KeyBank Account FAQs

Quick access to your top questions

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 user name or password or you continue to be locked out for other reasons, call customer service at 800-539-1539 in order to regain access to Online Banking.
Where can I find my routing number?
You can find the transit/ABA routing number in the lower left corner of your checks or from the list of routing numbers by state.
How can I avoid overdraft and non-sufficient funds fees?
There are several options available to help, each one designed to match your account(s) and style of banking. Plus, learn about what happens when an overdraft occurs and the simple steps you can take to avoid these fees.
Does KeyBank offer rewards programs?
Yes, we offer KeyBank Relationship Rewards® which provides the opportunity to earn points through everyday banking activities, and by making purchases on your KeyBank credit card.
How do I order checks?
You have several options for reordering checks. If ordering checks for the first time, call 800-355-8123. In Online Banking click on the My Online Banking tab, then Reorder Checks.
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 800-KEY2YOU® (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.
 

Debit Card/ATM Card

How do I report a lost or stolen ATM / debit card or unauthorized transfers?

For a lost or stolen ATM / debit card or unauthorized transfers, call 800-539-9056 (TDD 800-762-4833) 24 hours daily, or write: KeyBank, Customer Disputes, NY-31-17-0128, 17 Corporate Woods Blvd., Albany, NY 12211.

My debit card expires this month and I have not received a new one. What should I do?

Your debit card is valid until the last day of the expiration month printed on the front of your card. We will automatically mail you a new card and it will typically arrive by the 25th of the expiration month. If it is past the 25th, call us at 800-KEY2YOU (800-539-2968).

How do I cancel my debit card program?

You may un-enroll from a debit card program by calling 800-KEY2YOU (800-539-2968).

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 800-KEY2YOU® (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.

Is there an annual fee for a KeyBank Debit card?

No, there is no annual fee to have a KeyBank Debit card. However, if you are enrolled in the KeyBank Relationship Rewards program, there may be a fee assessed for this program. Please see the Rewards FAQs for additional information. 

Credit Cards

How do I report a lost or stolen credit card?

For lost or stolen credit cards, please call 1-800-KEY2YOU® (800-539-2968), or write to us at: P.O. Box 89441, Cleveland, OH 44101-6441.

How do I setup recurring payments for my KeyBank Credit Card?

To set up recurring payments, please print, complete, and sign the Credit Card Automatic Payment Agreement (PDF). The form can be taken to your local branch or mailed to:

  • KeyBank, N.A.
    Cardmember Services
    P.O. Box 89441
    Cleveland, Ohio 44101-6441

If you have an eligible KeyBank checking account, you can also use Bill Pay to set up and manage a fixed automatic payment to your credit card account. Learn how to enroll in Bill Pay today.

What should I do if I have an unauthorized transaction on my credit card account?

If you notice an unauthorized purchase on your account, report it by calling 800-KEY2YOU® (800-539-2968) or write to us at: Credit Card Disputes, 17 Corporate Woods Blvd, Albany, NY 12211-2388.

We will review your account with you to verify recent activity and initiate a dispute for the unauthorized transaction(s). We may require you to submit the details regarding the dispute in writing. If necessary, we may also block the card to prevent additional unauthorized transactions and have a new card issued to you.

Rewards Programs

How do I begin earning rewards with my debit card?

To earn debit card rewards, you must enroll in the KeyBank Rewards program and make purchases using your KeyBank Rewards Debit MasterCard or your KeyBank Rewards World Debit MasterCard (available only to Key Privilege Select clients). To enroll:

  • Current KeyBank clients: call 800-KEY2YOU (800-539-2968)or visit your local Key branch
  • New KeyBank clients: request to enroll in KeyBank Relationship Rewards when opening your new checking account

Once you have enrolled in the program, you can register on the KeyBank Rewards website to check your points balance and redeem rewards. Register on the KeyBank Rewards site by using your debit card number or Rewards account number found in Online Banking and/or your statement, the last four digits of your social security number, and select Submit. Upon your initial sign-in, you will be prompted to create a unique user ID and password for your KeyBank Rewards account.

How do I begin earning rewards with my credit card?

If you are approved for a KeyBank credit card with rewards, you are automatically enrolled in the KeyBank Relationship Rewards® program. To earn credit card rewards, simply begin making purchases on your credit card.

Register your account at keybankrewards.com to check your points balance and redeem rewards. To register, enter your credit card number or Rewards account number found in Online Banking and/or your statement, plus the last four digits of your social security number, and select Submit. Upon your initial sign-in, you will be prompted to create a unique user ID and password for your KeyBank Rewards account.

Account Activity

Why is the amount in "Pending Activity" in Online Banking higher than the amount I signed for when using my debit card?

Some merchants, such as restaurants, hotels, or car rentals may estimate your final bill or add an estimated tip and request authorization for this higher amount. The authorization will reduce your available balance until a final transaction from the merchant is processed (typically 2-3 days).

Example: At a restaurant, an authorization is requested and includes an estimated tip amount. You decide to pay the tip in cash so the final purchase amount will be less than the amount authorized.

