Our Coronavirus Response

What we’re doing today, to be ready for tomorrow.

Last updated February 5, 2021

We’ll continue to keep you at the center of our work as we modify and update our coronavirus response based on the latest guidance from leading authorities. Here, you’ll find out about financial assistance, branch banking and locations, answers to frequently asked questions, self-service options to help you with your everyday banking and more.

Get back on your financial feet

Financial hardship help is available now

Paycheck Protection Program Information
The Paycheck Protection Program application portal is now available. Learn more and apply.

2021 Stimulus Payments
The latest $900 billion relief package includes payments for individuals, help for small businesses, extended unemployment benefits, funds for vaccine distribution and assistance for schools.

The IRS started sending Economic Impact Payments, or stimulus payments, to qualifying individuals and couples via direct deposit, check and prepaid cards. For more information on how Key is processing these payments, see our FAQs.

Client Assistance
You may be eligible for immediate help including extensions, waived late fees or waived penalties on KeyBank mortgages, credit cards and loans and lines of credit through our borrower assistance programs. To request a waiver for certain service charges on KeyBank checking and savings accounts or for questions about KeyBank student loans, auto loans and other loans, contact us.

Staying safe from coronavirus scams

Your security and privacy are important to us, so we want to make sure you’re aware that scams related to stimulus payments and unemployment benefits are on the rise.

Get security tips and the latest details at key.com/privacy-security.

Ready for tomorrow

Learn how KeyBank is supporting our communities in response to coronavirus.

KeyBank branches

  • Nearly every branch is fully open.
  • Minimize contact with our teammates by using our drive-thru lanes where available.
  • For up-to-date information about all of our locations, visit our ATM and branch locator.

As part of our health and safety measures, masks are required in all KeyBank branches. If you are in a high risk group and need to do your banking in a branch, you can schedule an appointment online, in online and mobile banking or by calling your branch

The health and safety of our clients and teammates is our top priority. All KeyBank branches are taking the following precautions:

  • Hand sanitizer for you and our team
  • Plexiglass for teller windows, bankers' desks and other areas in the bank where clients are served
  • Social distancing signage and floor markings
  • Occupancy limits
  • Increased frequency and enhanced cleaning for our ATMs, branches and drive-thrus
  • Daily team health screenings and reinforcement of best health practices
  • Direction for our teams to stay home from work if COVID-19 symptoms are present

Self-service tools

If you are experiencing any COVID-19 symptoms, please use online and mobile banking, which offers many of our most frequently used services. Learn more and get all the tools and resources at our Customer Service Center.

Our support for businesses

Small Businesses
As a top national Small Business Administration (SBA) lender, we have a variety of options and programs built to keep businesses running, as well as decades of experience with government programs. Find out about the SBA disaster recovery loans at disasterloan.SBA.gov.

For any service-related questions, contact us at 1-888-KEY4BIZ (539-4249).

Businesses & Institutions
You can rely on us for stability through changing economic cycles. Our capital structure and liquidity are sound, with strong earnings growth and seven years of positive operating leverage. As we move through this cycle, our relationship managers are on hand to discuss industry impacts and options.

Wealth management support

Key Private Bank
Most private bank offices are open by appointment, just contact your advisor. The Key Private Bank offices in Naples, Ft. Myers and Palm Beach Gardens are open from 9 a.m. to 3 p.m. on Tuesdays through Thursdays.

For Key Private Bank client services, call 1-877-634-2968.

As always, you can find our expert analysis and strategies for navigating market tensions in our daily market briefs.

Key Investment Services®
Our financial advisors are available by appointment to meet you at a nearby branch.* To make an appointment or reach a service professional, call us at 1-888-547-2968.

Frequently asked questions


How can I stop a payment?

In online banking, upcoming activity is displayed in the account details page of each account. Select the payment you would like to stop to edit or delete it. In the mobile app, scheduled payments can also be canceled by selecting the “+” button and red activity icon. Select the payment you wish to cancel in the Bill Payments menu.

How can I find a branch that’s still open or use a safe deposit box?

Nearly every branch is fully open. To see the most current information, visit our ATM and branch locator. Contact us for safe deposit box access.

What banking can I do during a branch appointment?

You can complete any usual banking during a scheduled appointment, such as open a new account, apply for a loan, have a financial wellness review, or discuss account questions. You will need to bring your identification. To make an appointment, call your branch or schedule an appointment online.

I want to use online banking or download the mobile app. Where do I start?

