FREQUENTLY ASKED QUESTIONS

Call our 24-Hour ExpressBank

Most questions can be answered by using our “no wait” automated service which is available 24 hours a day. Download our touch tone phone reference to help you navigate the system.

A live-banker is available during the following hours:
Monday - Friday 6 a.m. - 10 p.m.
Saturday 7 a.m. - 7 p.m.
Sunday 10 a.m. to 7 p.m.

Kansas Area: (913) 234-6600
Missouri Area: (816) 932-7300
Outside These Areas: (866) 836-0846
General Questions? Email us at onlinehelp@mail.bokf.com

Here’s what you can do over the phone:

• Open a checking account, savings account or CD.
• Apply and get approved for loans and lines of credit.
• Place a Stop Payment.
• See if a check has cleared or a deposit has posted.
• Change your address.
• Order Checks.
• Transfer money between accounts.
• Check on account and loan balances.

Click here to view the routing number for Bank of Kansas City

About BOK Financial

Please click here to learn more about our parent organization, BOK Financial Corporation.

About Bank of Kansas City

Bank of Kansas City provides consumer, business, commercial and wealth management banking services. In addition, Bank of Kansas City provides investment and trust services, mortgage origination and servicing and an electronic funds transfer network.

Bank of Kansas City, is a subsidiary of BOK Financial Corporation (BOKF), a $31 billion regional financial services company based in Tulsa, Oklahoma. The company's stock is publicly traded on NASDAQ under the Global Select market listings (symbol: BOKF).

The following provides answers to questions you may have about Internet Security:

Is banking over the Internet safe?
Yes. Our state-of-the-art technology encrypts data traveling between your computer and Bank of Kansas City, making it virtually impossible for anyone to access your account information. We use SSL, the most trusted method of securing Internet transactions today.

How is my financial data protected while I'm online?
We consider the security of your account and transaction information of top importance. Thus, we have implemented a comprehensive security system, which leverages the bank, Internet and your PC to maintain the privacy of your financial information.

What is encryption?
Through encryption, your data (everything from your account numbers to account balances) is converted into a series of unrecognizable numbers before they are exchanged over the Internet. We work with your Web browser to transform all your banking requests into encrypted strings of data, and then back again to the original requests.

What are the browser security requirements?
To meet our security requirements, your browser must support the more powerful 128-bit encryption versions of Microsoft Internet Explorer 5.x or higher or Netscape Navigator 6.2 or higher.

Is Online Banking secure at Bank of Kansas City?
All information collected by or available on Online Banking is protected through the use of the secure socket layer (SSL) protocol and 128-bit encryption.

What is SSL protocol and 128-bit encryption?
SSL is an encryption system that creates a secure environment for information that is passed between the customer's desktop and Bank of Kansas City. There are basically two types of encryption: High and Standard. The difference between these types of encryption is the strength of capability. A High (128-bit) encryption is exponentially more powerful than a Standard (40 or 56-bit) encryption. High or 128-bit encryption means there are a septillion possible keys that could fit into the lock that holds your account information, but only one that works for each time you bank online. We use the highest level of encryption (128-bit) to ensure your online transmissions are secure.

How do I know that my banking session is being protected by encryption?
Your browser will display a special symbol to confirm you're in a secure session when banking online. If you're using Netscape Navigator, a solid key (not broken) or closed lock icon will appear in the navigator toolbar of your browser window. If you're using Microsoft Internet Explorer, a lock icon will appear in the lower right corner of the browser window.

How can I protect my accounts and identity while online?
Here is a list of simple online tips to help you safeguard your accounts and privacy from online scams. Also, here is some general information on how to prevent account fraud and included links to the FTC's, FDIC's and the U.S. government's Web pages that contain more detailed information about online safety, identity theft and online fraud.

What can I do to keep my information secure?
You provide one of Online Banking's most important safety features by protecting your online password making sure no one can see the password as you sign on to Online Banking and select sign off before moving on to other websites.

SECURITY TIPS: These few tips can help ensure the privacy of your account information:

• Your user ID and password are the keys to your accounts. It takes both identification codes to unlock access to your accounts. For the security of your accounts, don't choose a password from obvious clues, like a pet's name or your birthday. And never share your user ID or password with anyone.
• Many people tend to use the same user ID and password for numerous accounts across the Internet. To further safeguard your account, we recommend you select a unique Online Banking ID and password.
• Do not write or leave your password where it can be seen.
• You should never reveal your password to anyone.
• No Bank of Kansas City representative will ever ask you for your online password, ever.
• Notify Bank of Kansas City immediately if you notice any unusual account activity.
• Keep all documents that include your account information in a safe place (including ATM receipts and monthly account statements).

Can anyone else see my account information? Is it out in the public?
The information is not public. Only you can access it using your user ID and password. Unless you share your ID and password, no one can access your account information online.

What if I have more questions or need assistance?
If you can't find the answers to your questions online, please call our 24-Hour ExpressBank.

Download PDF

The following overview answers questions about opening an account online:

How can I open an account online?
Opening and funding your account online is secure, fast, and easy. Simply click the link below to get started. Once your application has been received we will send you an email letting you know if it is approved, as well as any additional steps.

• Your social security number.
• Your driver's license or state issued ID number.
• Information about any loans or mortgages that you may have to help us confirm your identity.
• For instant funding, you will need your current bank account and routing number.
• If applying for a joint account, you will need the secondary applicant's name, social security number and date of birth.
• A working printer in order to print disclosures, signature cards and other important documents.

What do I need to open a joint account?
You will need the same information that is needed when opening an individual account, only you will need it for both applicants. See the question and answer above for more details. Please note that each applicant will need to sign the signature card.

