When accessing the new platform for the first time, you will receive a prompt to authenticate yourself and change your password. However, you may reuse your existing password if you wish.

Business accounts with an Employer Identification Number (EIN) will have a separate login from Personal accounts.

NOTE: Your login credentials will remain the same on the new platform.

You can enable two-factor authentication, push authentication or an Authenticator app to enhance your security strength. In your account's “Security Validation” settings, you can choose to verify your identity at every login or on occasion.  

NOTE: Your initial login from a new device will require security code verification. 

Here is a list of required criteria to help keep your account secure. Your password must:

• Have between 8-32 characters
• Contain at least one letter
• Contain at least one number
• Contain only the following special characters !@#$%^&*()|-_+=[]{};':",.<>?/`~

Current Members will not need to “re-register.” Instead, you will log in with your current username and password and confirm your identity via a few authenticating questions before being prompted to change your password.

NOTE: You may reuse your existing password if you wish.

Online Banking supports the last two versions of Microsoft Edge, Safari, Chrome and Firefox. The TOR browser cannot be used. Additionally, the Mobile app supports the last two versions of iOS and Android.

 

• If you’re the primary account holder: Follow the steps provided to verify your identity. While your username will not change, you will need to set up a password.

• If you’re a joint account holder: You'll be able to have your own login. Follow the steps provided to confirm your identity and create a new password.

 

If you have automatic updates enabled, the latest version will be available automatically. Otherwise, update the Mobile app in the App Store or Google Play. The app icon will have a white square (not blue).  

NOTE: If you see the former app icon or receive a connectivity error, you may need to delete and reinstall the app. 

You will only need to set up or re-enter information for a couple of services once the upgraded platform is live: 
 

• Face and Touch ID—Re-enable your Face or Touch ID when logging in. 
• Alerts—Re-establish your current alerts to the new platform to receive account and security notifications.
• Intuit—You may be required to make changes to your Intuit application, which includes Quicken or QuickBooks. No action is needed if you no longer require integrating these applications with your KeyPoint account(s). Otherwise, please follow these Intuit transition instructions.
• Share Access—Re-assign permissions for those with shared account access. Go to “Manage Users” to assign permissions.

The KPCU Cards app is now available in Mobile Banking. Now, you can manage your debit and credit cards directly on the KeyPoint Mobile app.

Will I need to reset these in the new Mobile and Online Banking platform?

Be sure to turn off alerts in the KPCU Cards app before setting these up in the upgraded platform. Otherwise, you may receive duplicate card alert notifications.

You can make credit card payments by selecting “Transfer” in the Mobile app or “Make a Transfer” in Online Banking.

Your debit and credit card transactions will be available on the new platform.  

To make a loan payment, select the preferred loan account and then “Make a Payment.” From here, you can choose whether to make a loan payment using an existing KeyPoint account or an external account.

 

You will have access to all your Bill Pay payees and history. 

NOTE: KeyPoint requires at least one valid domestic (U.S.) address on file to process Bill Pay, external transfers and Pay Anyone. If you have any questions, contact us at (888) 255-3637 or Live Chat. 

 

Personalize your dashboard by selecting which account(s) and dashboard features to make visible and/or hide. Select the customization icon to edit, .

You can sort and filter transaction histories for your KeyPoint accounts. To find a specific transaction, type the keyword into the search field. Or click on the “Sort and Filter,” to search by “Transaction Type,” “Credit/Debit,” “Time Span” and “Category.” We suggest filtering by “Transaction Type” and “Time Span” first. The “Category” filter allows a more refined search of transactions, payor and payee types.

NOTES: You must activate Financial Wellness/Spending Analysis on your dashboard to filter by “Category.” Additionally, loan payments made as a transfer between KeyPoint accounts will appear under “Transaction Type” > “Transfers.”

You can also sort transactions by selecting the “Sort By” dropdown menu. Sort options include “Date (Ascending),” “Date (Descending),” “Description (A-Z),” “Description (Z-A),” “Amount (Low to High)” and “Amount (High to Low).”

You can grant account access to your child and other individuals by selecting “Manage Users” under menu. Then, click “Add a New User” and enter the individual’s information.

KeyPoint’s Youth Banking program helps students under 18 learn about banking and managing their money with a checking and savings account. Visit kpcu.com/youth to apply.