With online banking and the mobile app, you can check balances, deposit checks, pay bills, and more—easily and securely, without leaving home. Get started today.

Who can I call for help with online banking or the mobile app?

When you need help with online banking or the mobile app, contact our digital banking support team at 1-800-539-1539. We’re here Monday through Friday from 7 AM to midnight, and Saturday and Sunday from 8 AM to 9 PM.

Who can I call with account questions or for more information?

If you have any other questions or need help with your accounts, call our 24/7 customer service team. We’re experiencing longer than usual hold times as we work with our clients.

1-800-KEY2YOU® (539-2968)

For clients using a TDD/TTY device, call 1-800-539-8336.

Payment Assistance

How do I make a payment to KeyBank?

There are several different ways of making payments to your KeyBank accounts. Sign on to online and mobile banking, pay by phone at 1-800-KEY2YOU (TDD/TTY: 1-800-539-8336), visit a branch or mail your payment to the address on your statement. For more information and FAQs, visit our payment information pages for consumer loan or line of credit payments, credit card payments, mortgage payments, or home equity payments.

What programs do you offer for payment assistance?

We have many programs available to assist if you are having trouble making payments. They include payment deferrals, extensions, modifications to your terms and more. Learn more and get an application for payment deferral at KeyBank borrower assistance.

Taxes and contributions

Who is going to receive stimulus payments from the government?

The federal government has created a second stimulus plan to provide support to many of those impacted by COVID-19. As part of this plan, automatic distribution of Economic Impact Payments via direct deposit began on January 4, 2021. To determine if you are eligible, visit the IRS website, IRS.gov/coronavirus.

Eligible taxpayers who filed tax returns for either 2019 or 2018 will automatically receive a payment of up to $600.00 for individuals, or $1,200.00 for couples. Parents also receive $600 for each qualifying child dependent.

  • Individuals with an adjusted gross income less than $75,000 and have no eligible dependents will receive a payment of $600.
  • Couples with an adjusted gross income less than $150,000 and have no eligible dependents will receive a payment of $1,200.

Payments may still be issued, but prorated, for adjusted gross income levels higher than the limits listed above.

How will I receive my payment?

If you filed your 2019 tax return with direct deposit, your Economic Impact Payment will be deposited directly into the same bank account listed on your tax return. If you've not filed your return for 2019, the account indicated on your 2018 tax filing will be used.

For consumers without information on file with the IRS, a paper check or prepaid card may be mailed. Visit IRS.gov/coronavirus to learn more.

Does KeyBank charge any fees on stimulus payments?

KeyBank has processes in place to help you receive the most value from your stimulus payment. There is no check cashing fee for stimulus checks for both clients and non-clients. Here’s how we handle other possible situations:

Negative account balances
If your stimulus payment was direct deposited on January 4 and your account had a negative balance of $50 or less, your negative balance was permanently forgiven in full. You’ll see the credit listed on your account as a “Key Cares Credit.”

If your stimulus payment was direct deposited on January 4 and your account had a negative balance of more than $50, you received a 30-day temporary credit to help you immediately access your full stimulus payment. The credit would have been for the full amount of the negative balance on the morning of January 4. Your account will show a “30 Day Temporary Overdraft Credit,” and after 30 days, that credit will be reversed.

If you received a stimulus payment by direct deposit after January 4, and your account had a negative balance at the time, contact us at 1-800-KEY2YOU® (539-2968) for help to receive the full value of your stimulus payment.

If you receive a paper stimulus check and visit a branch to make a deposit when your KeyBank account has a negative balance, your teller will offer to cash the check instead so that you receive its full value.

Stimulus payments direct deposited at KeyBank will not have any garnishments applied.

How do I access my funds if I receive a paper check?

There are many ways to access the money from a paper stimulus check.

KeyBank clients can deposit their paper stimulus checks with mobile check deposit in the KeyBank mobile app, at any convenient KeyBank ATM, branch drive-thru, or in a branch by appointment.

Because ATMs and online and mobile banking cannot tell you’re depositing a stimulus check, using those methods when you have a negative balance in your account may result in you not receiving the full value of your check. If you have a negative balance in your KeyBank account, a teller at a KeyBank branch can cash your check so you receive the full value.

Non-KeyBank clients can cash their stimulus checks at KeyBank for no fee (bring two forms of identification).

How can I check on the status of my stimulus or Economic Impact Payment?

The IRS will not give KeyBank information about the status of your Economic Impact Payment. However, you can set up a KeyBank account alert to be notified when any deposit is made to your account.

