We're Here to Help
Banking Customer Service
Easily find what you need and get back to your day. Here you’ll find answers to common questions, self-service tools and contact information for anything else you need.
To find out more about our response to COVID-19, including financial assistance for clients, visit key.com/coronavirus.
Easy-to-Use Tools to Help You with Simple Banking Tasks
Frequently Asked Questions
- What is KeyBank's notary policy?
Public notary services are available to existing KeyBank clients. Call your local branch to see if a notary is available at that location and time.
- What should I do if I have an unauthorized debit card transaction on my account?
If you notice an unauthorized purchase on your account, report it by calling 1-800-KEY2YOU® (1-800-539-2968) and following the prompts for fraudulent activity. We will review your account with you to verify recent activity and initiate a dispute for the unauthorized transaction(s). If necessary, we may also block the card to prevent additional unauthorized transactions and have a new card issued to you.
- I can't sign on to online banking. What should I do?
If you do not know your user ID or password, please select the “forgot” link next to the related field and follow the steps. If you cannot successfully reset your password or retrieve your user name or you continue to be locked out for other reasons, call customer service at 1-800-539-1539 in order to regain access to Online Banking.
- I am locked out of online and mobile banking. How do I access my account?
Click here to unlock your account and follow the prompts.
- What should I do if I’m having trouble unlocking my account online?
There may be times when unlocking an account online isn’t possible. For example, if the phone numbers we have on file aren’t accurate, we will not be able to text or call you with a one-time passcode. To help restore your account access quickly and securely, we can also verify your identity and unlock your account by phone. Contact us at 1-800-KEY2YOU® (539-2968). Clients using a TDD/TTY device: 1-800-539-8336.
- How can I find a branch that’s still open?
To help keep our communities safe, we’ve closed all of our lobbies and certain branches. Branches that remain open will operate as drive-thru and appointment-only to serve our clients’ needs. To find a branch or ATM near you or make an appointment, visit our branch locator.
- Some branches are open by appointment only. What sort of banking can I do during one of these appointments?
You can complete any usual banking during a scheduled appointment, such as opening a new account or loan, having a financial wellness review or discussing account questions. You will need to bring your identification. To make an appointment, call your branch or schedule an appointment online.
- What can I do in online banking or the mobile app?
Check balances, transfer funds, pay bills, review statements, open a new account, send money with Zelle®, set up/manage alerts, lock or unlock credit cards, report a lost or stolen credit card, initiate credit card balance transfers, update personal contact information, stop a payment, order checks or pay a bill today using "Pay it Faster."
- What transactions can I make at an ATM?
Features vary between ATMs, and all options are shown on the machine’s main menu, but the common capabilities include deposit checks and cash, withdraw cash (multidenominations available in some locations), check balances, get mini statements, make transfers via Official Bank Check, Money Orders, Key Possibility Cards and Cash Advances, and set preferences and change your ATM PIN. For more details visit key.com/ATM-banking.
- What type of banking can I do at a drive-thru?
At the drive-thru, you can make deposits and withdrawals, transfer money between accounts, check balances, cash qualified checks and more. For our clients’ security, we will typically limit withdrawals at drive-thrus to $2,500 and will require proper identification for all transactions.
There are some limitations to what we can do at the drive-thru. Wire transfers, cashing of Canadian or counter checks, night deposits and deposits larger than what can fit in the drive-thru tube can only be accommodated at in-person appointments. Schedule an appointment.