What type of accounts can I apply for online?
You can apply for a Checking, Savings, or Money Market account through our online account opening process. To apply for a CD, please call our 24-Hour ExpressBank.

Can I apply for a loan online?
Yes, you can apply for a loan online by clicking here.

Can I apply for a business account online?
No, however our 24-Hour ExpressBank can process your account application by phone.

How do I fund my new account?
For instant funding, you will need your current bank account and routing number. This process may require you to verify account ownership in one of a two ways. Please allow 2-3 business days for your transaction to be deposited into your new account. As another option, you may choose to mail us a paper check to fund that account.

How much can I initially deposit into my new account when applying online?
For Checking accounts, you can fund your new account with as little as $50 with a $1,000 maximum amount. For Savings accounts, the range is from $25 to $1,000 and a Money Market is from $100 to $1,000.

How long will it take to open an account when I apply online?
Your application will be processed and your account(s) will be loaded onto our system within 1-2 business days of you completing all steps of the application. Many times a decision is given to you as you progress through the application. At times we may need to place your account(s) into a Pending status while we attempt to contact you for additional details. Please note the funding of your account(s) can take 2-3 business days.

What's a promotional code?
A promotional code is a set of numbers and/or letters that you may receive from us in conjunction with a promotion we are doing. Not all applications will have a promotional code, so if you did not receive a promotional code from us via direct mail, Web offering, etc., then proceed to through the application without entering a code.

How do I navigate through the application?
Once you complete each page of the application you will be automatically taken to the next page in the application. To return to the previous step in the application, click the Previous Step button at the bottom of the page.

What happens when I complete the application?
Upon completion of all of the application steps, your account(s) will be loaded in our system. The initial funding of your account can take 2-3 business days before you will see that amount in your balance. You will need to mail in your signature card within 10 days of account opening. If applicable your debit card(s) and checks will be sent to you in the mail within 7-10 days of funding. You should expect to hear from us shortly after opening your account to see if you have any questions.

What's a signature card? Why do I need to mail it back to you?
A signature card allows us to service your account. It is important to sign and mail your signature card to us as soon as possible. If you are applying for a joint account, please make sure both people sign the signature card.

How do I get my account opening documents if I open an account online?
As part of the online account opening process, you will be asked to give consent to receive account opening documents and notices from us electronically. We encourage you to print or save copies of these documents. Some of the disclosures, rate information and terms and conditions are in Adobe Acrobat PDF format and require Adobe Reader to open. If you don't have Adobe Reader on your computer please click here* to download it for free.

When will I know my account has been opened?
You will receive an email from us letting you know your account is open and ready for you to use. Once you receive your debit card (if applicable) we encourage you to enroll for Online Banking using our automated enrollment process. Should you want to enroll for Online Banking before receiving your debit card or if you did not request a debit card, please visit one of our convenient locations.

Why did my application time out?
For security reasons, if your online account application is idle for more than 15 minutes it will be automatically be timed out. You will need to either restart your application or continue the existing application.

How secure is my information?
We are committed to making sure that your personal information is safe and secure. With our security infrastructure in place, we are confident that access to your account is private and secure. For more information, click here.

How do I fund my account if I don't already have a bank account?
You may choose to mail in a check or money order to fund your account. To avoid having it returned to you, such items must be made payable to you exactly as your name appears on your application. Additionally they should be endorsed by you. You may also contact our 24-Hour ExpressBank and process your account application by phone.

The following provides answers to questions you may have about BillPay:

What is Online BillPay?
Online BillPay is a service that lets you pay your bills using the Internet. It's easy and fast. No checks to write, no envelopes to address and no stamps to lick.

What can I do through Online BillPay?
In addition to the services provided through Online Banking, you will be able to:

• Schedule automatic payments for recurring bills of the same amount like your mortgage loan.
• Make payments to several payees from one screen.
• Make simple payments for different amounts at different times like your phone or utility bill.
• Review upcoming scheduled payments and make changes or cancel them.
• Set up BillPay alerts to notify you when a payment has been made.

How much does Online BillPay cost?
Refer to your product brochure for applicable fees for the use of the Service.

What type of account do I need for Online BillPay?
To use Online BillPay, you will need a personal or small business checking account. BillPay payments must be made from an eligible checking account. Money Market and Savings are not eligible for BillPay.

How do I enroll for Online BillPay?
If you currently use Online Banking and have a personal account, you simply need to click Pay Bills, review and accept the Terms and Conditions, select your primary account and you will be ready to go.

If you have a small business account, simply select Online Banking & BillPay from the Apply Online dropdown box on the homepage. Click Enroll, follow the instructions, and when your application is complete, print it off, sign it and mail or fax it to us. You will receive a letter in the mail letting you know you are enrolled in BillPay.

To whom can I make payments?
Online BillPay may not be used for the following types of payments:

• Payments to settle securities transactions
• Payments to pay off special or delayed financing for purchases
• Payments to credit counseling agencies that pay creditors on your behalf
• Payments to payees outside of the United States
• Court-ordered payments such as alimony, child support, speeding tickets, etc.
• Tax entities
• Collection agencies

When will payments be sent using Online BillPay?
If you submit your payment request prior to 7 p.m. (CT) on a business day (Monday-Friday, excluding holidays), the payment will be sent the following business day. If your payment request is made on a non-business day, the payment will be processed on the next business day and sent the following business day. When scheduling a future dated or recurring payment, if the process date falls on a non-business day, the payment will be processed on the previous business day and sent the following business day. We recommend that all process dates you select be at least seven business days before the actual "payment due date," not the late date and/or grace period. Funds will be withdrawn from your account according to the Terms and Conditions. See the FAQ below.

When will funds be deducted from my account?