To check with the IRS on the status of your payment, visit irs.gov/coronavirus/get-my-payment.

My stimulus check should have been direct deposited into my account by now, but it hasn’t been. What should I do?

We understand how critical these payments are and we have already processed every direct deposit we have received from the IRS. Because we don’t originate the payments, we don’t have any additional information about their status. You can find more information and get the latest status of your payment at irs.gov/coronavirus/get-my-payment.

What happens if the IRS direct deposits my stimulus payment to an overdrawn KeyBank account?

We want to help you get the most from your stimulus payments. Therefore, we are forgiving negative balances that are $50 or less at the beginning of the day that the stimulus payment is direct deposited. This temporary credit will show up on your statement as “KEY CARES CREDIT." Clients will not receive a 1099 for the Key Cares Credit.

If a client has a negative balance that is more than $50 on the day their stimulus payment is direct deposited, KeyBank will automatically provide a 30-day temporary credit, so the client can immediately access their full stimulus payment. This temporary credit will also show up on your statement as “30-Day Temporary Overdraft Credit” and it will be reversed after 30 days. You will receive an initial communication explaining how the temporary credit works, and you’ll be notified again before the credit is removed.

Can I get a “Key Cares Credit” or “30-Day Temporary Overdraft Credit” if I have a negative balance when I deposit my stimulus check at an ATM, with mobile deposit or with a teller?

If you deposit your stimulus check into an account with a negative balance at an ATM, in the mobile app or with a teller and ask for full access to the funds, a request can be submitted to provide the account with a Key Cares Credit. Clients will receive a permanent Key Cares Credit for negative balances of $50 or less, or a 30-Day Temporary Overdraft Credit for negative balances greater than $50.

Will KeyBank refund fees for clients that received fees on same day their stimulus payment was direct deposited?

Yes, any overdraft and Non-Sufficient Funds fees incurred on the business day of and the business day following the date a stimulus payment was direct deposited to an account will automatically be credited back to the client.

What happens if the IRS direct deposits my stimulus payment to a closed KeyBank account?

The IRS relies on historical tax return information to determine where to send direct deposit stimulus payments. If the IRS sends a payment to a KeyBank account that is closed, invalid or in collections, KeyBank will return the payment to the IRS within 24 hours. This allows the IRS to quickly know there is an issue, so it can find the right place to send the payment.

I received more than one stimulus payment direct deposit in my KeyBank account. How do I know who the deposits are for?

Because we don’t originate the payments, we don’t have any additional information about this. To find out more visit irs.gov/coronavirus/economic-impact-payments.

My regular tax refunds go directly to my tax preparer. Is that what will happen with my stimulus payment, as well?

The IRS has identified an unresolved issue with the distribution of stimulus payments to taxpayers who direct their regular tax refunds to tax preparers. As a result, these payments will be returned to the IRS, who will then issue a check to the client. Unfortunately, this will likely take a few weeks because of the volume of checks that the IRS is processing. In this situation, your payment may temporarily show as processed at irs.gov/coronavirus/get-my-payment. This status will be updated as the IRS receives the return and issues the check to the client.

Does KeyBank cash tax-refund checks and stimulus payment checks for non-clients?

KeyBank cashes stimulus payments for non-clients but does not cash tax-refund checks from the U.S. Treasury for non-clients. For reference, your stimulus payment check will include the words “Economic Impact Payment” on the memo line.


Is Key hiring?

Yes, we are still hiring for some positions. Key is interviewing and in many cases, virtually onboarding new teammates. Many of our roles may be performed at home or by using phones and drive-thru windows. To learn more, visit key.com/careers.

Company Information

KeyBank remains financially strong and committed to working together with you

Market Insights

Updates and information on the virus and investments

News Releases

Find all the details of our coronavirus response in our latest press releases

All credit products are subject to credit approval.

Some restrictions apply.

This material is presented for informational purposes only and should not be construed as individual tax or financial advice. KeyBank does not provide legal advice.


Investment products are offered through Key Investment Services LLC (KIS), member FINRA/SIPC and SEC-registered investment advisor. Insurance products are offered through KeyCorp Insurance Agency USA, Inc. (KIA). KIS and KIA are affiliated with KeyBank National Association (KeyBank).

Investment and insurance products made available through KIS and KIA are:


KIS, KIA and KeyBank are separate entities, and when you buy or sell securities and insurance products you are doing business with KIS and/or KIA, and not KeyBank.

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