Help and Support

General Questions

Our branch hours and locations are listed here.

Our rates can be found on our Rates page.

Note:  Our rates are subject to change without notice.

Additional Services and Fees can be found here.

Note:  All account-related service fees are reviewed on an annual basis and are subject to change.

Online – Applying to become a KCCU member is easy!  All you need to get started is to have your personal information and social insurance number handy and about 10 minutes to complete our online application.  Once you’ve submitted your online application, we’ll contact you within 2 business days to let you know what the next steps are to get your account opened. If you need help with your application, please give us a call for assistance. 

       Requirement for membership with KCCU:

In person – If you prefer to meet in person, just reach out to us to set up a convenient time for you to meet with one of our representatives in branch. 

Contact your nearest branch by phone to book your account opening appointment.

Please note that youth accounts must be opened in person at one of our branches.  For more information about youth accounts refer to our youth webpage. 

Business and Community banking is also available.  Please call us for more details about account opening.  

Identification must meet requirement as outline in Proceeds of Crime (Money Laundering) and Terrorist Financing Act.

We require two pieces of identification and proof of address to open an account.  

Note. Health Cards cannot be used in Ontario as Identification.  As such, we will not accept a health card from any province as identification. 

If you are unable to provide  these options for identification, please contact us  to discuss additional available options.

Identification must meet requirement as outline in Proceeds of Crime (Money Laundering) and Terrorist Financing Act.

Note:  In order to open your account with us, we may need to check your credit report to ensure that you meet our minimum requirements.

Direct deposit and preauthorized payments are convenient, fast, and secure ways to receive or sent payments based on a specific schedule.  Specific account information is required to arrange such payments which can be found here.   

We are please to share our financial and business expertise to build financial knowledge and skills among a wide range of people. We offer workshops and presentations on topics like basic banking and financial services, budgeting, savings and investments, credit and debt basics, financial planning, financial fraud and home ownership.

If you are interested in having us speak with your organization or classroom, please contact us. We also have related resources which can be made available to schools and organizations who may wish to provide the learning on their own.  We can deliver the program or provide you with the resources to do it yourself.  Just reach out to us and we will do our best to help you out.

Learn more

We care about our community and are dedicated to support and give back to the causes that matter to you.  If you have an upcoming event, fundraiser or community project, please submit a letter of request to which includes specific details at least 4 weeks prior to your deadline. 

See our community page for more details. 

We also support our local community charities, cooperatives and not for profits by offering a no-fee Co-operation Plus Account (for qualifying coops) and a low fee Community Account for clubs, teams, and organizations.

Cheques, Debit Cards, Credit Cards and ATMS

If you are running low or are out of personal cheques, you may reorder by:

For non-personal cheque orders, please contact your branch.

Holds are placed on cheque deposited to member’s accounts to protect them and the credit union against possible fraud and losses. KCCU may limit the funds permitted to the member and apply or extend hold period for any cheques deposited.  Current hold practices and timeframes will be maintained and applied as appropriate. 

KCCU’s guidelines for the duration of holds are:

  • In province cheques will be held for 5 to 7 business days
  • Out of province cheques will be held for 15 to 20 business days
  • Out of country cheques will be held for 20 to 30 business days

To find out information about a hold on your account, please contact your branch.

To avoid having a hold placed on your account, you may wish to set up direct deposit arrangements with the sender for regular payments.  You may also arrange to receive funds by Interac e-Transfer® (must be from a Canadian financial institution in Canadian dollars). These are options to transfer money that is safe, easy, and immediately available.

Members may be granted immediate access to the first $100 from the proceeds of a cheque deposited.

Your KCCU MemberCard® debit card is a great alternative to carrying cash and allows you to access your accounts 24/7. Pay for your purchases at point-of-sale terminals, and withdraw funds from ATMs in Canada, the United States and around the world.

