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Card Issues and Questions

I have questions or need help with my card. What are the best ways to complete tasks or contact someone for assistance?

Many card and account actions can be completed simply and easily at Key2Benefits.com, or via our automated system by calling the number on the back of your card. For some actions, you may need to call our 24/7 customer services representatives. There are some things, however, that can only be handled by your state or government agency.

Self service at Key2Benefits.com

Note: Your card must be activated before you can use Key2Benefits.com.

Automated phone system self service at 866-295-2955 (State of Indiana, call 833-459-3452)

  • Activate card and set PIN
  • Change PIN
  • Check balance
  • Get transaction history

Customer service options at 866-295-2955 (State of Indiana, call 833-459-3452)

  • Address change
  • Replace a lost or stolen card
  • Card is not working
  • Card has been taken by an ATM
  • Request paper transaction history

Contact your state or government agency for the following:

  • Address change
  • Change payment to direct deposit to your bank account
  • Questions about payments, including issues and timing
What is a Key2Benefits card and why did I receive one?

A Key2Benefits prepaid card is a prepaid debit card issued to you by KeyBank at the direction of your state agency. You will receive a card if you have enrolled in one of the following programs:

  • Unemployment Insurance
  • Child Support Payments
  • Workers’ Compensation
  • Housing Authorities
  • Temporary Assistance to Needy Families
  • State Supplement Assistance
  • Crisis Intervention
  • Adult Public Assistance; General Assistance
  • Pension Funds

If you prefer direct deposit rather than a card, contact your state agency to change this option.

Has my card been issued yet?

To check the status of your card, visit our Key2Benefits Card Status page online. You can also find this link on Key2Benefits.com.

Please note: You will receive your card in the mail 2-3 weeks after you are enrolled by your applicable state agency. The card will arrive in a plain white envelope, and you can start using your card after you’ve activated it. Follow the instructions on the card to activate it.

I think you have the wrong address on file, how can I update my address?

We receive your mailing address directly from the state agency that processed your claim. Some state agencies will require you to update your contact information directly with them, and you may not be able to update this information directly with Key. Please refer to your state agency website or contact center to determine if address changes must be processed through the state agency.

If you determine you need to change your address directly with KeyBank, please call 866-295-2955 (State of Indiana, call 833-459-3452) to speak with a representative.

How will I know when funds are loaded to my Key2Benefits card?

The Key2Benefits card allows you to enroll in optional text or email alerts that will be sent when certain activities or actions happen on your account. You can request an alert for things such as the addition of funds, low balance, zero or negative balance, and change of address online at Key2Benefits.com.

You will need to activate your card by calling the number on the back of the card before accessing the Key2Benefits.com website for the first time.

Using My Card

How do I activate my card?

For your security, the only way to activate your card is by calling the number on the back and following the prompts.

To activate your card, you will need to provide your:

  • Card number
  • Last 4 digits of your Social Security number
  • CVV, the 3-digit number on the back of your card.

To activate your card, please do the following:

  1. Call the number on the back of your card, you will hear a welcome greeting.
  2. Press 1, “I have a card”
  3. Press 1, “To activate your card”
  4. Key in or speak your card number and this will activate your card
  5. You will be prompted to self-select a personal identification number, or PIN for card use at ATMs and merchant point-of-sale (POS) locations to receive cash back with purchase.
Where is my card account number?

Your account number is the number printed on the card. Please use that number when asked for your card number while logging on to our website or calling the number on the back of your card.

How do I log in to Key2Benefits.com?

Your card must be activated and a PIN set to enroll into Key2Benefits.com. If you have not activated your card, call the number on the back of your card and follow the prompts to do so.

My card is activated and I set my PIN. How do I enroll to use Key2Benefits.com?

