ClickSWITCH® FAQs

What is ClickSWITCH? Expand/Collapse

ClickSWITCH is an automated account switching solution that makes it easy for you to quickly and securely switch your recurring direct deposits and automatic payments from your previous financial institution account to your Kindred account.

How does ClickSWITCH work? Expand/Collapse

ClickSWITCH removes the hassle of contacting all of your billers and depositors to inform them of your new account information. You input your payment and direct deposit information to the secure ClickSWITCH system, submit the switch, and ClickSWITCH will handle the details for you. You can monitor the progress of your switches by clicking on the “View Existing Switches” on your dashboard. 

Is ClickSWITCH secure? Expand/Collapse

Yes. ClickSWITCH uses the latest in online encryption protection to gather and store your switch information. In addition, the highest industry standards are employed to protect your personal information

Who do I contact if I need help setting up my switches or if I have questions? Expand/Collapse

Please contact Kindred’s Member Support team for assistance at 1.855.772.5808 or 519.772.5808.

How do I log in and get started? Expand/Collapse

Getting started with ClickSWITCH is easy! Log into your online banking through  kindredcu.com. Select “Payments” and then select “ClickSWITCH”. You'll enroll in ClickSWITCH from this page and, going forward, you'll login using the same process.  

What do I need to start my switch? Expand/Collapse

You’ll need to gather all of your automatic payment and direct deposit information to get your switches started. A previous statement from your financial institution is a great source of information for the automatic payments and direct deposits tied to an account.

What is an automatic payment? Expand/Collapse

An automatic payment is a regular, ongoing payment that you set up to be paid from your bank account. This may include a monthly insurance bill, utility payment, or automobile loan payment, for example.

What is a direct deposit? Expand/Collapse

A direct deposit is any payment that you receive from an organization directly into your account. These could include regular pay from your employer, government direct deposits (Employment Insurance, Canada Child Benefit, Canada Pension Plan, etc.), and direct deposits from investment accounts.

How long will it take for me to submit a switch request? Expand/Collapse

Submitting a switch typically takes less than 90 seconds. 

Once a switch has been submitted, when does a company receive the information? Expand/Collapse

Switches are processed and sent out no later than 24 hours after they are submitted. 

How long will it take for my switch to be complete? Expand/Collapse

Once a company receives the form, automatic payment and direct deposit switches typically take five to15 business days. Since the timeframe depends on the company receiving the switch request, it’s always a good idea to review your switch status page for the most current information for each switch and to continue monitoring your accounts. 

Timing for each switch can vary depending on the type of payment or deposit, the biller or depositor and the method needed to switch the payment or deposit.

What if my switch isn’t completed and I miss a payment? Expand/Collapse

Monitoring your switch status is an important part of moving your account. It is advisable to keep enough money in your old account to cover each payment until the switch status for that payment has changed to “Completed,” or you’ve confirmed with your billers that your payment account information is updated in their systems.

When is it safe to move/remove funds from my prior account? Expand/Collapse

Keeping enough money in your old account to cover each payment until all switches show “Completed” is recommended. This is especially important for any payments that might be due during the 14 days after you initiate a switch.

Do I need to call my billers and depositors to confirm the switch? Expand/Collapse

ClickSWITCH displays the status for each automatic payment or direct deposit on the home screen under the button titled “View Existing Switches”.   If a switch shows “Completed” there’s no need to contact the biller or depositor. For switches that are marked as “Mailed”, you may want to contact the biller or depositor (if this status remains after 15 days) to confirm or determine if the company needs more information.

Why do I need to enter my billing account number or other specific information? Expand/Collapse

Companies require specific information to ensure your identity and to update the account information in their system.

Which address should I use for my biller and depositor? Expand/Collapse

A large number of billers and depositors are already in the system. However, if ClickSWITCH does not have a company’s address, please use the address that is indicated on the payment confirmation or statement the company sends you. You can also often find the address displayed in the Help or Contact Us areas of the company’s website.

What if I don’t have the information required to submit a switch? Expand/Collapse

If a field has an asterisk on the right, this information is required in order for the switch to be submitted. If you get stuck in the middle of a switch, you can click “Save and continue later”. It will save as an “Information Needed” status and you can either log back in later when you have the required information or contact Kindred for help

How do I know if my payment or deposit has been switched? Expand/Collapse

The easiest way to check the status of a switch is to look at the “Status” column of your ClickSWITCH account. Switches that have been completed and confirmed by your biller or depositor will display a “Completed” status. Switches that are still in process will display a “Mailed” status.

For switches that have a “Mailed” status for 15 days or more, contacting the company to confirm the switch is completed is recommended, or check your account. 

What if I forget to include an automatic payment or direct deposit when submitting my switches? Expand/Collapse

You can easily submit additional switches any time! Simply log into your ClickSWITCH account and click the correct tab in your dashboard.

One of my switches has an “Action Needed” status. What does this mean? Expand/Collapse

Occasionally, after you have submitted a switch for processing, ClickSWITCH’s research team determines that the company requires you to update your banking information with them online. When this happens, your switch will show an “Action Needed” status. You may also see an “Action Needed” status if the switch is rejected for other reasons. To see the details of the action you need to take, you can click on the “Edit” icon in the Actions column.

Will I be notified of any switch updates? Expand/Collapse

If you provided an email address during enrollment and have allowed alert emails, you’ll receive switch updates via email. If not, you’ll need to log in to ClickSWITCH and view the switch status.

Can I use ClickSWITCH to switch my occasional bill payments? Expand/Collapse

Since these types of bill payments do not recur automatically, you’re not able to use ClickSWITCH to manage them. 

I’m having technical difficulties. Who should I contact? Expand/Collapse

Please contact Kindred’s Member Support team for assistance at 1.855.772.5808 or 519.772.5808.

 
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