How to Switch Your Banking to Kindred

ClickSwitch FAQ

• What is ClickSWITCH

  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?

  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 “View Existing Switches” on your dashboard.

• Is ClickSWITCH secure?

  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.

• What is an automatic payment?

  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?

  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?

  Submitting a switch typically takes less than 90 seconds.

  Once a switch is submitted, a company will receive your switch request within 24 hours.

  Once a company receives the switch request, 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.

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

  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 day period after you initiate a switch.

• How do I know if my payment or deposit has been switched?

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

  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.

  If any switches have a “Mailed” status for 15 days or more, we recommend contacting the company to confirm the switch is completed, or check your account.

  Monitoring your switch status is an important part of moving your account. It’s 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.

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

  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 directly 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.

• Why do I need to enter my billing account number or other specific information?

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

• Which address should I use for my biller and depositor?

  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’s 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?

  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 with “Information Needed” as the status and you can either log back in later when you have the required information or contact Kindred for help.

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

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

• Can I use ClickSWITCH to switch my occasional bill payments?

  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?

  Please contact Kindred’s Member Contact Centre for assistance at 1.888.672.6728.