FAQs about HelloWallet features and benefits.
Add Bank Accounts to HelloWallet
- How do I set up my accounts?
Get HelloWallet up and running fast by securely connecting your bank accounts to the application. The more accounts you add, the more personalized your financial plan will be. To connect your bank account to HelloWallet:
- Navigate to the Accounts tab and select “+ Add Accounts”
- Search for the name, or enter the URL, of your financial institution
- Enter the login credentials you use to access your account online
- Click Submit
After you connect your bank accounts, HelloWallet will pull in up to 90 days of transaction history to help you get started.
Note: If we do not support your financial institution, please email our Support Team with the name of the bank and the URL of the bank site. In the meantime, add a manual account to keep track of your activity.
- What is a “fix it” message?
If for any reason HelloWallet loses the connection to your financial institution, you will see a Fix It message next to that account name. To re-establish the connection to HelloWallet, click the Fix It message and re-enter your login credentials or answer the associated security questions for that account.
- What should I do if I am having an issue with my KeyBank accounts in the HelloWallet tool?
If you’re experiencing issues, please contact our email or call our support team at or call 1-866-55-HELLO (43556). For clients using a TDD/TTY device, please call 1-800-539-8336.
- How does HelloWallet protect my accounts?
When you provide us with your bank credentials, you are only authorizing us to get read-only access for your account. This means that HelloWallet cannot transfer or withdraw money from your account. Also, we don’t store your bank account number.
We use transport layer security to encrypt the data you send and receive from us. Every day, Internet security expert McAfee tests our site for over 45,000 vulnerabilities, and every day, we pass that test.
Vault-Like Data Storage
Like banks, we protect your data in many ways. From encrypting your stored data to restricting physical access to the secure facility that houses your information to implementing best practices for network communication security, we’re working hard to safeguard your information.
Responsible Disclosure Program
If you believe you have identified a potential security vulnerability in any product, system, or asset belonging to KeyBank, Cain Brothers, HelloWallet, KeyBanc Capital Markets, or Laurel Road ("KeyBank"), please submit a report to our Responsible Disclosure Program at HackerOne.
- How does KeyBank use my information?
The data you share in HelloWallet will be used to provide you with the tools and guidance needed to keep your finances on track. Learn more about our Terms and Conditions.
HelloWallet Features and Sections
- Planned Amount
You can plan your budget based on the amount of your Monthly Take Home income from your Income Summary or a different amount that works for your household by toggling between the two views.
- Monthly Savings
Enter the amount of money you want to save each month for your long-term goals. This money is going to be used to help you achieve your current goal in Score Guidance. You can also update this amount from the “Set Aside Monthly Savings” step of your Score Guidance.
Add each of your bills that you must pay every month, quarter, or year. You can always edit the frequency or end date of budget item. You can also link any credit card or loan account to keep track of your balance.
- Regular Expenses
Here is where you can account for your everyday spending. You can use our default categories or create your own to customize your budget. Not sure where to start? Head over to the Trends page to look at your past spending in each category, this will give you a better idea of where your money is going.
- About You
Your Profile holds all your personal information for your HelloWallet account and the option to unenroll. Make sure to keep everything up to date so we can provide you with the most accurate recommendations. If you want to receive text alerts, enter your phone number. We use your age for helping you plan for things like retirement.
- To change your name and date of birth, visit a local KeyBank branch.
- To view or change your primary and secondary emails and phone numbers, sign on to KeyBank online banking and navigate to your profile page.
If you sign on to the HelloWallet mobile app, to change your profile, those changes will not be reflected in HelloWallet in KeyBank online and mobile banking.
When you give us information about your household it helps complete your HelloWallet account and gives us a better picture of who you are. HelloWallet is family-friendly and we recommend sharing access to your account with those who assist in financial decision-making in your household.
Your Income Summary is important to many HelloWallet features including your Budget, Guidance, and Score. You can tell us about your income, your partner’s income, and any other income you may have such as rental income or an allowance.