How long after I make a deposit do the funds become available?

Deposits made before the displayed branch or ATM cut-off time will be credited to your account the same business day. Deposits made after the cut-off time or on a non-business day will be credited to your account on the next business day. Business days are Monday – Friday, except for banking holidays. Cut-off times for most KeyBank branches are 4 p.m. Monday – Thursday and 6 p.m. Friday, local time. Cut-off time for ATM locations is 7 p.m., local time. Cut-off times are displayed in all locations.

In some cases, it may be necessary to place a hold on your deposit. For case-by-case holds, the first $200 of your total deposits on any day will be available the first business day after the business day of deposit, but the remainder of the deposit may not be available for two business days. For your convenience, Online Banking displays details of the hold. If you have additional questions, please call 800-KEY2YOU (800-539-2968).

How do I stop payment on a check I wrote and is there a fee to do so?

You need to provide the check number, the amount of the check, the date the check was written, and the payee name. You can request a stop payment via Online Banking, by calling 800-KEY2YOU (539-2968), or by going to your local branch. The stop payment will remain in effect for six months. The stop payment fee ranges from $27 to $34 to place a stop on one check or a range of checks in sequence. There is no fee for lost or stolen blank checks.

When will the funds from a direct deposit be available?

Funds from your direct deposit are completely available to you after 8 a.m. (local time) on the effective date of the deposit. The effective date is created by the person making the direct deposit. In Online Banking, your available balance will be updated with your direct deposit on the effective date and you can view it in Pending Activity.

I have an unauthorized direct withdrawal on my account. What should I do?

Contact KeyBank as early as possible to initiate a dispute. Disputes may be initiated by email via Contact Us in Online Banking, by calling 800-KEY2YOU (539-2968), or by visiting your local branch. You must provide the account number, date of the transaction, the amount, and the merchant/transaction description and will be required to complete and return an affidavit form. We can either mail or fax the form to you. Once we receive your fax number or mailing address, we will initiate a dispute for the direct withdrawal. Your dispute cannot be completed until the signed form has been returned. Within 10 days, we'll notify you of our findings.

Can I set up alerts to notify me about account activity?

Yes, you may select to receive specific email and mobile alerts for specific accounts. This option is available through the Self Service tab in Online Banking. If you are not an Online Banking customer, you can sign up for Mobile Alerts and Text Messaging by calling 866-798-4109.

Fees

What is a monthly maintenance fee?

A monthly maintenance fee is charged on certain deposit accounts to cover the cost of KeyBank maintaining the account. KeyBank is committed to providing you choices when it comes to your banking products and services. We offer many ways for a client to avoid the maintenance fees on checking and savings accounts. See our checking account options and savings account options for details.

What is a regional ATM withdrawal/balance inquiry fee?

Withdrawals or balance inquiries from an ATM that does not have the KeyBank logo on it are charged a $2.50 foreign ATM fee. You may avoid these fees by using only KeyBank ATMs, by making cash withdrawals through a teller at your local branch, or by requesting cash back when making a purchase using your debit card and PIN. The fee is taken when the statement cycles. All foreign ATM fees for that month will show as a sum total on your account as "Regional ATM Fees."

What is a chargeback fee?

When you make a check deposit into your account, KeyBank will request the full amount of the check from the bank where the check is drawn. If the check is returned to us unpaid/NSF, the full amount of the check will be withdrawn from your account and you will be assessed a chargeback fee. The fee is assessed for the processing of the returned item and will post to your account on your statement cycle date. Learn more about overdraft and non-sufficient fund fees and how to avoid them.

Account Documentation & Information

How do I request a copy of a check?

Use Online Banking to view and print a free copy (front and back) of cleared checks from the last 180 days. Select the camera icon to the left of the check number on the Account Details page to view the check copy image. For older copies, select Request Copy at the bottom of the View Cleared Checks page (you may be charged a fee for this). You can also call 800-KEY2YOU (539-2968) or visit your local branch to request a copy.

What is a telephone access code and how do I set it up?

There are two types of access codes — a Key telephone access code and a personal identification number (PIN) — used when calling into the VRU for account information:

  • Key Telephone Access Code: Used during the VRU authentication process when you enter a checking, savings, line of credit, or installment loan account number. This code is four to six digits long.
  • PIN: Used during the VRU authentication process when you enter an ATM/debit card account number. This code is four digits long.

When you initially use the VRU with an account number, the access code will be the last four digits of your Social Security number. You are prompted at this time to change this to a more secured Key telephone access code. If you choose not to change it at this time, you will have the option through the VRU menu.

You may set up or change your telephone access code and PIN by calling 800-KEY2YOU.

Why didn't I receive a 1099-INT for my checking/savings account?

KeyBank does not report interest unless the amount earned is $10 or more.

How do I request a copy of my statement?

For immediate access to a statement within the last 24 months, you can view, print, and save a free copy via Online Banking. Select Statements & Documents and then View Statements. For older copies, use the Request Statement Copy link from the top of the same page. You can also call 800-KEY2YOU (539-2968) or visit your local branch to request a copy.