• Payments made Electronically: We charge your transaction account on the selected process date and remit funds to the designated payee on your behalf. The payment is estimated to arrive in two business days or before.
• Payments made via Paper Check: We process a paper check containing your transaction account routing number and transaction account number to the designated payee on your behalf. The funds will remain in your transaction account until the check has cleared. The payment is estimated to arrive in five business days or before.

What if my payee doesn't appear in the list and I have to add it manually?
After entering the name of the payee you would like to set up, a list of merchants will appear. If you see your payee on this list, please select that payee as this will help ensure the payment is sent electronically. If you do not see your payee on this list, simply add it manually. In both cases, your payee will be successfully added to your list of payees.

How are my bills paid?
Payments are sent electronically or by check depending on the merchant's arrangement with our processor.

How do I know if my payment will be sent electronically or by mail?
If you click the Pay Bills tab, then on Schedule One-Time Payment, you will see a list of your active payees. If the Delivery Time column for a specific merchant is populated with two days, that means the payment will be sent electronically and should arrive at the merchant in two business days, if not before then. If the column is populated with five days, the payment will be sent via a paper check processed off of your specified checking account, allowing the money to remain in your account until the check has cleared. This also allows you to see the check image within Online Banking once the check has cleared. Paper payment should arrive at the merchant in five business days.

Can I add a merchant and pay them immediately?
Click the Pay Bills tab at the top of the screen, then click Manage Payees. In the Add New Payee box, simply type in the name of the merchant or person you wish to add and click Next. If you see your merchant on the list provided, select the merchant and click Next. If you do not see your merchant on the list, simply click Add Manually. Enter the requested information for the merchant and click Next. Confirm the information was entered correctly and click Add Payee. Once the payee has been added, you can schedule a payment.

How do I know if a payment was received?
You can verify that a payment was processed by checking your Payment History. A "Processed" status indicates a payment has been sent. Electronic payments are sent to the Payee the next Business Day. When a paper payment clears your account and the funds are debited, the check has been cashed.

How far in advance should I set up payments?
In general your payment date should be at least seven business days from the date you set up a payment. However, the number of days required to make a payment can vary by payee based on the method your payee can receive payments.

Can I schedule recurring payments?
Yes, just click the Pay Bills tab, then Recurring Payment. This feature allows you the convenience of scheduling payments to be made on an ongoing basis. This feature is especially convenient for setting up payments that are for the same amount and made at regular frequencies like your mortgage (every month), water bill (every other month) or car insurance (twice a year). You can schedule recurring payments to be made weekly, every two weeks, twice a month, monthly, every four weeks, every two months, quarterly, every six months and once a year.

Can I pay multiple merchants at one time?
Yes, just click the Pay Bills tab, then Schedule One-Time Payment. This allows you to pay multiple payees from one screen. Simply fill in the required information for the payees you wish to pay and click Next. Confirm the information was entered correctly and click Add payment(s).

What are pending payments?
Pending payments are payments you have scheduled through Online BillPay, which have not yet been processed and sent to the payee.

Can I cancel or edit payments?
Yes. You may cancel or edit scheduled payments up until 7 p.m. (CT) on the day your payment is scheduled to be processed.

If I cancel a payment, how will I know that the payment wasn't processed?
The payment will no longer appear on the Pending Payments screen. Instead, next time you log on to Online Banking, the payment will appear in your Payment History having a status of Cancelled. Payments may be cancelled online up to 7 p.m. (CT) on the scheduled process date.

Will my Online BillPay account become inactive if I do not use it?
Your Online BillPay account will remain active as long as you continue to have activity within Online Banking. After six months of inactivity, your Online Banking and Online BillPay account will be closed. You can enroll again for Online Banking by completing our Online Enrollment process. You may keep you account active by logging on, being enrolled for Online Statements or have recurring BillPay payments being processed from your account.

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The following provides you an overview and definition of key financial terms:

Annual Percentage Yield (APY): A percentage rate reflecting the total amount of interest paid on an account, based on the interest rate and the frequency of compounding for a 365-day period.

ATM Transactions: Includes all deposits, withdrawals, account transfers and inquiries at any ATM.

Available Balance: Your previous day's ledger balance, minus holds placed on your account by us, minus withdrawals and transfers from your deposit accounts made at a terminal or through Bank of Kansas City' 24-Hour ExpressBank plus transfer credits. Cash deposits and checks cashed at the Bank, along with ACH credits and debits to be posted to your account during the day may increase or decrease the available balance.

Average Collected Balance: For maintenance fees, we take the sum of the collected balance (positive or negative) in the account for each day of the period divided by the number of days in the period.

Average Daily Balance Method: The application of a periodic rate to the average daily balance. The average daily balance is calculated by adding the balance in the account for each day of the period and dividing that figure by the number of days in the period.

Average Ledger Balance: The sum of the ledger balance (positive or negative) in the account for each day of the period divided by the number of days in the period.

Bank of Kansas City's 24-Hour ExpressBank: It's full-service banking by phone 24-hours a day, 365 days a year even holidays. (866) 836-0846

Bank of Kansas City's TransFund ATMs: Bank of Kansas City's TransFund ATMs are identified by the Bank of Kansas City name and logo or special decal.

Charge Back: Occurs when you cash or deposit a check drawn on another account and it is returned against your Bank of Kansas City account.

Collected Balance: Derived after all transactions have been posted to your account, yet includes only those funds which actually have been collected or paid by us.

Cross Border Transactions: Those ATM and Debit Card transactions processed outside the United States.

Daily Balance Method: The application of a daily periodic rate to the balance in the account each day.

Dormant Account: A Checking or Savings Account will be considered dormant if a statement for such Account is returned as undeliverable and following reasonable efforts the customer cannot be located; and the Account has had no owner-generated activity during a statement cycle.

