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Online Sign-in Q & A

Below is a list of common questions regarding online banking sign-in. If you need further assistance, please call us at 800-467-1939 or 859-987-1795 during regular business hours. Regular business hours are Monday – Thursday from 8:00 a.m. until 5:00 p.m., Friday from 8:00 a.m. until 6:00 p.m., and Saturday from 8:00 a.m. until noon EST.

Q: What is my user/access code?
A: When you enroll in online banking, the account number you enter becomes your user/access code. Each time you log in, you will be prompted to enter your user/access code. Enter the account number without any leading zeros. If you would like to change your user/access code, please contact our customer service representatives at 1-800-467-1939, and we will be happy to assist you.

Q: What are the password requirements?
A: Your password must be between 8-17 characters in length, contain at least one numeric character, contain at least one Alpha character, and contain at least one special character (eg. $, #, &).

Q: What is a strong password?
A: A strong password is one that is easy to remember, but difficult for someone to guess. Varying between upper and lower case and adding symbols makes a strong password. Avoid using obvious passwords such as your birth date, address, or telephone number.

Q: What if I forget my password?
A: Click on the “Forget Your Password?” link on the password login page. Your password will be emailed to the address we have on file. We also have customer service representatives ready to help. Please call 1-800-467-1939 or 859-987-1795 between the hours of 8:00 a.m. – 5:00 p.m. EST.

Q: If I am at work, will I be able to access my account?
A: Yes. If you did not register your work computer as a personal computer, you will be prompted to answer one of the security challenge questions first.

Q: Can I change the challenge questions?
A: Yes. Click on the drop down box for different questions. You can change your challenge questions, as well as other information, by clicking the options tab.

Q: My email address is not correct. Can I change it?
A: Yes. Log on to your account and click the tab labeled Options, choose Change Email Address from the drop down menu.

Q: It says that my log in information is missing or invalid. What do I do?
A: Ensure you are using the correct user/access code and password. Please note the log in information is case sensitive. If you would like assistance, please contact our representatives at 1-800-467-1939 and we will be happy to assist you.

Q: What should I do if my identity is not recognized?
A: You should immediately be prompted to answer a challenge question that you have previously set up through your online banking account.  If you would like assistance, please contact our representatives at 1-800-467-1939.

Q: How do I begin using bill payment?
A: Log in to your online banking. Click on the checking account number you want to use as your bill payment account, then the bill payment tab located along the top. You will be prompted to input your email address and telephone number.  If this information is prefilled, please verify for accuracy. Read the terms and conditions and click accept. You are now ready to start enjoying the convenience of our online bill payment. If you would like assistance, please contact our representatives at 1-800-467-1939.

All Kentucky Bank ATMs will be down for system maintenance between 1:00 p.m. and 6:00 p.m. on Saturday, April 29. We apologize for the inconvenience.

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