Frequently Asked Questions

How can I submit customer feedback?

Click here for our customer service survey.

How is my online account protected?

KANZA Bank protects our customers by using a combination of security measures that are among the best in the e-commerce industry.

• Login Security. This online security feature provides an additional layer of protection from fraud and identity theft by preventing unauthorized access to your secure financial information. Login Security uses technology to verify your identity using a one-time passcode to authenticate the user via text or voice message. It also allows us to recognize your computer.
• Encryption. All customer information is encrypted using Secured Socket Layer (SSL) technology supported with digital certificates provided by GeoTrust, Inc. This means that your loan application information is safe and secure as it travels over the Internet.
• Firewall Security. We use leading firewall and network security technology to protect our internal computer systems from unauthorized access. Our customers can be confident that their personal information is completely safe and private after they apply.

Where can I find my Routing Number?

Your routing number can be found at the bottom of a physical check. It’s the first set of 9 numbers on the left-hand side. KANZA Bank’s ABA Routing Number is 101102124.

How do I sign up for eStatements?

Click here for more information.

How do I order checks?

You may reorder your checks directly from the Deluxe Check web site, or by going to the KANZA Bank home page: open up the Personal dropdown menu and navigate to the Resources column on the far right. Within Resources, you will find a Reorder Checks item. Clicking on this item will take you to a KANZA Bank page asking permission to direct you to Deluxe Check Ordering. Click OK, and you will arrive at the Deluxe Check login screen where you will be asked to type in the appropriate account information. Once you have followed the prompts, your order will be placed directly with Deluxe Check. To order your checks, click here.

What if I forgot my password?

If you’ve forgotten your password, go to the Online Banking Login at the top of our home page and click "Reset Password." This will take you to a page with the headline "Can’t access your account?" Simply type in the phone number associated with your account profile and your Username. Click on the box "Send me a new password."

What if I forgot my username?

If you have forgotten your username, click on the copy link "I forgot my username" and enter the email address associated with the account. A reminder email will be sent to you shortly.

How is my online account protected?

KANZA Bank protects our customers by using a combination of security measures that are among the best in the e-commerce industry.

• Login Security. This online security feature provides an additional layer of protection from fraud and identity theft by preventing unauthorized access to your secure financial information. Login Security uses technology to verify your identity using a one-time passcode to authenticate the user via text or voice message. I talso allows us to recognize your computer.
• Encryption. All customer information is encrypted using Secured Socket Layer (SSL) technology supported with digital certificates provided by GeoTrust, Inc. This means that your loan application information is safe and secure as it travels over the Internet.
• Firewall Security. We use leading firewall and network security technology to protect our internal computer systems from unauthorized access. Our customers can be confident that their personal information is completely safe and private after they apply.

What features are included in My Profile?

When setting up your online banking for the first time, you will be asked to fill out a profile. The My Profile menu contains account identification information like your user name, email address and security phone numbers. You also have the ability to update the fields within this section. My Profile includes:

• About Me - This is your username, user ID and email that we have on file
• Security - This is your online banking username, password and delivery methods for receiving one-time passcodes
• My Settings - Features like Alerts & Notifications, Account Nicknames and User Options

How do I create or change nicknames for my accounts?

You have the ability to change account descriptions (names) for easier recognition:

1. Click User Options in the My Profile section.
2. Click the Change Account Nicknames link (the name of the link may vary).
3. Find the account you want and type the new name in the Nickname column field.
4. Repeat this for each account that you want to change.
5. When finished, click the Change button.
6. You should see your account nicknames the next time you log in to online banking.

NOTE: These changes can take up to five minutes or more to take effect.
You may also assign a new description to any account displayed, or hide a displayed account:

Assigning a new description to any account displayed:

1. Remove or modify any characters from the account nickname field you wish to change.
2. Enter the new name of the account(s) in the account description field.
3. Click on the Change button to save this entry, the newly named accounts will now appear on the list of accounts.

Hiding a Displayed Account:

1. Locate the account to be hidden. Click on the Enable Checkbox next to that account, the checkmark will disappear and the account name will no longer be seen.
2. Click the Change button to save this change, or click the Reset button to return to the previously displayed account name.

NOTE: These changes can take up to five minutes or more to take effect.

What are the requirements for my Username?

• Must be at least six characters long and no longer than 20 characters
• Cannot be all numbers (can be all letters or characters)
• Can contain letters, numbers and the following characters: @$*_-=.!~
• Cannot contain any whitespace (spaces are not allowed: including before, in the middle of, or after the username)

What are the requirements for my Password?

• Must be at least six characters long and no longer than 32 characters
• Must contain characters from at least two of the following three categories:
  • Letters
  • Numbers
  • Any special characters
• Cannot contain any whitespace (spaces are not allowed: including before, in the middle of, or after the password)

Other items to note about passwords:

• Newly created passwords are case insensitive as of November 2012
• Passwords do not expire
• Minimum and maximum password lengths cannot be configured
• There is no policy about password reuse

How do I change my Username?

You can change your username in the My Profile menu. Click the Change link and enter a new username that matches the username guidelines described in the Username policy section, then enter your current password and click Save to change your online banking username.

Upon successful entry, a confirmation message will be displayed and an email will be sent to the email address that is on file within online banking. This change will take place immediately and be recognized across the system.

How do I change my Password?

Changing your password couldn’t be easier. Just click the My Profile tab at the top right of the page. Then click Change next to the password field, enter your current password, then the new password and confirm the new password in the fields provided. When everything looks good to you, click the Save password button to change your password.

To change your password:

1. Click on the Change link next to the Password field
2. Enter your current password
3. Enter your new password twice.
4. Click Change Password to submit your new password information. A confirmation message appears. If your e-mail address is on file in the system, and you elect to change your Password, you will receive an Email confirming the change.