  1. Go to Key2Benefits.com.
  2. Enter in the first nine digits of the card number.
  3. Click “Submit”.
  4. Click on “New User? Enroll Now!” at the bottom of the screen.
  5. Enter your:
    • 16-digit card number
    • PIN
    • Card Security Code (this is found on the back of your card, on the right-hand side of the signature field. It is three numbers.)
    • Enter the code proving this is a valid transaction in the “Enter the code as it appears in the shaded area”
    • Click “Continue”
  6. Once you successfully enter this information, you will be prompted to set up a User ID and Password for future access to your card information.

Logging into Key2Benefits.com

  1. Go to Key2Benefits.com.
  2. Enter in the first nine digits of the card number.
  3. Click “Submit”.
  4. Enter User ID and Password that were set up when you created your account. (If necessary, use the “Forgot Your User ID” and/or “Forgot Your Password” options.)
  5. Click “Continue”.
How do I reset my PIN?

You may reset your PIN using Key2Benefits.com, or by calling our automated response system and following the prompts.

To reset your PIN on Key2Benefits.com:

  1. Log in to your Key2Benefits Account.
  2. Select “Change PIN” in the left-hand menu.
  3. The Change PIN screen will appear.
  4. Type in your old PIN once (1) and your new PIN twice (2) for confirmation.
  5. Click the “Submit” button.

To reset your PIN using the automated phone service:

  1. Dial the number on the back of your card.
  2. Press 1 – I have an existing card.
  3. Press 1 – Activate, obtain balance, review transactions, or other cardholder information.
  4. Enter card number, last 4 of SSN, and CVV
  5. Say ‘Change PIN’; then be prompted to enter a 4-digit PIN (do not need to enter prior PIN), and then re-enter the new PIN to validate.
How do I use my Key2Benefits card?

The Key2Benefits card can be used to make purchases anywhere Mastercard® debit cards are accepted.

You can use your card for online, phone and mail order purchases. You can also use your card to withdraw cash at ATMs, banks or credit unions or by getting cash back with purchases at participating retailers. Funds are automatically deducted from your Key2Benefits card balance.

How do I check the balance of my card?
  1. Log in to your Key2Benefits account on Key2Benefits.com.
  2. Your card balance will appear in top right-hand corner of the screen.

If you do not have internet access, you may check your balance without a transaction fee by calling the number on the back of your card. The call center is available 24 hours a day, 7 days a week.

Do I select credit or debit on the merchant’s terminal when making a purchase?

The Key2Benefits card can be used to make purchases anywhere Mastercard® debit cards are accepted. When making a purchase, select “credit” on the merchant’s POS terminal.

Many merchants allow for cash-back with purchase. To complete this transaction, select “debit” and enter your PIN. If the merchant offers the cash-back option, you will be prompted to select the amount you would like added to the purchase amount, and the cashier will provide you the requested cash with the receipt.

You can use your card for online, phone and mail order purchases. You can also use your card to withdraw cash at ATMs, banks or credit unions or by getting cash back with purchases at participating retailers. Funds are automatically deducted from your Key2Benefits card balance.

How do I withdraw cash using my Key2Benefits card?
  • ATM Withdrawal—Access your cash by making withdrawals at any KeyBank or Allpoint ATM at additional cost to you and surcharge-free.
  • Cash Back With Purchases—At participating merchants such as grocery or convenience stores.
  • Card to Account Transfer—Transfer some or all your balance to a personal checking or savings account through the Key2Benefits website.
  • Branch/Teller Withdrawal—Mastercard® over-the-counter cash withdrawal (down to the penny) available at Mastercard® member bank (including all KeyBank locations).

Please note: When making a branch/teller withdrawal from a bank, you will be required to present valid, primary identification. See the below list for acceptable identification types.