Enter your annual gross salary or hourly rate, and paycheck contributions including to an HSA, 401(k) or Roth 401(k), and account for other paycheck deductions with “other pre-tax” or “other post-tax” categories. For each contribution, you can select a fixed amount and frequency or a percentage of your income. You can also update your tax information including your ZIP code and filing status, which we use to estimate your taxes. We will estimate your monthly take home income based on the information you give us about your taxes and deductions, and you can edit our estimate any time.
You can also enter other sources of income and specify them as yours, your partner’s, your household’s, as well as if it is pre-tax or post-tax.
Tell us about your current insurance coverage. Enter in the amounts in the given fields for health, life, and disability insurance. Be sure to click Save Changes to save any updates. Adding your insurance policies will help increase your Financial Wellness Score.
Your assets contribute to your overall net wealth that you can view from the Accounts page and Trends page. We recommend adding information about your home, cars and any family heirlooms of value.
To cancel your membership, hover over your name at the top of the application and click "Profile" from the drop-down menu. From this screen, click "Unenroll From HelloWallet" at the bottom of the window.
We are constantly trying to improve our application so please make sure to provide your reason for leaving. Canceling your account will delete your membership with HelloWallet and will permanently delete all your personal account information.
- What if you change your financial institution password?
If you change your login credentials for your online banking institution and are not yet prompted to Fix your account, you can do so from the Edit Account screen. Click Update Account Credentials and enter your new credentials to update your account.
- How do I reset my HelloWallet password?
As a client of KeyBank, you access your HelloWallet profile directly from your KeyBank online and mobile banking. Simply login and select the "Go to HelloWallet" button towards the bottom of the homepage. This will automatically direct you to your HelloWallet profile with no further login credentials needed.
If you are having trouble logging into your KeyBank online banking profile, please contact KeyBank's online and mobile banking support at 1-800-539-1539 for further assistance. An agent would be happy to help.
- How do I adjust my HelloWallet Alerts?
You can change which alerts you get from us by logging into HelloWallet, mousing over "Hello, [Your Name]" in the upper right, then by clicking "Alerts" from the drop-down menu. From that page, you can change which alerts you get for which accounts, as well as some additional criteria.
Note: You can also turn off the alerts by clicking the “Turn Off All Email Alerts” link at the bottom of any alert emails you have received.
- How do I export my HelloWallet transaction data?
You can export your transaction details to a .csv file. Exported transaction data includes the following fields: date, description, original bank description, amount, transaction type, category, bank, account name, and account type.
To export your transactions, start from the Accounts page transaction ledger. Search by category or description or select a specific account from the accounts list. Click Export Transactions, the pop-up window will prompt you that all the transactions that you have filtered will be exported to a .csv file. Click Export. A .csv file will be downloaded through your browser. Open the file to view the data for the transactions that you exported.
- How do I cancel my HelloWallet account?
To cancel your HelloWallet account, login to your KeyBank online banking profile and click "Go to HelloWallet" at the bottom of the homepage. Hover over your name in the upper right corner of the application and click "Profile" from the drop-down menu. At the bottom of the Profile page, click "Unenroll From HelloWallet" and follow the prompts to unenroll.
(Unenrolling will cancel your HelloWallet membership and permanently delete all your personal account information.)
For help, contact our email or call our support team at or call 1-866-55-HELLO (43556). For clients using a TDD/TTY device, please call 1-800-539-8336.
- How do I change my name, DOB, ZIP code, and email address in HelloWallet?
Your Profile data is read-only in HelloWallet.
To change your name and date of birth, visit a local KeyBank branch.
To change your email, go to KeyBank online banking and navigate to your profile page.
To see your Profile changes reflected in HelloWallet, sign in to your HelloWallet account by signing in to KeyBank online banking and clicking on the “Go to HelloWallet” button towards the bottom of the homepage.
If you sign in via the HelloWallet mobile application, the changes to your Profile information will not be reflected in HelloWallet.
- Who should I contact with questions related to HelloWallet?
Chat: Select “Chat with Us” on the bottom of the HelloWallet application. Mon. to Fri. 9:00 a.m. to 6:00 p.m.
Phone: 1-866-55-Hello (43556). For clients using a TDD/TTY device, please call 1-800-539-8336. Monday–Friday, 7:00 a.m.–midnight; Saturday–Sunday, 8:00 a.m.–9:00 p.m.