  • Your money stays in your account, collecting interest until you make a purchase. 
  • You have a record of every transaction you make
  • It’s widely accepted across Canada
  • Your purchases are protected with Buyer Protection
  • Your MemberCard® debit card offers Interac Flash® technology which allows you to pay by tapping your card on the card reader


®MEMBER CARD and MEMBER CARD & Design are registered certification marks owned by the Canadian Credit Union Association, used under license. 

Interac Flash® is a registered trademark of Interac Inc. used under license.

We have you covered!

Another advantage of dealing with KCCU is our Buyer Protection & Extended Warranty program! The best part is you are automatically enrolled, no applications and no extra costs!

How does the program work?

It’s simple. When you make a purchase from your insured account, you’re protected with the following benefits:

Buyer Protection

This coverage offers protection on the purchase of most retail items – and that includes gifts! For a full 120 days after the purchase, the item is protected if it’s lost, stolen, dropped, broken or even consumed in a fire.  For example, if you’re wrapping that new camera and it suddenly falls and breaks on the floor, you’re protected!  Valid claims will be satisfied either by replacing the stolen or damaged item, or by a cash payment in an amount not to exceed the amount of the total purchase price. Not using your debit card to pay?  No problem!  As long as the payment is made from your insured account, you receive protection for your purchase.

Extended Warranty

This program doubles the warranty period of a purchase item up to two years, as long as the manufacturer’s warranty is valid in Canada for five years or less. For example, when you purchase a blender, the manufacturer would typically offer a one year warranty. But if make the purchase from your insured credit union account, the blender would be protected under the terms of the original warranty for an additional one year period.  

This is a unique benefit for credit union members!  Similar products are offered on credit cards, but this one is truly unique and only available to credit union members.  

  • Buyer Protection coverage is a full 120 days from the date of purchase
  • Personal and home-based business purchases are protected
  • Coverage is up to $60,000 lifetime
  • Gifts are included
  • Includes worldwide purchases, not just Canadian purchases


Are all types of purchases covered?

Many types of purchases are protected including jewelry, sunglasses, golf clubs, clothing, computer equipment, video games, cellphones, cameras, furniture, appliances, iPads, trampolines, toys and more. Items not covered include cash, motorized vehicles, items intended for commercial purposes, animals, plants, food and sporting items lost or damaged through the normal course of use.

Making a Claim

Be sure to always keep a copy of your transaction record, receipt, and (for warranty claims) the manufacturer’s warranty.  For more details, please review the Buyers Protection Program. 

KCCU MemberCard® Debit Card

To report an issue or a lost or stolen MemberCard® Debit Card, please call or visit your branch during business hours. Outside of regular credit union hours, please call:  1-877-801-9516

KCCU Collabria Mastercard®

To report a lost or stolen KCCU Collabria Mastercard®, please call:  1-855-341-4643.  Cardholder support team members work on your behalf 24/7 every day of the year. 

If you can’t remember your PIN or if you are locked out, please visit one of our branches where we can assist you.  Please be sure you bring along valid photo identification so that we can confirm your identity.

If you know your PIN, but you want to change it to something different, you can visit one of our branches or change it at any KCCU or THE EXCHANGE Network ATM. Use this ATM locator to find the machine closest to you.

Interac Flash is a secure and convenient payment feature that allows you to pay with your debit card by simply tapping or holding your card over the contactless card reader when completing your purchase.

For security purposes, your KCCU MemberCard® is set with a spending limit of $250 for a single transaction and a $400 cumulative daily spending limit.

Learn more about Interac Flash.

THE EXCHANGE® network offers the only inter-institutional, full-function ATM network in Canada. Simply look for THE EXCHANGE® sign on ATMs at participating banks and credit unions across Canada and you can do the following without incurring extra surcharges.

  • Withdraw cash
  • Transfer funds between your accounts
  • Deposit cheques and cash


Find an ATM in the US 

Find an ATM Iternationally 

Any point of sale or ATM showing one of the symbols on the back of your KCCU MemberCard®.

KCCU offers a variety of credit card options through our partnership with Collabria. Please check their card and reward options to see what card will work best for you based on your needs.  Don’t miss the current offers from Collabria.  You might qualify for some great bonuses!