Types of primary identification

Primary identification is any current, valid government-issued identification with photo and signature. Some examples of government-issued photo identification include:

  • a valid driver's license (for your state and other states as determined by your branch and market)
    Notes:
    • Several states, such as Indiana, provide residents with a temporary, interim ID when they apply for new or renewed driver’s licenses. An interim driver's license of this type is valid for a short period of time, allowing the issuer time to mail out the permanent license. An interim driver’s license is an acceptable form of primary identification, as long as it has not expired and contains both a photo and a signature.
    • IDs from the five inhabited U.S. territories—Puerto Rico, Guam, US Virgin Islands, Northern Mariana Islands, and America Samoa—are accepted like any U.S. state ID and are permitted as a primary form of ID.
  • a valid Utah Drivers Privilege card (within the state of Utah only)
    Note: A Utah Drivers Privilege card cannot be used for documentary evidence if additional identification is requested by the Customer Identification Unit (CIU).
  • a valid state-issued non-driver's license photo identification (for your state and other states as determined by your branch and market)
    Notes:
    • Several states, such as Indiana, provide residents with a temporary, interim ID when they apply for new or renewed driver’s licenses. An interim driver's license of this type is valid for a short period of time, allowing the issuer time to mail out the permanent license. An interim driver’s license is an acceptable form of primary identification, as long as it has not expired and contains both a photo and a signature.
    • IDs from the five inhabited U.S. territories — Puerto Rico, Guam, US Virgin Islands, Northern Mariana Islands, and America Samoa — are accepted like any U.S. state ID and are permitted as a primary form of ID.
  • a valid U.S. passport or U.S. passport card
  • a valid foreign passport (including Mexican or Canadian)
  • a valid military ID card
  • a valid military dependent pass
  • a valid resident alien card
  • a valid Native American (tribal) ID (some do not have a signature)
  • a valid Mexican Matricula Consular card
  • a valid Mexican driver's license
  • a valid Canadian driver's license
Are there ATMs from which I can make a cash withdrawal without a fee?

All Key2Benefits cards may be used to make a cash withdrawal at KeyBank or Allpoint ATMs without incurring a fee.

How do I set text account notifications for my Key2Benefits card?
  1. Log in to your Key2Benefits account.
  2. Select “Alerts” in the left-hand menu.
  3. The Alerts screen will appear.
  4. Click on “Add/Update” in the bottom right-hand corner of the screen.
  5. Click “Add” to the right of the alert you wish to set.

Alerts available are address change, card status change, funds added, zero/negative balance, weekly balance, signature transactions, low balance, declined transactions, funds removed, balance inquiry.

Where can I find my Key2Benefits transaction history and statements?

Your available transaction history can be accessed online 24/7 at Key2Benefits.com. You can also request a paper copy of your transaction history on the website or by calling Customer Support. Review the Key2Benefits Schedule of Card Fees for details.

To view your transaction history:

  1. Log in to Key2Benefits.com.
  2. Click on “Paper Transaction History” in the left-hand menu.
  3. The Paper Transaction History screen will appear.
  4. Click on the year for which you wish to view history. A menu will expand showing months.
  5. Click on the month for which you wish to view transactions.
  6. Your transactions will appear.
  7. You may click on “Print Friendly View of Page” to print these transactions.
How do I transfer money from my Key2Benefits card to a personal account?

Please note: In order to perform this action, you will need a routing and account number for the account you wish to transfer into.

  1. Log in to Key2Benefits.com.
  2. Click on “Card to Account Transfer” in the left-hand menu.
  3. The Card to Account Transfer screen will appear.
  4. Type in the amount you wish to transfer.
  5. Type in your Routing Number.
  6. Type in your Account Number.
  7. Choose the Account Type.
  8. Enter the security code you see on your screen to verify this is a valid request.
  9. Click “Continue”.
  10. Verify your information.
  11. Click “Submit”.
How do I set up bill pay and automatic bill pay using my Key2Benefits card?