Like all passwords, it is important to keep your Internet Banking password confidential. If you forget your password, you must contact your financial institution to receive a new one.

Also, for increased security, periodic password changes may be imposed by your Financial Institution. If you are required to change your password you will be prompted to do so when you log in to your Internet Banking session. When this occurs, you will receive a warning message when logging in that your password will soon expire.

What if I forgot my password?

If you’ve forgotten your password, go to the Online Banking Login at the top of our home page and click "Reset Password." This will take you to a page with the headline "Can’t access your account?" Simply type in the phone number associated with your account profile and your Username. Click on the box "Send me a new password."

What if I forgot my username?

If you have forgotten your username, click on the copy link "I forgot my username" and enter the email address associated with the account. A reminder email will be sent to you shortly.

Why am I having trouble logging into Personal Online Banking?

KANZA Bank Personal Online Banking incorporates multiple security measures to keep your account information private. To help maintain the most secure access, please observe the following:

• Your user ID and password are case-sensitive and should be entered exactly as you established them. Entering incorrect information more than once will result in your account access being locked. If this occurs, contact KANZA Bank customer service (this should link to an e-mail or a contact screen) Monday through Friday during business hours.
• Occasionally, our system will automatically require you to update your password and you’ll be prompted to do so upon log-in.
• If you correctly enter your user ID and are unable to proceed to the password screen, your account may be locked.

If you believe you entered your user ID and log-in correctly and are unable to gain access, or if your account has been locked, please contact KANZA Bank customer service (this should link to an e-mail or a contact screen) Monday through Friday during business hours.

Why do I have to keep entering a verification code to log in?

This appears to be an issue with Internet Explorer (IE) 9.0+ automatically deleting your cookies every time you shut down your computer. That’s why you are not recognized the next time you try to log in to online banking and you have to enter the verification code again. To fix this just follow the steps below.

• Within IE 9.0+, click the Tools icon on the upper right side (looks like a gear wheel).
• Select Internet Options from the dropdown list.
• In the Browsing history section, uncheck the "Delete browsing history on exit" checkbox.
• Click the Privacy tab.

1. Click the "Advanced" button.
2. Select the "Override Automatic Cookie Handling" checkbox.
3. Select "First-party Cookies" and "Third-party Cookies" radio buttons, if needed.
4. Select the "Always Allow Session Cookies" checkbox.
5. Click the OK button.

How can I update my security phone numbers?

In the Security section you can quickly update your existing security phone numbers. If you only have one phone number entered, you have the ability to add another phone number. When you are finished, click the OK button to save your changes.

How do I manage my online statement options?

The Online Statement Options feature allows you to choose between receiving monthly statements by mail or waiving them. In addition you may also have the option between receiving or not receiving e-mail notifications of your online statement availability. If your e-mail is not on file, and you elect to receive monthly e-mail reminders, you will be asked to supply it.

To change your online statement options:

1. Click the desired method of handling paper statements delivered by mail.
2. (Optional) Click the radio button for the desired method of handling e-mail reminders of online statement availability.
3. Click Change Online Statement Options to submit your preferences for monthly statement delivery and e-mail reminders. A confirmation message appears.
4. Select another option on the user options page or choose another Internet Banking option from the main menu.

What is KANZA Bank mobile banking?

KANZA Bank mobile banking is free and easy. With our password-protected Multifactor Authentication, you can have secure access to your accounts from your web-capable mobile device. With this method, you are actually logging into KANZA Bank online banking from your device where you’ll have the ability to check your balances, pay bills, transfer funds, view recent account activity and search for KANZA Bank locations and ATMs.  You can download our free custom app by logging into your App store.

What is KANZA Bank text banking?

If you prefer to manage your accounts without logging in to online banking, you’ll appreciate banking by text. Text banking is secure and almost instantaneous from your mobile device. To avoid or minimize usage fees, check to make sure your device has a text message or data plan. Once you’re set up, it’s easy to check your balances, transfer between accounts by typing in a few abbreviated commands:

Is there a cost associated with the text and mobile banking services?

There is no charge for the KANZA Bank Mobile Application download or usage. There is also no charge for text and mobile access. In terms of your mobile device, any charges are dependent upon your device’s text and data usage plans. Please consult your mobile provider.

How secure is banking by text or mobile phone?

KANZA Bank mobile banking is made secure through password-protected Multifactor Authentication which requires multiple levels of knowledge by the user in order to gain access. The process involves unique passwords set up by you, which we will prompt you to change at various intervals; unique security questions established by you; and verifications sent to your device requiring a response in order to gain access.

How do I enroll in mobile and text banking?

As a KANZA Bank customer, you will be prompted to enroll in mobile banking either through e-mail or through your customer service representative. You may also initiate mobile banking by opening the application after downloading it to your phone. After the application has been installed on your phone, you can access the account by using the same Login and Password used for your Online Banking access. You may also click here to enroll in mobile banking or click here to enroll in text banking.

What kind of phone do I need to have for mobile or text banking?

Most iPhone^®, iPad^®, Android^tm and BlackBerry^® devices are compatible with these functions. If your phone has mobile web browsing capabilities, most likely it is capable of mobile banking. If you have questions in this regard, visit with your mobile device provider. If your phone is capable of mobile banking, it can accommodate texting as long as your mobile device plan includes texting capabilities.

Where can I find the free KANZA Bank Mobile App?

Our customized KANZA Bank Mobile App is available for download at the app store for your iPad^®, iPhone^®, Android^tm and BlackBerry^® smartphone. Just search for KANZA Bank app; this is a free application.