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.
 

Routing Number

Our routing number is 244077556.
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 enroll and can set up your account in Digital Banking at that time.
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.
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 16.0 and above
  • Android – versions 8.0 and above
Internet Browsers: latest and most recent versions of:
  • Microsoft Edge
  • Google Chrome
  • Apple Safari
  • Mozilla Firefox
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: !”#$%&()+,-/;<=>?[\]^_{|}*’.
  1. From your login screen, click “Forgot”
  2. Option #1: Input your username and email address, then click “Next”
  3. 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”
  4. Enter the verification code you received and click “Verify”
  5. Input a new password and click “Update”
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 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.
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.
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”
    1. For Balance Alerts: Input an Alert for when your account balance is under or over a certain dollar amount
    2. 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
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.
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.










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 you can send us a message using the “Conversations” feature in the Support section of Digital Banking
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, remove or add different cards on your Dashboard.
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.
Conversations is a convenient way for you to message a member service representative with your banking questions from within Digital Banking. 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 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.
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.
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.
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.
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.
A payment confirmation number is available in the history/pending area of “Payments” by clicking on the “Manage Payments” link from your desktop banking.
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.
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 “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
    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
  8. 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.”
  9. 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.
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
Images of checks are available within Remote Deposit History, not currently available in Transaction Detail.
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.
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.
You are not able to submit foreign checks or signed over checks 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.




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 offer personal banking solutions for Central Ohio residents, as well as a full suite of personal banking products and services with low fees, competitive rates on credit cards, home mortgages and home equity loans, auto loans, personal and student loans, and financial wellness and counseling services.

To learn more, call us 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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