Insufficient Funds Fee: A fee charged for processing those checks you write which are for more than your account balance, when the items are returned unpaid.

Ledger Balance: Derived after all transactions have been posted to your account, regardless of whether the funds actually have been collected or paid by us.

Overdraft Fee: A fee charged for processing those checks you write which are for more than your account balance, when we pay the item.

Terminals: Automated Teller Machines (ATMs) and other electronic machines in which you may use your TransFund ATM Card or Bank of Kansas City Debit Card.

Tier Rates: Administered rates which may change daily at the discretion of the Bank based on market conditions and may vary by type of account.

Transfer Credits: Transfers from one deposit account to another made at a terminal or through Bank of Kansas City's 24-Hour ExpressBank.

TransFund: Automated teller network.

More information about Mobile Banking:

How do I enroll in Mobile Banking?

For Personal Accounts, you will need the following:

• Personal computer or your mobile Web browser (go to Online Banking.)
• Bank of Kansas City account number.
• Check/ATM card number and PIN.
• Social security number.
• Email address to enroll using our Online Enrollment process.

If you do not have this information, you will need to visit one of our convenient locations to enroll in person. Once you have enrolled in Online Banking, logged in and set up your security challenge questions and answers, you will be able to use Mobile Banking.

For Business Accounts: You will need to complete and sign the Business Banking enrollment form located at Business Online Banking and mail or fax it to us. We will process your request within two business days of receiving your completed form and send you a letter or email with instructions for logging on. Once you have enrolled in Online Banking, logged in and set up your security challenge questions and answers, you will be able to use Mobile Banking.

NOTE: You will need a username and password to access your accounts online and in mobile. A username and password are created during the enrollment process.

Customer Support

What if I have more questions or need assistance?

If you can't find the answers to your questions online, please call our 24-Hour ExpressBank, (866) 836-0846.

General Questions

What accounts can I access through Mobile Banking?

You can access your personal checking and savings, money market accounts, installment loans, home equity loans and lines of credit, mortgage loans, personal lines of credit, certificates of deposit (CDs), and IRAs. To access these accounts, you must have a valid checking, savings or money market account to enroll.

What services are available to me through Mobile Banking?

Mobile Banking provides a safe and convenient way to do your banking while on the go. You can check account balances, view transactions, transfer funds, find ATM and Banking Center locations and more. You can even pay bills online if you sign up for Online BillPay.

How much does Mobile Banking cost?

Mobile Banking is a free service, however, please check with your phone carrier regarding applicable charges and fees that may apply from use of their service.

What if I forgot my Username or Password?

Call our 24-Hour ExpressBank, (866) 836-0846.

How far back can I see transaction history?

You may access up to 90 days of transaction history. Mobile Banking will display your most recent 15 days of transactions by default, but you can expand up to 90 days of history.

What is a pending transaction?

Pending transactions include credits and debits that have not yet posted to your account history. This may include items such as debit card purchases, cashed checks, and other holds applied to your available balance. A purchase made with your debit card will debit your account at the time of the transaction and the funds are placed on temporary hold for up to three business days (for most transactions) or until the items clears. If we do not receive the completed transaction from the merchant within that time frame the pending debit is released. Once we receive the completed transaction from the merchant the debit will post to your account history.

In some cases the amount of the pending transaction may not match the actual amount of the transaction. This is because some merchants request us to authorize a general amount such as $1 or the amount that they estimate you will spend, which could be higher or lower than the actual amount of the transaction. When the transaction posts, your account is charged the amount of the transaction presented by the merchant. Some debit card transactions may not show as pending transactions and may not affect your available balance until they post.

Can I view images of cancelled checks in Mobile Banking?

Yes. Just go to your list of accounts and tap on an account. When the account activity is displayed, just look for that item and click the link. Images are generally posted by 11 a.m. (CT) for all checks that cleared the previous business day.

Can I view images of deposited checks in mobile banking?

Yes. You can view images of checks that were deposited at a banking center or via Mobile Deposit.  Just go to your list of accounts and select the desired account. When the account activity is displayed, look for the deposit in question and click on the link. Images are available when deposits post to your account transaction history.

What Mobile Operating System versions are compatible with Mobile Banking?

For the best user experience it is recommended that your device has the most recent operating system version installed.

How accurate is the locator?

Directions and maps regarding our banking locations and ATM’s are for informational purposes only. The accuracy of the locator is dependent upon your device’s ability to determine your location.

How do I update my account nicknames?

iPhone users: Log into Mobile Banking, choose “Account Preferences” from the menu, and select “Customize Account Display” to easily update account nicknames.
Android users: Log into Online Banking, access the Self Service tab, and select “Manage Account Preferences” to easily update account nicknames.

Mobile Transfers

How can I change or cancel a future-dated transfer?

For future-dated transfers initiated within Online Banking or Mobile Banking, they can be cancelled by clicking on Pending Transfers, selecting the item and deleting the transfer.

What is the cutoff time to transfer funds?

The cutoff time for transferring funds is 10 p.m. (CT). Funds transferred after 10 p.m.(CT) or on weekends and holidays will be processed on the next business day.

Mobile BillPay

What can I do through Mobile Banking BillPay?

Once you enroll in Online BillPay, you will be able to do the following in Mobile Banking:

• Add payees.
• Schedule one-time, future dated, or recurring payments.
• Confirm, edit or delete payee information.
• Review upcoming scheduled payments and edit or cancel them if needed.

How do I enroll for Online BillPay?

From within Online Banking you simply need to click Pay Bills, review and accept the Terms and Conditions, select your primary account and you will be ready to go. You must have a personal checking account to enroll.

