FAQ: MemberDirect® Online Banking with Personal Financial Management (PFM) Services

Frequently Asked Questions

  1. Do I have to use the new budgeting tools?
  2. Can I still complete all of the regular online banking transactions that I am used to?
  3. If I link an external account that I hold at another financial institution, will the details of that account (ie. product type, interest rate, account number, etc.) be made available to Kindred?
  4. Once I link an account from another Financial Institution can I transact between that account and the ones I hold at Kindred?
  5. Are all other institutions available to be linked as an external account? What happens if I cannot locate the institution I am looking for?
  6. Can I link another account that I have at Kindred Credit Union?
  7. Will the budget that I set-up automatically be shared with the individuals that are joint on my account? If I link an account does it show up when my partner logs in?
  8. Are the new Personal Financial Management Services available on Mobile web and the App?
  9. Can I link accounts that I have in another country?
  10. I have linked my Choice Rewards Mastercard as a partner account but none of the transactions have a category assigned to them.  Will these transactions be assigned a category and can I be able to re-categorize them?
  11. What is Increased Authentication?
  12. Are there any transactions that I won’t be alerted to if I setup the Deposit or Withdrawal alerts?
  13. What should I do if I receive an alert that someone has logged into my account and it wasn’t me?



Q: Do I have to use the new budgeting tools?

A: You do not have to use the budgeting tools if you do not want to. They are part of our website and you have the option to use as much or as little as you are comfortable with. The charts and graphs can be minimized if you don’t want them displayed when you login. Once minimized, they will remain hidden until you choose to utilize them. Automatic categorization will continue to happen which will make it easier for you to filter through your transactions.

Q: Can I still complete all of the regular online banking transactions that I am used to?

A: Yes, all of the current online banking functionality still exists. There are some enhancements to the display of information, such as scheduled bill payments displayed on the right side of the Account Summary page, which improve your online experience. There is also the addition of a quick action menu beside each of your demand products which allows you to quickly set-up a transaction from the specified account.

Q: If I link an external account that I hold at another financial institution, will the details of that account (ie. product type, interest rate, account number, etc.) be made available to Kindred?

A: Yes. At minimum, we need access to that information in order to provide transaction lists, spending analysis, and a consolidated financial picture. Prior to linking any account, you must provide consent by agreeing to a set of Terms and Conditions. Any and all access we have to use the information is governed by those Terms and Conditions and by other consents that you may or may not have provided. An externally linked account can be removed at any time by simply selecting the delete account button beside the linked account.

Your privacy is important to us and we are committed to safeguarding your personal and financial information. Please visit our Privacy Code and / or our Privacy Online page for more information.

Q: Once I link an account from another Financial Institution can I transact between that account and the ones I hold at Kindred?

A: Unfortunately, you are not able to complete immediate transfers between your Kindred account and linked external accounts. The new online services allow you to view all of your financial holdings in one location instead of having to access multiple websites. When you notice that funds need to be transferred between institutions, an eTransfer can be sent quickly and easily.

Q: Are all other institutions available to be linked as an external account? What happens if I cannot locate the institution I am looking for?

A: There are over 9,500 institutions that can be aggregated including banking, credit cards, loans, investments, insurance and rewards. If you come across an institution that is not listed in the external account section, please share the information with a Kindred Credit Union staff member. We will submit a request to the institution to determine their interest in allowing their clients to aggregate accounts through Personal Financial Management. Once we have been able to determine the interest level of the institution, we will contact you to let you know the outcome.

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Q: Can I link another account that I have at Kindred Credit Union?

A: Not at this time but we are working to make that feature available to you. In the meantime, you will have to maintain separate logins for your Kindred accounts. When this functionality does become available we will be sure to let you know.

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Q: Will the budget that I set-up automatically be shared with the individuals that are joint on my account? If I link an account does it show up when my partner logs in?

A: The settings that you establish are specific to your individual login. Your partner will also have to link each of their accounts in order for them to appear when they login. Additionally, they will also have to set-up their own budgets. This would be a great time to sit down together to discuss your finances and ensure the budget settings match your combined financial goals.

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Q: Re the new Personal Financial Management Services available on Mobile web and the App?

A: Yes, you are able to view and track (but not yet manage) all of your spending, budgets and categories as well as any linked accounts when using our mobile platform.

Q: Can I link accounts that I have in another country?

A: Currently you are able to link accounts that you have with a large number of institutions in Canada and the United States.

Q: I have linked my Choice Rewards Mastercard as a partner account but none of the transactions have a category assigned to them. Will these transactions be assigned a category and will I be able to re-categorize them?

A: Yes. Due to the nature of the linkage when using a partner account, it can take up to two business days for a connection to be established during which time categorization will be unavailable for that account. Once the account has been fully linked, each transaction will be assigned a category and you will be able to go in and reassign a category to have it reflected in your spending analysis and budgeting correctly.

Q: What is Increased Authentication?

A: Increased Authentication provides an additional layer of security to the MemberDirect® online banking login process. This feature requires you to select three security questions in addition to your Peronsal Access Code (PAC). To ensure that your financial information is protected and secure, Increased Authentication activates every time you log in to online banking.

How it works
When you log in to online banking from a computer that is not registered as trusted, you will enter your PAC prior to answering one of your three security questions.

Key benefits

  • Multiple login layers enhance member security
  • Enhanced security relies on member-selected questions and answers
  • Access to online banking automatically locks after a series of incorrect login attempts

Registering your computer for faster logins
You can speed up the login process by opting to register your computer.  When you log in from a registered computer, you don't have to answer a security question after entering your PAC.

Registering your home or personal computer is highly recommended for faster logins. You should not register shared or public computers. Cookies are used to identify registered computers. If you clear your cookies, you will have to re-register your computer.

Q: Are there any transactions that I won’t be alerted to if I setup the Deposit or Withdrawal alerts?

A: The Deposit and Withdrawal alerts will notify you of all immediate transactions, such as Point-of-Sale purchases or ATM transactions. You will also be alerted to item(s) that are processed, like cheque clearing or pre-authorized debit and credit transactions. Unfortunately, you will not be alerted to any auto transfers, such as a loan or post-dated bill payment.

Q: What should I do if I receive an alert that someone has logged into my account and it wasn’t me?

A: Contact your local branch immediately and they will help you change your online login to prevent future unauthorized logins to your account. If the branch is not open, please call our Technical Support number at 1-888-273-3488 and someone will assist you in disabling your login profile, preventing access, until you can connect with a Kindred employee when the branch opens.

 

Online Banking

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