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Electronic Banking Department
Mon-Thurs: 8am - 4:30pm
Friday: 8am - 5pm
Saturday: 9am-12pm
Online Banking FAQs
Who do I call for Online Banking support? - Call our Electronic Banking Department at 859-873-3136 or 800-873-0236
Why are you changing the online banking? - We want to provide you with the latest technology in banking online with your PC, smart phone and tablet. Customers have asked for Account Alerts and secure messaging. The new system provides that too. Also you will be able to pay bills with your mobile phone through our Personal Bill Pay. View our videos for more features or review the “Quick and Easy Guide to Online Banking & Bill Pay”.
I had bill pay already. Will it still work with the new Online Banking? - Yes! Bill pay did not change; it’s just getting a facelift. Your payees and history will not be affected. And even better! You will be able to pay bills from your Mobile Device once you have signed up!
How do I sign up for Online Banking? - After you have opened your account with us, you can access the online enrollment form which is located on our home page on the left hand side. Or you can fill out a form at one of our branches.
How do I sign up for mobile banking? - Once logged into Online Banking, go to Preferences> Mobile.
-Click on Mobile Enrollment (first tab).
-Check the checkbox to enable mobile banking access. This will allow you to use your existing online banking user ID and password on our mobile site. As a convenience, you can also have the mobile web address sent to the email on your mobile phone by entering your email address and clicking 'Send'.
-Then depending on your other preferences, you can enable Text Banking and/or download the App for Apple or Android devices.
Where can I find the First Time Online Banking User Terms and Conditions that appears when I first logged in? I forgot to print it out when I had the chance. - Please click here First Time Online Banking User Terms and Conditions
How do I know if the information you have for me is up-to-date? - The best thing to do is call - our Electronic Banking Department at 859-873-3136 or 800-873-0236. Please don't email your personal information to us.
Do I need software or other requirements for this enhanced online banking? - No software is needed. However, to ensure your optimal viewing ability and your online browsing safety, we have listed the most up-to-date requirements, which you can view here - Minimum Requirements
I have recently upgraded to Internet Explorer 11 and now I can’t view my Online Banking accounts. - We are aware of an incompatibility with the new Internet Explorer 11 and suggest that you use another browser such as Chrome, Mozilla Firefox or an earlier version of Internet Explorer.
I am trying to receive my secure access code via phone and/or text but I do not have my correct phone number listed. - Please call our Electronic Banking Department at 859-873-3136 or 800-873-0236 - to correct or add additional phone numbers
Can I add another contact number? - Once you have successfully logged into the online banking system, you can update your preferred contacts via the Preferences > Security menu.
Why must I have to get a Secure Access Code every time I login? - You may have not registered your device or pc the first time OR You are trying to access the system from a non-registered device or PC
Is the code I received by phone or text message my new password? - No, it is only a temporary access code. Never enter a secure access code on the login page as a password or as an existing password when instructed to change your password or establish a new password.
Forgotten Login ID/Password
I have forgotten my login ID. What do I do? - If you forget your login ID, please contact us. We will be required to securely verify your identity before providing you your login ID.
The system has warned me that one more unsuccessful login attempt will lock my account. What are my options? - If you have unsuccessfully tried to login and have been warned that one more unsuccessful entry will lock your account, you may choose the Forgotten Password process. That process will enable you to reset your password to something you can remember without the risk of locking your account. If you choose to try to login one more time and fail, you will be required to contact us to unlock your account.
I have been locked out of the system due to entering the wrong User ID or password too many times. How do I unlock my account? - If you have locked your account due to several unsuccessful login attempts, for your security you are required to contact us to unlock your account.
Can I change my login ID and/or password? - Once you have successfully logged into the system, you can voluntarily change your login ID and/or password through the Preferences > Security menu.
Registering your computer
Why am I being required to register each computer I use to access online banking? - In today's online environment, login ID/password access to your financial information is no longer considered sufficient to securely verify your identity. Therefore, in addition to your login ID and password, our online verification requires us to deliver you a one-time piece of required information via something only you possess (for example, your email account or your telephone). Once you receive the additional piece of information (a secure access code) and enter it into our system, we will remember your computer and browser and mark your browser with a cookie and/or other browser-specific object.
Registering your computer adds a strong layer of security to your online accounts. This means that no other unregistered computer in the world has access to your online information, even if your login ID and password were accidentally or unintentionally compromised. Once we register your computer and browser, you will only be required to enter your login ID and password on future logins via the registered computer browser.
I registered my computer during a previous login, but the system is asking me to register it again. Why? - There are several reasons this may happen, including:
>Your browser settings are set to delete cookies, or your browser cookie for online banking has been deleted since the last time you logged in.
>Your online profile is set to require a secure access code delivery each time you log in.
>You are logging in via a different browser on the same registered computer. Each browser (i.e. Chrome/Internet Explorer/Firefox/Safari/) must be individually registered.
>We have reset all active registrations on the system for security purposes.
How do I remove the registration from a computer that is no longer mine? - You can remove the registration of a computer/browser by deleting your cookies, or only the cookie related to our online site. Please see your browser help for assistance in deleting cookies.
General Questions about the Online Banking system
I have the App on my phone called Touch Banking from before. Will this work? - No, you must uninstall that one as it is no longer functional. Unless you just like the way it looks! We’ve made it very easy for you to download the new UBKYMobile app:
1. You can search for UBKYMobile or UnitedBankKY in iTunes or Google Play.
2. You can log into Online Banking, navigate to Preferences > Mobile > and the information at the top of the page gives you the links to both Apple App Store and the Android Market.
3. On our Personal Online Banking page, we have provided a link to more information about Mobile Banking.You can download the App from there: Mobile Banking

I have a Blackberry (or) a Windows phone; is there an App that will work? - While we don’t have an app for the Blackberry or Windows phone, the Mobile Browser will do the trick. You can select to send yourself the link from the Mobile page on Online Banking or you can copy and paste it from here: https://secure10.onlineaccess1.com/UnitedBankTrustMobile_303/Default.aspx
I had Recurring Transfers set up before you changed the Online Banking, but now I don’t see it? Do I have to set these up again? - No, you don’t have to set them up again; they are there, but not visible on the new system. The transactions will still occur. So you have two options:
1. We can delete them so that you can set them up again on the new system yourself
2. Remember that these transactions will occur on the days you originally set.
I have Account Plus+ tied to my checking account but I don’t see it in my current list of accounts with United Bank. Why not? - Your Account Plus+ is still tied to your checking account, and any transactions that occur with it will appear on your transactions. Also the monthly details will appear on your statement as it always has. At this time, we are aware that the Account Plus+ accounts are not showing in the Account Overview and are working to correct this as soon as possible.
Signing Off Online Banking Properly
What is the most secure way to sign off? - To maximize the security of your online information, you are strongly encouraged to always use the Sign Off menu selection or close your browser to end your session.
What is defined as inactivity? - There are two periods of time that are considered “Inactive”:
LockTime = Customer who has been inactive for 15 minutes (Business customers = 30 minutes) will be required to re-enter their Password.
Timeout = Customer who has been inactive for 20 minutes (Business customers = 45 minutes) will be required to re-login using both their Login ID and Password.

Both are defined as not having submitted any request to the server within the user session timeout period. If you submit a request that results in the rendering or refreshing of a page, or you submit a transaction, your user session timeout period is automatically restarted. Simply typing information such as dollar amounts into a form is not defined as system activity.