If you have a small business account, simply select Online Banking & BillPay from the Apply Online dropdown box on the homepage. Click Enroll, follow the instructions, and when your application is complete, print it off, sign it and mail or fax it to us. You will receive a letter in the mail letting you know you are enrolled in BillPay.

When will payments be sent using Online BillPay?

If you submit your payment request prior to 7 p.m. (CT) on a business day (Monday-Friday, excluding holidays), the payment will be sent the following business day. If your payment request is made on a non-business day, the payment will be processed on the next business day and sent the following business day. When scheduling a future dated or recurring payment, if the Process Date falls on a non-business day, the payment will be processed on the previous business day and sent the following business day. We recommend that all Process Dates you select be at least seven business days before the actual payment due date, not the late date and/or grace period. Funds will be withdrawn from your account according to the Terms and Conditions. See the FAQ below.

When will funds be deducted from my account?

Payments made electronically: We charge your transaction account on the selected Process Date and remit funds to the designated payee on your behalf. The payment is estimated to arrive in two business days or before.

Payments made via Paper Check: We process a paper check containing your transaction account routing number and transaction account number to the designated payee on your behalf. The funds will remain in your transaction account until the check has cleared. The payment is estimated to arrive in five business days or before.

How do I add payees?

Once in Mobile Banking, select the BillPay tab and then select Manage Payees. You will then select the “+” symbol in the top right corner to add a new payee.

How do I know if my payment will be sent electronically or by mail?

In Mobile Banking, if you select the Pay To tab from the Make a Payment screen it will tell you the estimated delivery days. A payment with an estimated delivery of two days is sent electronically and five days is sent by mail.

How far in advance should I set up payments?

In general your payment date should be at least seven business days from the date you set up a payment. However, the number of days required to make a payment can vary by payee based on the method your payee can receive payments.

What are "pending payments?"

Pending payments are payments you have scheduled through Online BillPay, which have not yet been processed and sent to the payee.

Can I cancel payments in Mobile Banking?

Yes. You may cancel a scheduled payment up until 7 p.m.(CT) on the day your payment is scheduled to be processed.

If I cancel a payment, how will I know that the payment wasn't processed?

The payment will no longer appear on the Pending Payments screen. Instead, next time you log on to Online Banking, the payment will appear in your Payment History having a status of Cancelled. Payments may be cancelled online up to 7 p.m.(CT) on the scheduled process date.

Mobile Security

Why am I being presented with challenge questions when I try to login?

In order to protect you and your financial information, you may be asked challenge questions from time to time. These questions provide an additional layer of security to help ensure your information is kept safe. You may also choose to register your mobile device upon logging on.

What if I don't remember the answers to my questions?

If you are presented a security question and do not remember the answer, you will need to contact our 24-Hour ExpressBank for assistance, (866) 836-0846.

What can I do to keep my information secure?

You provide one of Online Banking's most important safety features by protecting your online password making sure no one can see the password as you log in to Online Banking or Mobile Banking and selecting log off when finished.

Touch ID

What is Touch ID?

Touch ID is the ability for the iPhone or iPad sensor to read your fingerprint and unlock your iPhone or Mobile Banking app.

What devices support Touch ID?

• iPhone 5s
• iPhone 6
• iPhone 6 Plus
• iPad Air 2
• iPad mini 3

How do I set up Touch ID for my Bank of Kansas City Mobile Banking app?

First, you need to set up Touch ID under the device settings on your iPhone or iPad found at Settings>TouchID & Passcode. Once you have enabled Touch ID, navigate to the Bank of Kansas City Mobile Banking App and the app will automatically prompt you to set it up.

What if I did not opt to set up Touch ID login for the Bank of Kansas City Mobile Banking app when I was prompted?

You can still set up Touch ID under account preferences found on the main menu of the app. To find the Touch ID settings go to Account Preferences>Login Settings>Touch ID.

How secure is it to use Touch ID as my password to log in to Bank of Kansas City Mobile Banking app?

Your fingerprint is one of the safest passwords in the world because it is always with you, and no two are exactly alike. When you use Touch ID it creates a mathematical representation of your fingerprint. This fingerprint data is encrypted and securely stored in the iPhone’s secure enclave. This hardened section of your phone provides extra protection against anyone who might try to obtain unauthorized access to your data. Any data protected by TouchID can only be decrypted when a matching fingerprint has been used to unlock your device. Using Touch ID is just as safe, if not safer, than using a user name and password to login.

What do I do if I would like to turn off Touch ID for the Bank of Kansas City Mobile Banking app?

You can turn off Touch ID in the device settings on your iPhone or iPad or in the Mobile Banking app. Go to Settings>TouchID & Passcode to turn off Touch ID on your device. To turn it off in the Mobile Banking app, go to Account Preferences>Login Settings>Touch ID from the main menu of the mobile banking app.

The following provides answers about Online Banking:

What is Online Banking?
Online Banking is a free Internet-based service that provides a safe and convenient way to do your banking online from anywhere that offers Internet access. You can check account balances, transfer funds, order checks, place stop payments and more.

Do I need anything special to use Online Banking?
No, nothing special is required. All you'll need is the following:

• An eligible Bank of Kansas City deposit account. If you already have an eligible account with us, you'll be able to gain access to your account information online.
• A computer processor (CPU), monitor and printer capable of printing text screens or a hard drive capable of storing data.
• Internet Access: You will need an account with an Internet Service Provider (ISP) and an email address. A modem that connects at 28.8 bps or faster will work best on our website.
• Internet Browser: We recommend that you use Netscape®, Microsoft Internet Explorer or AOL to take full advantage of our Online Banking Services. The Internet browser you use must support 128-bit encryption.

Can I begin using the service immediately?

• For Personal Accounts: Yes. Once you complete the Online Enrollment process, you'll be able to use Online Banking immediately.
• For Business Accounts:  You will need to complete and sign the enrollment form and mail or fax it to us. We will process your request within two business days of receiving your completed form and mail you a letter with instructions for logging on.