Past-due payments are visible on your Mobile and Online Banking dashboard. If a payment is overdue, your loan account will display “Past Due” along with the amount due.

If you are using any type of password manager, you likely have an old password saved. Try updating the password in the password manager. Also, it is possible the lockouts are due to aggregators – see questions “I get notifications...” and “I use services like….” below.

Still having trouble?

Call (888) 255-3637, click the Live Chat link during operating hours, or click here to request a call back—a Member Services Representative will contact you as soon as possible. You can also find our branch locations, hours and maps on our Locations page.

Write to us at KeyPoint Credit Union, 2150 Trade Zone Boulevard, Suite 200, San Jose, CA 95131.

If you have signed up for Personal Finance Management (PFM) or budgeting services like Empower, Quicken, YNAB, FutureAdvisor, Fidelity, etc., these providers use an “aggregator” service such as Yodlee, Plaid, Intuit, etc., to connect the PFM tool to your KeyPoint banking data. When you attempt to login to one of these PFM services, KeyPoint will send you an authentication request (via SMS, push or email) to confirm you are authorizing access to your KeyPoint account.

In addition, some of the PFM services may periodically update their information and attempt to login to your KeyPoint account (even when you are not logging on to your PFM service). KeyPoint will also send you an authentication request to confirm you are authorizing access to your KeyPoint account. Please review these authentication requests carefully. If you decline the authorization request to access your KeyPoint account, for your protection, your KeyPoint account will be locked. Please follow instructions to unlock your account at https://digital.kpcu.com/login-help

All personal financial management (PFM) tools use an aggregator service, such as Plaid, Yodlee or Intuit to connect the PFM tool to your KeyPoint banking data. Note it isn’t always easy to know which aggregator service your PFM uses; when you first login to your KeyPoint account through your PFM, you may see a “powered by” label that references the specific aggregator.

At a minimum, with the new system, you will need to go into your PFM tool and re-authenticate your connection back to KeyPoint. Also, please note that many PFM tools perform regular data “pulls” afterhours through their aggregator. You may see push, SMS or email requests to approve connections from Yodlee or Plaid or Intuit in these scenarios. If you decline them, you run the risk of getting locked out of your KeyPoint account, and the data won’t be refreshed in your PFM.

If you are not receiving authorization requests, it may be due to a registered device that’s no longer in use. Please remember to remove any inactive devices from your Device Manager.

You can also verify your account via SMS, email or voice call.

Still having trouble?

Call (888) 255-3637, click the Live Chat link during operating hours, or click here to request a call back—a Member Services Representative will contact you as soon as possible. You can also find our branch locations, hours and maps on our Locations page.

Alerts are notices you set up to automatically tell you when specific activity occurs in your accounts (e.g., a balance that falls below $100 or a deposit greater than $500).

Alerts are sent through text or email and are a great way to keep track of your account activity and monitor your accounts for fraudulent transactions.

KeyPoint will send alerts using the following email and phone numbers:
 

Alert Type	Contact Information
Card Services Alerts	Text “288472”
Debit Card Alerts	Text: “35515” Email: “[email protected]”
Other	Text: “888-691-5577” Email: [email protected]

The new Mobile and Online Banking platform cannot support international postal codes at this time. If you are signing in for the first time and live internationally, click “Forgot/Reset Password” on the login screen and follow the prompts. Please use your current username to log in. If you’ve forgotten your username, contact us at (888) 255-3637 or Live Chat.

If using Bill Pay:
Currently, a US-based phone is required to support multi-factor authentication (e.g., large dollar amount bill payments). While we are working of remediating this issue, please set up a Google Voice phone number to verify your account. Visit https://voice.google.com/.

If using Zelle^®:
Zelle^® requires both the sender and receiver to have a US-based financial institution. Additionally, if you do not have a US-based phone number, please use your email address to send and/or receive payments.

You can access Mobile and Online banking directly from all countries except the following: Afghanistan, Albania, Belarus, Bosnia and Herzegovina, Bulgaria, China, Croatia, Democratic Republic of the Congo, Cote D’Ivoire, Cuba, Iraq, Iran, North Korea, North Macedonia, Liberia, Myanmar, Nigeria, Romania, Russia, Serbia, Slovenia, Sudan, Syria, and Zimbabwe. You can access the service from these counties, however, if you use a VPN.

eStatements are the fastest, safest way to receive your account information!