How to set up bill pay:

  1. Log in to Key2Benefits.com.
  2. Click on “Bill Pay” in the left-hand menu.
  3. The Bill Pay window will open.
  4. At the top of the screen, in the “Pay someone new” field, enter the person or business name you’d like to pay.
  5. Click “Add”.
  6. The “Add a Person or Business to Pay” window will open.
  7. Add the Account Number, Address, City, State, Zip Code, and Phone Number of person or business you wish to pay.
  8. Click “Continue”.
  9. A confirmation page will appear.
  10. Click “Go to Make Payments”.
  11. You will return to the Make Payments home screen, and see your new payee listed.
  12. At this point, you are able to make one-off payments to this payee.

How to set up an autopay (continued from the steps above):

  1. Under the payee’s name, click “Autopay”.
  2. On the next screen, choose “Pay automatically at regular intervals”.
  3. Choose the funding account, if you have more than one.
  4. Enter a memo.
  5. Type in the amount you wish to pay at the regular interval.
  6. Choose the frequency of your payment (e.g., monthly, twice a month, etc.).
  7. Choose the start date.
  8. Choose how long you would like the payments to continue (e.g., indefinitely, until, number of payments, etc.)
  9. Click “Save Changes”.
  10. A confirmation screen will appear.

I Can't Access My Money

When will I get funding?

Your state agency will provide KeyBank with your funds. Once we receive those funds, they are deposited to your prepaid card account based upon the date determined by the state.

Once you receive and activate your Key2Benefits card, you can log in to Key2Benefits.com to set up notifications for funding, balances, transactions and more.

If you need more information regarding your state’s funding cycle, please reach out to your state representative or agency directly.

My money is on my card and I can't access it.

Have you activated your card? If not, please call the automated activation service using the number on the back of your card and follow the prompts to activate your card and select a PIN.

If you have activated your card and set a PIN, please call 866-295-2955 (State of Indiana, call 833-459-3452) to speak to a representative.

An ATM ate my debit card. What should I do?

Please call 866-295-2955 (State of Indiana, call 833-459-3452). You can select the “Lost or Stolen” option from the call menu and will be redirected to a customer service representative.

My card was declined. What should I do?

Check the balance on your card by logging on to Key2Benefits.com or by calling the number on the back of your card, and following the automated prompts to check your balance. If the funds on your card are below the amount you are trying to spend, your card will be declined.

If you need to make a purchase for more than the amount you have on your Key2Benefits card, you will need to use a second form of payment. Tell the cashier how much you want taken from the balance on your card — the cashier cannot determine your available balance. Then, pay the remaining balance with another method. Split transactions are only available at participating retailers.

My Key2Benefits card is not working. What should I do?

Have you activated your card? It must be activated, and a PIN must be set for the card to work.

If you have activated your card, there are several reasons why a card could become restricted. In each of these scenarios, KeyBank does not have visibility into the cause of the card restriction, but we are happy to help you when you call the number on the back of your card.

Some common card restriction issues are:

  • A suspicious transaction that has been flagged as potential fraud
  • A card has exceeded the total maximum of number of PIN entry attempts (3) and is now blocked from PIN transactions (ATM withdrawals, PIN authorizations at a merchant terminal)
  • A card has exceeded the maximum number of consecutive declines for non-PIN / signature transactions (3), and has been restricted from non-PIN / signature transactions
  • A card has been restricted because it was reported lost or stolen. A replacement card is reordered when the cardholder calls the number on the back of the card to report the card lost or stolen at the cardholder’s request.
How can I get direct deposit, instead of a card, for my payments?

Contact your state agency for further details on how to change your government payment method. Many state agencies provide the option for you to select “direct deposit” to your existing checking or savings account at your bank or credit union.

Can I load money to my Key2Benefits card?

No; only the state agency that enrolled you into the card program can add funds to your card. You cannot load other funds to your Key2Benefits card.

Key2Benefits Card Limits

Are there daily withdrawal limits on my Key2Benefits card?

Yes, your Key2Benefits card has a daily maximum withdrawal limit.