Can I use Quicken or Quickbooks with Online banking?
Yes. Web Connect allows you to automatically download your transactions from Online Banking to reconcile your accounts all in one easy step. For more information on how to download your transaction information, just click on Quicken or Quickbooks.

How do I sign up?

• For Personal Accounts: You will need a Bank of Kansas City Account number, check/ATM card number and PIN, social security number and email address to enroll using our Online Enrollment process. If you do not have this information, you will need to visit one of our convenient locations to enroll in person.
• For Business Accounts: You will need to complete and sign the enrollment form and mail or fax it to us. We will process your request within two business days of receiving your completed form and mail you a letter with instructions for logging on.

You will need a username and password to access your accounts online. A username and password are created during the enrollment process.

Why am I having problems enrolling online?
There are several possibilities. Typically, online enrollment shouldn't be a problem; however, there may be reasons why your enrollment cannot be processed online. Some of these conditions may incomplete account information, or an account type that is inaccessible online. Call our 24-Hour ExpressBank and they can help you through the enrollment process.

What if I have more questions or need assistance?
If you can't find the answers to your questions online, please call our 24-Hour ExpressBank.

What different Online Banking alerts can I set up?
There are many options available. You may choose from the following alerts below and receive them by email and/or push notification.

NOTE: Mobile Alert push notifications can only be edited when using the mobile app and not within Online Banking.

How do I enroll in Online Banking Alerts?
By default, you are automatically enrolled into Online Banking Alerts. Refer to “How do I set up an alert?” for activating alerts.

How do I set up an alert?
Log in to Online Banking and select Actions and Tools at the top of the page. Select Manage Alerts and click the plus sign next to the type of alert you want to configure. Enter the amount and destination for the alert and then click save.

How do I turn off an alert?
Log in to Online Banking and select Actions and Tools at the top of the page. Select Manage Alerts and click the plus sign next to the type of alert you want to turn off. Find the specific alert and select OFF and confirm you wish to Turn Off Alert. If you have a Push Notification enabled for the alert, you will need to log in to Mobile Banking to disable it.

How do I delete Online Banking Alert history?
Log in to Online Banking and select Actions and Tools at the top of the page. Select Alert Center and click the plus sign next to the desired alert type. You have the option on the right side of the page to delete individual alerts or all alert history.

How do I receive an alert from Online Banking?
You will receive Online Banking Alerts through email. Select Manage Alert Destinations under the Actions and Tools menu to add or change email addresses for delivery.

How do I change my primary email address for alerts?
Select Manage Alert Destinations under the Actions and Tools menu to add or change email addresses for alert delivery.

How soon will I get an Alert?
In general, our Alerts are sent close to real-time. This means we will do our best to notify you of the selected activity as close as possible to the time it actually occurred.

Will Alerts help to prevent banking fees?
Online Banking Alerts can help prevent fees by allowing you to actively manage your bank accounts at your convenience, anytime, anywhere. We do our best to provide alerts in a timely manner with accurate information, but alerts may be delayed or prevented by a variety of factors beyond our control. We cannot guarantee the delivery of alerts nor the accuracy of the content. We are also not responsible for any actions taken (or not taken) by you or any third party as the result of an alert.

The following provides answers about Online Banking Features:

How much Transaction History can I view online?
You can access up to 90 days of transaction history from today's date. Online Banking will display your most recent transactions by default, but you can use our search feature to display more transactions.

Can I view images of cancelled checks online?
Yes. Expand your “Deposit Accounts” and select the account you want to review. Go to “Recent Transactions” to locate the item you wish to view, and click on the link. Images are generally posted by 11 a.m. (CT) for all checks that cleared the previous business day.

Can I view images of deposit slips online?
Yes. Expand your “Deposit Accounts” and select the account you want to review. Go to “Recent Transactions” to locate the item you wish to view, and click on the link. Images are posted by 11 a.m. (CT) on each business day. Only images of the deposit slip are available and not the backup.

When are images of cancelled checks and deposit slips typically available?
Images are generally posted by 11 a.m. (CT) for all checks that cleared or deposits made on the previous business day.

Can I print or save the transaction information and check or deposit slip image?
Yes, you can do both. Start by viewing the image. To print, right click on image, and select “Print”. A printer friendly version of the image will appear and you can click Print. If you want to save the image, just right click on it and select Save Picture As from the menu. Choose which folder you would like to save the image to and click Save.

What if an image of a check or a deposit slip is unavailable?
In some cases, we may not be able to capture the image electronically. If it is after 1 p.m. (CT) on the day the image should appear online and you need a copy of this check or deposit slip, please click on Services in the Actions and Tools menu, complete the appropriate form and a copy will be mailed to you.

What is Web Connect?
Web Connect allows you to automatically download your transactions from Online Banking, launch your Quicken software, and reconcile your transactions all in one easy step. With Web Connect, there is no more searching for downloads and importing Quicken Interchange Format (QIF) files, and no more duplicate transactions due to multiple QIF downloads.

How do I download my account information into Quicken?
Using this website and Quicken® Web Connect, you can download transaction data for your accounts into Quicken 2007 or newer. Web Connect enables you to download transactions without duplication (please see instructions on the download page), and to easily add accounts into Quicken. There is no enrollment process, and no fee for using Web Connect.