Learn more 

Meeting with an Account Manager

You can contact us by phone or email to request an appointment or visit us at our branch locations

To make changes to your existing business, community group or organization account, we first need to be provided with signed meeting minutes stating signing authority changes.  From there documents with be prepared and signors will need to be identified with two pieces of ID and documents to be signed. 

Note:  Current signing officer(s) must be replaced on the account before the new one takes effect.

Visit your local KCCU branch to setup online banking and your personal access code.

Go to our website and click on the online banking icon in the top upper right corner, select your branch from the drop down menu, enter your member number, input your personal access code and then select login.

2-Step Verification (also referred to as 2-Factor Authentication or Multi-Factor Authentication) is a simple process of identity verification delivered through a second layer of sign-in security to offer you an additional layer of security to your online banking experience. The verification code is delivered to you by text message or email directly to the mobile phone or email inbox that you registered in your initial set up. Input and submit it to complete your sign in. 

Learn more

If you were expecting to receive your verification code by email and do not see it, check your junk or spam folder.  If you do not find it there click resend again.  Sometimes there is a slight delay when receiving by email.  Each code generated remains valid for 10 minutes from the time it is generated. If you input the code after that time has elapsed, you will receive an error message. 

You can find your e-Statements with these simple steps:

  1. Sign in to KCCU’s online Banking.
  2. Click Accounts, under Accounts select View e-Statements. 
  3. Select the year and date of the statement you want to view.
  1. Click Forgot my Password found on the KCCU online banking login page.
    You will be taken to a verification screen where you will be required to input your login and verification credentials (including the last three digits of your SIN number).  Once your data is entered, click continue or visit the branch in person
  1. You will be taken to the 2-Step Verification page where your identity will continue to be verified.  The option on the screen (text message or email) will appear based on how you set up your 2-Step Verification.  If you have not enabled 2-Step Verification you will not be permitted to move forward. 
  2. After receiving your code through text or email, enter the code into the verification screen.  Following a successful verification, click continue to advance to the PAC reset screen. 
  3. Enter your new Personal Access Code and click continue.  


For additional security, we recommend setting a strong access code of at lease 8 characters which include a mix of capital and lowercase letters, numbers, and symbols.

Once completed proceed to use new Personal Access Code to log into online Banking.

Learn More

Alerts provide you with an additional layer of security by notifying you via text message or email when there have been certain changes to your online account. You can set up alerts yourself in online banking or on the mobile app and choose how you will be notified.

  1. Log into KCCU ®MemberDirect Online Banking on a trusted computer.
  2. Select Messages and Alerts from the left-hand shortcut’s navigation bar.
  3. Select Register for Alerts.
  4. Add an email contact, phone contact (or both) and follow the instructions received in the confirmation email or text.
  5. Next, select account nicknames and choose the alerts you would like to receive from the menu provided.
  6. Ensure the check box beside the contact (email address and/or mobile phone) to receive the alert has been checked by choosing Manage Alerts and selecting the alerts you wish to receive.   Click Submit
  7. You’re all set!


Alerts can be setup for several different products and services.

Learn more 

Interac E-Transfers®

Recipients are notified by email or text message that they have received a payment within approximately 30 minutes from when the transfer was initiated.

For your protection, limits have been put in place on how much a person can send by Interac e-transfer.

If you provided an invalid e-mail address, you will be notified via e-mail that the transfer notification was undeliverable. You can readdress and resend the transfer or cancel the pending transfer and the original amount (less the service charge) will be credited back to your account.

If you provided an invalid e-mail address, but did provide a valid mobile phone number, you will not be notified by e-mail that the transfer was undeliverable.

If you have provided an invalid mobile phone number and chose to notify your recipient by mobile phone only, you will not be notified in any way that the SMS text message did not go through.

If you want to cancel the transfer, follow these steps:

  1. Sign in to KCCU’s online banking
  2. If you’re using online banking click Transfers & payments, under Interac e-Transfer select History. If you’re using the mobile banking app, select Move Money on your bottom menu, then select Interac e-Transfer, and tap History
  3. Click on the Pending transactions tab, choose the transfer you want to resend a notification for and click the Cancel button.
  4. Click Continue
  5. The recipient will then receive a notification of the cancellation.