Daily limits for cash withdrawals

  • ATM withdrawals - $1,500 (some ATM operators may have lower limits)
  • PIN point-of-sale cash back - $2,500 (some merchants may have lower limits)
  • Bank teller withdrawal - $5,000
  • Transfer of funds to another account - $500
Can I use my Key2Benefits card at the gas pump?

Yes. However, if you use your Key2Benefits card to pay at the pump, a maximum hold may be placed on your account to initiate your transaction. This amount will be held until the actual transaction amount clears. If you do not want funds held while waiting for the transaction to clear, please pay the cashier inside for your gasoline purchase. Payments made inside clear for the actual transaction amount immediately. Similar maximum holds may be placed on transactions at restaurants and car rentals. Refer to the Terms and Conditions for additional information.

Can the Key2Benefits card be overdrawn?

In most cases, a purchase that exceeds the available balance on your Key2Benefits card will not be approved. In very limited circumstances, if you do not have sufficient funds when the final amount clears, it may result in a negative balance; however, you will not be charged an overdraft fee.

Will I earn interest on the funds on my Key2Benefits card?

No. The funds on your card do not earn interest.

Balance Questions

My balance is different from what I was anticipating.
  • If the funds deposited from your state are different than what you were expecting, please contact your state agency for more information.
  • If your funds are lower on your account than expected, please log on to Key2Benefits.com or call the number on the back of your card to review your recent transactions.
  • If you feel you were a victim of fraud or theft, please immediately call the number on the back of your card to report this incident.
I got my card, but there's no balance on it.

The funds on your card are provided by your state agency. It’s possible that the state agency has not yet made a deposit to the prepaid card. Please contact your state agency to discuss when your card will be funded and how much you will receive.

If you believe you have been a victim of theft or fraud, please contact us immediately at the number on the back of your card to report the incident and have a new card issued.

Banking Issues

My card is lost, and I need a replacement.

Please call1-866-295-2955. You can select the “Lost/Stolen” option from the call menu and will be redirected to a customer service representative. Note: If you receive benefits from the state of Indiana, please call 833-459-3452 to speak to a customer service representative.

Will an old card from the last time I was unemployed be funded or are they sending me another one?

If the card is still active, and from the same state in which you received unemployment benefits in the past, you will keep the same card. This is the card the state will fund. If you have misplaced your old card, please contact us at 1-866-295-2955 (If you receive benefits from the State of Indiana, call 833-459-3452) to speak with a customer service representative. We will be happy to send a new card to you.

Please note: A new card fee may apply in this circumstance.

The ATM didn't dispense money, but it lowered my balance

Please call the number on the back of your card and follow the prompts to speak with a customer service representative. They will be able to look up your transactions and help you to file a dispute to recover your funds.

Security and Fraud

My card has been stolen. What should I do?

If you believe you have been a victim of fraud or theft, please contact us immediately to report your missing card at 1-866-295-2955 (If you receive benefits from the State of Indiana, call 833-459-3452).

We will deactivate your card immediately, review your transactions for loss of funds, and issue you a new card.

What do I do if there are transactions on the card that I didn’t make?

If you believe you have been a victim of fraud or theft, please contact us immediately to report your missing card at 1-866-295-2955. (If you receive benefits from the State of Indiana, call 833-459-3452).

We will deactivate your card immediately, review your transactions for loss of funds, and issue you a new card.

My card may have been sent to the wrong address. What should I do?

Please contact us to report your new/correct address at 1-866-295-2955 (If you receive benefits from the State of Indiana, call 833-459-3452).

Please note, we receive your mailing address directly from the state agency that processed your claim. Some state agencies will require you to update your contact information directly with the state, and you may not be able to update this information directly with KeyBank. Please refer to your state agency website or contact center to determine if demographic updates must be processed through the state agency. It is important that you contact your state agency to report your new/correct address.

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Your mobile carrier’s standard text messaging charges may apply. Refer to the Key2Benefits Schedule of Card Fees for further detail.

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