If you are using Quicken 2007 or newer, please follow these steps to download, import and reconcile transactions in your software:

1. Click the Accounts tab, then Download from the top navigation bar within Online Banking.
2. Select an account, date range and download type. Please see instructions on the download page to avoid downloading duplicate transactions.
3. Click Download to begin the download process. This will allow you to use Web Connect technology to download information to your PC.
4. Depending on your browser, you will be asked what you want to do with the download file. Select "Open this file from its current location" to have the transactions saved to Quicken. Note: More recent versions of Microsoft Internet Explorer will not require this step.
5. If this is the first time you have downloaded information for this account, or if Quicken cannot determine which is the appropriate account, Quicken will ask you to identify the account. If you have set up a Quicken account for this account, click "Use existing Quicken" account and choose the account from the pop-up list. If you have not yet set up a Quicken account for this account, click "Create a new Quicken account" and enter a name for this account.
6. Click "Continue." Your account transactions are sent from your personal computer to Quicken. Depending on the amount of information being sent, you may see a progress bar indicating how much of the transfer is complete.
7. At this point, you can download transactions from another account (go back to Step 1), continue with your online banking session or log out from the website. Quicken will remember the transactions that you have downloaded when you use it next.
8. To accept your transactions into Quicken, start Quicken and go to the Online Center in your software. From the Online Center you can edit the downloaded transactions, if necessary. For example, you may want to add categories to uncategorized transactions.
9. When you are finished editing your transactions, you can accept them into your Quicken register. Highlight the account you want to review, and click "Compare to Register".
10. The statement for the selected account will appear, along with the account register. You will now be presented with your downloaded transactions.
11. Return to Step 8 to repeat these steps for additional accounts for which you downloaded statements.
12. Once all transactions have been accepted, you will see a screen "Your Account Register has been updated". You will now see your transactions in their respective account registers in Quicken.

Can I download my checking history into QuickBooks®?
Yes, you can use Web Connect to download, although, you must be using QuickBooks® version 2007 or higher. Previous versions of the QuickBooks® software are not compatible.

How do I download my account information into QuickBooks®?
Refer to the instructions for Quicken, as it is the same process.

Do I need anything special to use Online Banking?
You will need a modern web browser with 128-bit encryption. We built our Online Banking website using the latest technology to provide our clients with a faster, easier, mobile-friendly experience. Unfortunately, some browsers aren't supported. We support the following modern browsers:

• Internet Explorer
• Google Chrome
• Firefox
• Safari

You'll also need the following:

• An eligible Bank of Kansas City deposit account. If you already have an eligible account with us, you'll be able to gain access to your account information online.

What if I have more questions or need assistance?
If you can't find the answers to your questions online, send us a secure message or call our 24-Hour ExpressBank. To send a secure message, go to the Actions and Tools menu and select "Send a Secure Message".

How do I contact Bank of Kansas City with a question about Online Banking or Online BillPay?
Simply log on to Online Banking and click the "Actions and Tools" menu, then select "Send a Secure Message". This will allow you to send us a secure message. If you are not an Online Banking user, simply click the Contact Us link from our homepage.

How can I make finding accounts I need to access easier?
From the Account Summary page, select "Customize" to create a memorable name for all of your accounts accessed through Online Banking. You will be able to name accounts according to their intended purpose like tuition expenses, vacation funds or children's savings account.

What if I forgot my username?
Select "Forgot Password" from the log on section then complete the challenge questions and create a new password. If you are still having trouble, call ExpressBank during the hours listed under "Contact Us" on the log on page. After your identity has been verified over the phone, an ExpressBanker will locate your username and provide you with a temporary password that will allow you to sign on to Online Banking. The system will then automatically prompt you to select new password.

Can I change my email address online?
Yes. Simply go to the Welcome menu at the top of Online Banking. Select "Change Contact Information", then "Update". Change the necessary information then click "update" to finish.

Can I change my mailing address online?
Yes. Simply go to the Welcome menu at the top of Online Banking. Select "Change Contact Information", then "Update". Change the necessary information then click "update" to finish.

Can I order checks online?
Absolutely. Simply sign on to Online Banking, go to the Actions and Tools menu, select "Order Checks", select Order Checks then select the account and click "next". You will have the ability to customize your check order with different check designs, formats and quantities.

Can I set Online Banking and Online BillPay alerts to monitor my account activity?
Yes. Sign on to Online Banking, go to the Actions and Tools menu, then select Manage Alerts.

Can I view paper statement for my accounts online and stop the delivery of my paper statement?
Yes. When you enroll for Online Statements, you can have access up to 18 months of statements online. To enroll, go to the Actions and Tools menu, then select Online Statements.

How will I know when my Online Statement is available?
You will receive an email to your primary email address designated within Online Banking when your new statement is available. To change your email address, go to the Welcome menu at the top of Online Banking, then select "Change Contact Information", then select Update Contact Information.

How can I can change or cancel a future-dated transfer?
For transfers initiated within the Online Banking, future-dated (or recurring) transfers can be changed or cancelled by going to the Actions and Tools menu, then selecting Pending Transfers and clicking "View/Edit". 

Can I make my funds transfers recurring?
Yes. To set up a transfer go to the Actions and Tools menu, then select Add New Transfer, complete the necessary information and select Recurring, next to the date.

How will I know when my Online Statement is available?
You will receive an email to your primary email address designated within Online Banking when your new statement is available. To change your email address, go to the Welcome menu at the top of Online Banking, then select "Change Contact Information", then select Update Contact Information.

The following provides answers to questions you may have about Online Banking Security:

Why do I need security questions and answers?
Security questions and answers help to ensure your information is secure by protecting you from fraud. If our security tools detect unusual or abnormal patterns while logging on to your Online Banking account, you will be challenged using one of the questions and answers you provided. The security questions and answers, coupled with your password could be required to access Online Banking. The security questions and answers provide an extra layer of protection.

Why am I being presented with challenge questions when I try to log in?
In order to protect you and your financial information, you may be asked challenge questions from time to time. These questions provide an additional layer of security to help ensure your information is kept safe.