To access your eStatements in Online Banking, simply click the More icon , then click Documents and Statements. Choose the Paperless Settings on the left to opt in for eStatements. Or login to the Mobile app and tap the Menu icon at the bottom of your screen. Tap More > Documents and Statements > Paperless Settings. Now you can see your statements as well as your tax forms and notices. It’s that simple!

The process for depositing your check(s) electronically will remain the same.

Remote Deposit allows you to deposit your checks using your smart phone any time, any place! Download KeyPoint’s mobile app and register for Mobile banking. Once logged in select Deposit and follow the prompts. You will be prompted to take pictures of the front and back of the check. Be sure to endorse the back and retain the check for seven (7) days for reference.

Please note the maximum daily check deposit amount is generally $25,000. Some checks may be subject to an extended hold. All check deposits are subject to collectability. For more information please see our Remote Deposit Capture Agreement or contact us at (888) 255-3637.

View how-to video: Mobile check deposit

Unfortunately, Business accounts cannot process Zelle^® transactions at this time.

A Zelle^® QR code provides peace of mind knowing you can send money to the right person, without typing an email address or U.S. mobile number.

• Select “Pay with Zelle^®” in Mobile or Online Banking and click “Settings” to see your QR code icon.
• To send money using a Zelle^® QR code, simply point your camera at the recipient’s Zelle^® QR code, enter the amount, hit “Send” and the money is on the way!

When sending money to someone new, it’s always important to confirm the recipient is correct by reviewing the displayed name before sending money.

Select “Pay with Zelle^®” in Mobile or Online Banking and click “Settings” to view your QR code. You can also print or share your code via text or email.

NOTE: The QR code is not available within the Zelle^® app.

Easily manage your Zelle^_® recipients at any time.

To sync your contact list:

• Open the KeyPoint Mobile app.
• Select “Pay with Zelle^®” and click “Add or Select a Recipient” under “Quick Send.”
• Tap “Select from phone contacts,” allow access to your contacts and then select the individual you wish to send or receive money via Zelle^®.

The amount of money you can send, as well as the frequency, is set by each participating financial institution. To determine your send limits, call our Contact Center at (888) 255-3637.

NOTE: The person sending you money will most likely have limits set by their financial institution.

We apologize for the inconvenience but are unable to increase the Zelle^® sending limits at this time. We hope to have this resolved soon.

Internal and External Transfers:

You can transfer money immediately between your KeyPoint accounts, accounts at other financial institutions or other individuals using their email or cell phone number.

Click on menu option “Make a Transfer” in Online Banking or “Transfer” in the Mobile app. For external transfers, the initial set-up of the external account is very simple and easy – it does however require additional verification steps and can take up to three business days to be completed.

For additional information please contact us at (888) 255-3637 or via live chat and our Contact Center Agents will be happy to assist you.

We apologize for the inconvenience but are unable to increase the Zelle^® sending limits at this time. We hope to have this resolved soon.

Internal and External Transfers:

You can transfer money immediately between your KeyPoint accounts, accounts at other financial institutions or other individuals using their email or cell phone number.

Click on menu option “Make a Transfer” in Online Banking or “Transfer” in the Mobile app. For external transfers, the initial set-up of the external account is very simple and easy – it does however require additional verification steps and can take up to three business days to be completed.

For additional information please contact us at (888) 255-3637 or via live chat and our Contact Center Agents will be happy to assist you.

External transfers enable you to send and receive money from non-KeyPoint accounts. To view already scheduled external transfers, click “Make a Transfer” in Online Banking or “Transfer” in the Mobile app. Next, click “External Accounts.” Here you will see your upcoming and past transfers sorted by date.

External transfers enable you to send and receive money from non-KeyPoint accounts. The initial set-up is very simple and easy—it does however require additional verification steps and can take up to three business days to be completed.

Set up a transfer for a new external account:

Click on “Make a Transfer” in Online Banking or “Transfer” in the Mobile app. Next, click “External Account,” then click “Add” at the top righthand corner and “Add Ext. Account.” Follow the steps provided to find and log into your financial institution account.

Set up a transfer for an existing external account:

Click on “Make a Transfer” in Online Banking or “Transfer” in the Mobile app. Next, click “External Accounts,” select the “To” field and enter the transfer details. For recurring transfers, select “Frequency” and fill in the required information. Once complete, click the green “Transfer” button below.