A recipient has 60 days to deposit money that you sent to them by email. During the 60 days, you can send reminder emails to the recipient via online banking. If the recipient has not deposited the funds within 60 days, you can cancel the Interac e-Transfer. The funds will be re-deposited into your account. Note that it can take up to 7 business days after the 60-day expiry to be re-deposited.

Autodeposit is a feature within the Interac e-Transfer® service that enables users to save time when accepting an Interac® E-Transfer.

It is enabled by registering your email address with Interac and allows you to receive funds directly into an assigned account without the need to select your financial institution or answer a security question.

When sending an Interac e-Transfer, the sender is made aware in online banking that you are registered for Autodeposit.

Learn more

Follow the steps below to set up auto deposit for any incoming Email Money Transfers (EMT). Once the registration is complete, all transfers coming into your email address will be deposited in the account you have selected.

  1. Log into KCCU MemberDirect® Online Banking on a trusted computer.
  2. Select Transfers from the left-hand shortcut’s navigation bar.
  3. Select Autodeposit.
  4. You are now in the Autodeposit Registration Page.  Enter the email address that the deposits will be sent to. Any E-Mail Money Transfers sent to this email address will automatically be deposited (once set up is complete).
  5. Note: To add, delete or manage e-Transfer recipients select the Add/Delete Recipients from the navigation bar.
  6. Select the account you would like the money to be deposited to when it arrives each time (chequing or savings).
  7. Review and check off both acknowledgements.
  8. Click the Register button at the bottom to complete the process.
  9. You’re all set!

Interac e-Transfer® Request Money is a simple way to email a request to someone for money.  Perhaps your siblings owe you for their portion of Mom’s birthday gift or your roommate needs to pay you for their half of the utilities, Interac e-Transfer® Request Money eliminates those awkward conversations and helps you getting paid back on time. 

Learn more

  1. Log into KCCU ®MemberDirect Online Banking on a trusted computer.
  2. Select Request Interac e-Transfer from the left-hand shortcut’s navigation bar.
  3. Select Request.
  4. Select From and insert the e-mail recipient you would like to request the funds from. 
  5. Note: To add, delete or manage e-Transfer recipients select the Add/Delete Recipients from the navigation bar.
  6. Select Account you would like the funds sent to and the Amount of funds requested.
  7. You may select options using Memo to add more details to your request. 
  8. Review and check off acknowledgements.
  9. Click the Register button at the bottom to complete the process.
  10. You’re all set to receive your payment!

Money sent by email must be in Canadian dollars and deposited into a Canadian account. You cannot send money by email to someone who does not have a Canadian account and online banking access at their financial institution.

With our wire transfers, you can send and receive funds within Canada or internationally quickly and securely.  Please visit or call your KCCU branch for details.

Learn more

Interac Flash®

Whether it’s a quick trip to the grocery store or your morning cup of coffee, Interac Flash® offers a fast, convenient, and safe way to use your credit union debit card to tap and pay for everyday purchases with no PIN required.

Interac Flash® uses secure chip processing to provide an added layer of protection to your purchases.  Look for the flash symbol when making your purchases. When prompted, hold your card within 4 cm from the front of the terminal and wait for a beep or approval message, letting you now your purchase is complete. The amount of your purchase will be debited from your KCCU account.

Fast and convenient. Just tap and go for purchases up to $250 (up to a combined maximum of $400 daily) before needing to enter your PIN. Purchases are backed by Interac’s Zero Liability Policy, meaning your transactions are protected.

Yes. Your Interac Flash debit card will work even if a business does not have an Interac Flash terminal. Instead, you will simply insert your card and enter your PIN.

Contactless payment options come with multiple layers of protection, including secure chip processing. This protects contactless cards against skimming, being copied and counterfeited, and other types of fraud, including electronic pick-pocketing. We have security measures in place to help safeguard you.