Will I be asked challenge questions every time I login?
No, this will only happen some of the time when we need to verify your identity using an extra layer of security. There are many factors that may trigger a challenge question to be presented to you.

Why do I need an extra layer of protection?
Online fraud is becoming more advanced and complex. Adding an extra layer of security helps ensure your financial information is kept safe.

Can I choose which challenge questions you will ask me?
Yes. During the security question and answer set up, you will select questions to answer.

Can I skip the questions and still access Online Banking?
No. When you are prompted, you must answer the security question correctly before accessing Online Banking.

What if I don't remember the answers to my questions?
If you are presented a security question and do not remember the answer, you will need to contact our 24-Hour ExpressBank.

Why do I need to set up challenge questions?
Challenge questions can help prevent unauthorized users from accessing your account through Online Banking.

Can I access Online Banking from multiple computers?
Yes, you can access Online Banking from multiple computers. You may be ask to answer a challenge question and will need to do so before accessing Online Banking.

The following provides answers to questions you may have about Online Banking Self Service:

What self service features are available with Online Banking?
There are a number of self-service features available through Online Banking.

• Order checks
• Request a stop payment on specific checks
• Order copies of checks
• Order copies of account statements or enroll for Online Statements
• Change your address
• Change your email address
• Customize nicknames for your checking and savings accounts
• Change your username or password
• Change your security questions and answers
• Update your Overdraft Coverage preferences
• Change your Direct Deposit settings
• Send secure messages to ExpressBank

How do I contact Bank of Kansas City with a question about Online Banking or Online BillPay?
After logging in to Online Banking, you may send us a secure message from the My Messages menu. You may also navigate to Contact Us from the Actions and Tools menu and select "Send a Secure Message". If you are not an Online Banking user, simply click the Contact Us link from our homepage.

How can I make it easier to find accounts I need to access?
By using the Customize feature on the Account Summary page, you will be able to create a memorable name for all of your accounts accessed through Online Banking. You will be able to name accounts according to their intended purpose like tuition expenses, vacation funds or children's savings account.

What if I forgot my username?
We can help. Simply call our ExpressBank. After your identity has been verified over the phone, an ExpressBanker will locate your username and provide you with a temporary password that will allow you to sign on to Online Banking. The system will then automatically prompt you to select new password.

What if I forgot my password?
You can use our automated Forgot Your Password reset feature on our Log On page. Once your identity has been verified, you will be able to automatically reset your password.

How do I cancel my Online Banking service?
To cancel your service, please contact our ExpressBank.

Can I change my email address online?
Yes. Simply go to the Welcome menu and select Change Contact Information. Click on Update Contact Information to edit your email address.

Can I change my mailing address online?
Yes. Your account mailing address information can be easily and conveniently changed online. From the Welcome menu, select Change Contact Information, then choose Update Contact Information to edit your address.

Can I order checks online?
Absolutely. From the Actions and Tools menu, select Order Checks and follow the instructions. You will have the ability to customize your check order with different check designs, formats and quantities.

Can I set Online Banking and Online Bill Pay alerts to monitor my account activity?
Yes, there is more than one opportunity to set alerts in Online Banking. From the Actions and Tools menu, navigate to Alerts and select Manage Alerts to get started. You may also set alerts from within each account menu. Just use the I Want To drop down and select Set Alerts.

Can I view paper statement for my accounts online and stop the delivery of my paper statement?
Yes. When you enroll for Online Statements, you can have access up to 7 years of statements online. To enroll, choose View Online Statements from the Actions and Tools menu, and select Enroll Now.

If I stopped receiving my paper statements and want to start receiving them again, how do can I do that?
You will need to call our ExpressBank to change the delivery method of your statements back to paper. At that time, you will no longer have access to your statements online.

How will I know when my Online Statement is available?
You will receive an email to your primary email address designated within Online Banking when your new statement is available. To change your email address go to the Welcome menu and select Change Contact Information. Click on Update Contact Information to edit your email address.

The following provides more information about Transferring Funds:

How can I can change or cancel a future-dated transfer?
For transfers initiated within Online Banking, future-dated (or recurring) transfers can be changed or cancelled by selecting Pending Transfers from the Actions and Tools menu. Under Scheduled & In-Progress, select View/Edit next to the transfer item you wish to edit or delete, and follow instructions.

If I make a transfer with Online Banking, when will it be available?
They will occur as same-day transfers as long as they are submitted prior to 10 p.m. (CT) on a business day, to be posted to the receiving account the same business day. Transfers occurring after 10 p.m. (CT) on a business day, or at any time on a weekend or holiday will post to the receiving account effective the next business day.

What types of funds transfers can I do with Online Banking?
With Online Banking, you can conduct the following funds transfers among Bank of Kansas City online accounts:

• Checking to checking
• Checking to savings
• Checking to installment loan
• Savings to savings
• Savings to checking
• Line of credit to checking
• Line of credit to savings

What is the cutoff time to transfer funds?
The cutoff time for transferring funds is 10 p.m. (CT). Funds transferred after 10 p.m. (CT) or on weekends and holidays will be processed on the next business day.

Are there limits on the number of transfers I can make?
Many accounts do not have a limit on the number of transfers you can make. However, many savings accounts, by Federal regulation, are not allowed more than six pre-authorized withdrawals or transfers per month (including no more than three checks). Refer to your rules for specific accounts to determine if your account is subject to these limitations.

Can I make my funds transfers recurring?
Yes.

What is the difference between an Online Banking funds transfer and an Online BillPay Payment?
An Online Banking funds transfer moves money between select Bank of Kansas City deposit and loan accounts. An Online BillPay Payment is similar to writing a check and payees may be Bank of Kansas City or third parties.

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