop to setup another stop payment

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There is a $10 fee for each stop payment. To complete the order, you must visit a branch office within 14 days.


Stop payments can be setup for the following accounts: Share Draft Checking, Visa Credit Cards, and HELOCs.

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How do I access my Visa Scorecard Bonus Points?

Navigate to the ScoreCard tab and click 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 the window/tab does not appear, please check your pop-up blocked 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 receive an error, your card may not be registered on the ScoreCard Rewards system yet. You may 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?

Navigate to the Settings tab and click Personal. Update all necessary fields and click Submit.


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

Navigate to the Settings tab and click Account. Select an account from the Account Type drop-down and enter New Account Pseudo Names in the fields.


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


Click Submit to save your changes.


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Can I change the default display options?

Yes. Navigate to the Settings tab and click Display. Select the desired options and click Submit.


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What are alerts? How do I set up alerts?

Alerts can be set up to notify you regarding activity on your account. You can setup alerts to be received through email, text message, or a logon message.


To setup alerts, navigate to the Settings tab and click Alerts. You can establish five different types of alerts: Events, Balance, Transaction, Item, and Security


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Why is the ebranch Online ID field not displaying on website?

This is caused by a caching issue on your browser. To fix the issue, please clear your cache or delete the temporary Internet files in your browser.

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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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