It’s simple, easy, and secure.  

Just look for the flash symbol.  The card reader needs to be enabled to allow for contactless purchases. Not every store offers contactless payments but if they do not you can insert and enter your PIN to make your payment.  

For security purposes, your KCCU Interac Flash debit card is set with specific spending limits.

  • A single transaction can’t exceed $250
  • There is a $400 cumulative spending limit


When you reach one of these limits, you’ll be prompted to insert your debit card and enter your PIN.  This is an added layer of protection that confirms you are the legitimate cardholder.  Insert your card, enter your PIN, and your Interac Flash limits are reset. 

You can add your KCCU debit card to your mobile wallet for fast and easy transactions.

Learn more 

Each merchant has its own maximum limits for Interac Flash transactions and, in some cases, you may need to insert your card and enter your PIN. As an additional safety feature, some transactions within the limit may also require you to insert your card and enter your PIN to further protect your card.

In order for a transaction to go through while having a card in a purse or wallet, two things would have to happen at the same time. First the machine would have to be ready to receive the debit transaction. Second you would have to intentionally tap the wallet or purse within 4 cm of the machine.

You are protected under the Interac Zero Liability Policy from any losses due to unauthorized transactions. If your card is lost or stolen, please call our 24 hour support at 1-877-801-9516 or reach out to us directly during business hours. 

KCCU MEMBER CARD debit cardholders are protected by the Interac Zero Liability policy. Once you tell us your card has been lost or stolen you won’t be responsible for any fraudulent transactions on your card. Contact us right away if you suspect fraudulent charges

No. Interac Flash uses RF enabled smartcard technology which is designed to protect sensitive information. Although you don’t enter a PIN with Flash transactions, the PIN remains a part of Interac Flash security. As an added layer of protection, once you reach the pre-determined spending limit for Interac Flash contactless payments, you’ll be prompted to insert your card and PIN into the terminal to confirm that you are the owner of the card.

Yes, your debit card will continue to function as it always has so you can continue to use your PIN when conducting point-of-sale or ATM transactions.

No, we’ve added the contactless functionality to our cards to make it quicker and easier to pay for purchases up to $250. It’s up to you whether you use contactless or stick to inserting your card and entering your PIN.

You can opt-out of having Interac Flash on your debit card. Please visit one of our branches and speak with the supervisor. Your signature is required to cancel the Flash feature on your card.

No. While your KCCU MEMBER CARD debit card may work at some point-of-sale terminals in the United States, Interac Flash contactless technology will not.

Where can I get more information about Interac Flash?

Please visit for more information.


KCCU and MemberDirect® online banking offers the added convenience to access service with your smart phone. There are two ways to access your KCCU account on your phone or tablet.

Downloading KCCU mobile App

  1. Search “KCCU” in either the Apple store or Android play store
  2. Login using your online account credentials. (If you are not already signed up for online service, please head to your nearest branch to complete the setup.)


Adding the KCCU Mobile App icon to your Smart Phone or Tablet

  1. Visit <Smart Phone Log-in> on your Smart Phone or Tablet, press Page Options Icon.
  2. Select the “Add to Home Screen” button from the menu.
  3. Give your new KCCU icon a name and select”Add”
  4. Select the icon to launch online service and enjoy the convenience of having your account in your pocket or on your tablet.


Learn more

KCCU Mobile wallets is designed for any members with a smartphone.

Apple device?  Apple Pay is available. 

Android device and phone? You have the option of Google Pay and Samsung Pay.

You can add your KCCU Member Card® debit card or Collabria Mastercard® into your mobile wallet -permitting you to pay without a physical debit or credit card on Apple or Android Phone!

Apple Pay, iPhone, Apple Watch, Face ID, and Touch ID are trademarks of Apple Inc., registered in the U.S. and other countries.

Android, Google Play, and Google Pay are trademarks of Google LLC.

Samsung and Samsung Pay are trademarks of Samsung Electronics Co., Ltd.

