FAQs

Have some questions? That’s ok. We’re ready to help you. If you still have questions, you’re welcome to contact our tech support team at (859) 231-9300, option 7, or email us at techsupport@gtkycu.com.

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Online Banking

  • Is there a cost to access online banking features?

    No. Online and Mobile Banking will continue to be free to our members. If you opt to utilize some of the available features, there may be fees assessed per transaction that will vary.

  • How much of my account history will be present in Online Banking?

    You immediately gain access to the last 24 months when you enroll.

  • Will I still have my E-Statement history available?

    Yes. If you are enrolled in E-Statements, you will have up to 24 month of statements available, depending on your enrollment date.


  • How do I enroll in E-Statements?

    To enroll in E-Statements, you’ll need to login to your Online Banking. From the “Accounts” screen, you may click on any account or loan. Click the “Online Statements” link towards the right of your account detail. This link will redirect you to another site and ask you to complete prompts to finish enrollment. Statements are only available via online banking, not mobile.



  • Can I access my accounts from my phone, tablet, or computer?

    Yes. You can download our new app to your phone or tablet, as well as be able to access the online browser site through your phone, tablet, or computer. Statements are only available via online banking, not mobile.



Bill Pay

  • When are funds deducted, and how should I choose my payment date?

    Funds are deducted on the day your biller receives the payment, not the day you schedule it. Be sure to select the correct “deliver by” date so the payment arrives on time and you don’t accidentally spend funds that are already allocated.

  • Is there a fee for Bill Pay?

    No. While faster payment methods will have additional fees, standard Bill Payments are at no cost.


  • What are the delivery payment options available?

    Checks are sent via standard post and are subject to postal delays. Same-day payments are always digital and are only available for supported merchants. Please refer to the payment calendar for your biller once the new system is available to see the soonest possible payment date.


  • When I schedule my payment, how do I know which date to select?

    The date you choose for a payment will be the “deliver by” date. This means that the payment would by delivered to the payee by the date you select.


  • Can I set up recurring payments?

    Yes. Once you have added your biller to your payment center, you can select the “AutoPay” link from the biller’s row. This will allow you to setup automatic payments to the selected biller at the amount and time interval you choose.


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Logging In & Enrollment

  • How do I enroll in Online Banking?

    You first need to click the online banking button to navigate to the login page. You’ll then simply look for the “enroll in online banking” link to begin. You will be required to put in the member number, social security number, and last name of the primary account holder. You will then be prompted to setup your login information and accept the Online Banking Terms & Conditions.


  • How do I change my password?

    For Online Banking, click the “Forgot Password” link and follow the prompts to complete the process.


    For Mobile Banking, tap the "Trouble logging in?" link, select "Reset password," and follow the prompts to complete the process.

  • What if I forgot my User ID?

    For Online Banking, click the “Forgot Username" link and follow the prompts to complete the process.


    For Mobile Banking, tap the "Trouble logging in?" link, select "Recover User ID," and follow the prompts to complete the process.

  • Who do I call if I have issues logging into or enrolling in Online Banking?

    For technical assistance, you can contact Technical Support at (859) 231-9300, option 7. Technical Support is available during normal business hours.



External Transfers

  • What are External Transfers and who can use them?

    External Transfers allow you to move money between your GTKY accounts and your accounts at other financial institutions. You must be an owner of any external account you add, and verification is required. Instant is only available for select financial institutions.

  • Can I transfer money both to and from my accounts at other institutions?

    Yes. You can transfer funds to or from your verified external accounts and your GTKY accounts. However, transfers cannot be made directly between two external accounts.

  • Can I make a loan payment using an External Transfer?

    Not directly. External Transfers can only deposit into Savings, Checking, Money Market, or Brokerage accounts. You can transfer funds into your GTKY account and then make an internal transfer to pay your loan. Please keep delivery times in mind, as External Transfers are not immediate.

  • How long do External Transfers take, and what are the cut-off times?

    Depending on your account eligibility, you may have two delivery options:


    Next Day Delivery (cut-off: 8 PM EST)


    Standard 3-Day Delivery (cut-off: 1 AM EST)


  • Are there fees for External Transfers?

    Yes. A per-transaction fee applies and depends on the delivery option you choose.