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Tools & Resources

Phone Currency and Coin Ordering

This section of the user guide provides you with step-by-step instructions for how to place your currency and coin orders by phone through Key’s interactive voice response system.

1.1 Tips for Placing Currency and Coin Phone Orders

  • If at any time you need to add a new user, reset your PIN, need assistance with placing your order, or have any questions, please contact KeyBank’s Corporate Client Services At 1 (800)-363-1491 and select option 2.
  • Listen carefully to system messages as they walk you through each step to place an order
  • Should you hang up during the ordering process before the ‘order number’ and ‘delivery date’ have been issued, the order will not be accepted and cannot be processed.
  • Canadian currency and coin orders may be placed by using the Key Total Treasury Foreign Currency Exchange service.
  • It is strongly suggested that you make copies of the Currency and Coin Ordering Worksheet found in this User Guide to use for each order and retain this order information until delivery.
  • Be sure to document your order confirmation number on your order worksheet
  • In the event of an invalid entry, the system will prompt you to re-enter your information. After three invalid entries, the system will cancel your request and transfer your call to the Corporate Client Service Center for assistance.

NOTE: While enhancements have been made to the phone ordering system, this does not impact your standard order cut-off times. Currency and coin orders must still be placed by the order cut-off time established when you set up vault services.

1.2 How to Place Currency and Coin Phone Order

Currency and coin orders must be placed by your standard order cut-off time set-up when you established your vault services. If you have questions regarding your order cut-off time, please contact KeyBank’s Corporate Client Services at 1 (800)-363-1491 and select option 2. When calling the automated currency and coin ordering system, the following information is required.

  • Standard Product codes and minimum order values, located on the ordering worksheet
  • Client ID Number: Provided to the ordering location
  • User ID Number: 4 digits
  • PIN: 4 digits, provided to the ordering location

    NOTE: The system will require you to reset your Personal Identification Number (PIN) upon your first use. Your new PIN cannot begin with a zero (0).

To place your order, follow the steps listed below.

  1. Dial the automated ordering system at 1 (800)-363-1491
  2. Press 1 to place your order
  3. Enter your Client ID, followed by the pound or hash sign (#)
  4. Enter your User ID, followed by the pound or hash sign (#)
  5. Enter your PIN, followed by the pound or hash sign (#)

    NOTE: At this point during your phone order, your details will be validated. Please wait for the system response to continue

  6. Enter your order using the standard format below of product codes (see Ordering Worksheet for product codes) and value. For example: 501*100#
  7. Press the pound or hash key (#) to confirm each order entry, or Press the star key (*) to cancel and re-enter your order entry.
  8. Once all order amounts have been entered, press the pound or hash key (#) twice to end your order.
  9. Confirm your order by pressing the pound or hash key (#) after the system repeats your order value amount.
  10. You will then receive the following message “Your Next Available Delivery Date is…”
    1. To accept this delivery date, press 1, followed by the pound or hash key (#)
    2. To enter your own delivery date, press 2. Enter the date in the 2-digit month, 2-digit day, and 4-digit year format, followed by the pound or hash key (#).
  11. Write down your confirmation number on order order worksheet.
  12. Press 1 to place another order, press 3 for the Operator, or press 4 to exit the system.