Download the latest version of the KCCU Mobile App to your Apple phone or iPad from the App store or for your  Android phone or tablet from the Google Play store. Open it and select Mobile Wallet. Select your KCCU Member Card® debit card or Collabria Mastercard® or other cards you would like loaded on the phone’s wallet.  Choose a passcode and start making payments immediately.

Mobile Wallet is accepted at retailers where tap is accepted.  Hover your unlocked Mobile phone over the reader, follow the instructions on the screen and wait for the purchase to be approved. For purchases over $100 you will be prompted to enter the Passcode selected when Mobile Wallet was set up.  From time to time, you may also be asked for the Passcode for additional security.

Apple Pay, iPhone, Apple Watch, Face ID, and Touch ID are trademarks of Apple Inc., registered in the U.S. and other countries.

Android, Google Play, and Google Pay are trademarks of Google LLC.

Samsung and Samsung Pay are trademarks of Samsung Electronics Co., Ltd.

Deposit Anywhere is a time-saving mobile app feature that allows you to remotely deposit a cheque using your mobile device, anytime of the day or night. It is available to all members that have Member Direct Online banking who downloaded the mobile app on either an Apple, Android phone or tablet.

Learn more

  1. Open your KCCU mobile banking app and log in
  2. Tap the “Deposit” button
  3. Select the account you would like the funds deposited into
  4. Enter the amount of the cheque
  5. Take a photo of the front and back of the cheque
  6. Confirm the details and tap “Submit”

 The funds are then deposited securely into your account.



All borrowers/guarantors must bring the following:

  • valid and current identification
  • confirmation of income (last two most recent pay stubs and copy of T4)
  • a letter from your employer verifying position and pay OR your most recent Notice of Assessment
  • your employer’s legal name and address
  • current list of assets with approximate amount or value of the assets
  • current list of liabilities, including:
    • current balance
    • payment amount
    • authorized limit for credit card or line of credit, if applicable
  • direct deposit information

Call nearest KCCU branch.

Send an email request to

Apply online at

Our calculators can help you work out the details of your financial plan and assist you in reaching your goals.

  • Mortgage Calculator
  • Loan Calculator   
  • Retirement Calculator
  • Retirement Income Calculator 
  • Tax Free Savings Calculator
  • Education Savings Calculator


We have many options available to help your save and invest for all stages of life.  From saving for your first car to drawing funds in retirement, we are here to help.  Connect with to set up a time to meet.

At Kingston Community Credit Union, eligible deposits in registered accounts have unlimited coverage through the Financial Services Regulatory Authority (FSRA).

Eligible deposits (not in registered accounts) are insured up to $250,000 through the Financial Services Regulatory Authority (FSRA).

Download the Deposit Insurance Reserve Fund (DIRF) Brochure.

For more information visit the Financial Services Regulatory Authority of Ontario (FSRA.


A third party is an individual or entity, other than the account holder or those authorized to give instructions about the account, who directs what happens with the account. For example, if an account were opened in one individual’s name for deposits that are directed by someone else, the other person or entity would be a third party.

  • A secondary piece of identification from the primary list above
  • Canadian Birth Certificate
  • Credit Card bearing the name and signature of the individual which has issued by a well-known and reputable Canadian financial institution
  • A CNIB (Canadian Institute for the Blind) client card bearing the individual’s photo and signature
  • Provincial Outdoors Card
  • Canadian University or College Student Card with photo (for student identification only)
  • An employee identification card (with photo) issued by an employer that is well known in the community (i.e. KGH, DND, Queens University, Corrections Canada, etc.)
  • Foreign passport
  • Canadian Passport
  • Permanent resident card
  • Citizenship card (issued prior to 2012)
  • Secure Certificate of Indian Status issued by the Government of Canada
  • Driver’s licenses issued by province or territory
  • The DND (Department of National Defense) 404 driver’s license
  • Nexus Card issued by Canada Border Services Agency
  • Provincial Service Cards
  • Provincial or territorial identity cards (i.e. Ontario Photo Identification Card)
  • Foreign Passport (only if it is equivalent to a Canadian issued photo identification document)